Jeanine M. Mawer
Warwick,Bermuda
Summary
Highly motivated business professional with extensive experience in customer service, administration, operations, and organizational development. Proven track record of driving change and enhancing internal processes through effective leadership and a strong commitment to achieving business objectives. Skilled in building relationships, fostering trust, and maintaining rapport, with a reputation for taking charge of critical problem areas. Known for professionalism, a positive attitude, and an unwavering commitment to excellence.
Overview
29
29
years of professional experience
1
1
Certification
Work History
Team Leader, Pension
Freisenbruch Insurance Services Limited
Hamilton, Bermuda
01.2021 - Current
- Report to the Head of Pensions, Life, & Investments.
- Administered a portfolio of high-net-worth clients.
- Conducted regular performance reviews to assess individual team member progress.
- Delivered client presentations.
- Provided coaching and feedback on employee performance.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Ensured compliance with legal and regulatory requirements in all team activities.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
Temporary AML Administrator
CG Insurance
Hamilton, Bermuda
01.2020 - 01.2021
- Review Pension Client files to ensure completeness of compliance requirements, including, AML/CTF, KYC, Foreign Account Tax Compliance Act (FATCA) and Common Reporting Standards (CRS)
- Updating client records and uploading documents into the system
- Referring non-routine matters to the Chief Compliance Officer as well as providing project updates
Team Leader/Sr Pensions Administrator, Retirement Benefits Administration
BF&M
Hamilton, Bermuda
01.2017 - 01.2020
- Reported to the AVP Pensions Operations, I led a team of eight in processing and reviewing transactions including customer due diligence (AML and FATCA), trades and servicing of clients
- Established efficient work-flow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of office personnel and activities
- Developed a highly efficient and dependable administrative team through recruitment, training and coaching new hires and established employees
- Monitored and evaluated personnel performance to complete yearly reviews, recommended advancement or addressed productivity concerns
- Researched and resolved escalated issues to ensure client satisfaction
- Collaborated, streamlined, tested and established the automation process for manual transactions using Zen Desk and automated the daily Assistant report
- Maintained and administrated my own portfolio of group clients both in Bermuda and Cayman; processing/posting transactions, enrollments, contributions, changes to member/group accounts and maintaining all AML/FATCA compliance for each member
Individual Pension Clients Administrator
The Argus Group
Hamilton, Bermuda
01.2014 - 01.2017
- Reported to the AVP of Pensions Operations, I provided proactive client servicing and support for individual members and their plans
- Acted as a subject matter expert to ensure that each plan is administered in accordance with plan specifications and applicable legislation
- Assisted clients with form completion as well as prepared and distributed individual policies
- Maintained oversight of a portfolio of around 900 clients and proactively took action to reduce dormant clients
- Actively encouraged ongoing contributions including transfer of rollover assets
- Processed withdrawals/death benefits
Sales & Service Support Analyst, Organizational Development
The Argus Group
Hamilton, Bermuda
01.2012 - 01.2014
- Reported to the Executive Vice President of Human Resources, I analyzed training requirements across the organization and recommend solutions based on identified gaps
- Co-designed and co-developed learning opportunities across the organization that directly linked to the corporate goals
- Delivered the developed product to target audiences through classroom led instruction
- Implemented tracking and reporting system and gathered corporate-wide learning and development information to utilize for development and future planning
- Evaluated learning opportunities through surveys, focus groups and interviews
Team Leader, Customer Service Centre
The Argus Group
Hamilton, Bermuda
01.2003 - 01.2011
- Reported to AVP of Sales and Service Support, I managed a team of 10 CSR's servicing clients through phones, face-to-face and email
- Co-implemented a new ACD platform into two departments
- Analyzed daily, monthly and yearly reporting for coaching, training and reporting purposes
- Focused on growth and individual development of staff
- Designed, developed, implemented and evaluated a 6-week new hire CSR training program still being utilized
- Built relationships with the three main business units (P&C, Health & Pensions) in order to ensure service standards of answering 90% of the FAQ's were being met
Reservations Manager
Pompano Beach Club
Southampton, Bermuda
01.2001 - 01.2003
Assistant Manager
Pompano Beach Club
Southampton, Bermuda
01.1998 - 01.2001
Reservations Manager
Ariel Sands
Southampton, Bermuda
01.1996 - 01.1998
Education
Bachelor of Science - Hospitality Management
Johnson & Wales University
Providence, RIAssociates Degree - Hotel/Restaurant Management
Johnson & Wales University
Providence, RISkills
- Regulatory Compliance
- Deadline-oriented
- Self-starter
- Organized
- Problem solver
- Complaint resolution
- Scheduling
- Meeting planning
- Database entry
- SharePoint
- Teams
- TSM - Pension Software
- Salesforce
- Microsoft
- AS/400
Accomplishments
- Developed and implemented a comprehensive onboarding training manual for new pension employees, which was later adopted by Friesenbruch's underwriting teams
- Developed a plan sponsor onboarding guidebook to train and support all new clients
- Streamlined the group onboarding process to ensure faster client turnaround and a smoother internal workflow.
Certification
- Fellow, Secure Retirement Institute (FSRI), LOMA
- Certified Call Center Manager (CCCM), RCCSP Professional Education Alliance
- Certificate in General Insurance, Bermuda Insurance Institute
Committees/Courses
- The Art of Effective One on One Meetings, Ontru, 2024
- Effective Time Management for Leaders, Ontru, 2024
- Secretary, Freisenbruch Health & Safety Committee, 2021-present
- Knowing your Customer, BF&M In House Program delivered by Cal Strachan, 2019
- Being a Skilled Manager, KPMG Programs, 2018
- Warwick Academy Parent Teacher Association (WAPTA), Compliance Officer on the Board, 09/01/13 - 12/31/17
Personal Information
- Marital Status: Bermudian
References
Available upon request
Timeline
Team Leader, Pension
Freisenbruch Insurance Services Limited
01.2021 - Current
Temporary AML Administrator
CG Insurance
01.2020 - 01.2021
Team Leader/Sr Pensions Administrator, Retirement Benefits Administration
BF&M
01.2017 - 01.2020
Individual Pension Clients Administrator
The Argus Group
01.2014 - 01.2017
Sales & Service Support Analyst, Organizational Development
The Argus Group
01.2012 - 01.2014
Team Leader, Customer Service Centre
The Argus Group
01.2003 - 01.2011
Reservations Manager
Pompano Beach Club
01.2001 - 01.2003
Assistant Manager
Pompano Beach Club
01.1998 - 01.2001
Reservations Manager
Ariel Sands
01.1996 - 01.1998
Bachelor of Science - Hospitality Management
Johnson & Wales University
Associates Degree - Hotel/Restaurant Management
Johnson & Wales University
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