Arlington, Massachusetts, United States
Retirement Services professional with 20+ years experience including Client, Operation, Project and Personnel Management.
Responsible for the daily operations of multiple Fortune 200 clients with over 23 billion in Plan Assets. Work closely with internal partners, serving as advocate for clients within the Voya organization. Work with client management team to ensure operational performance meets all required service levels. Daily direct interactions with clients on all operational questions and escalated participant/plan issues. Provide expertise to client projects, advising clients on project parameters while ensuring changes fit with current plan design and features. Provide training, expertise and knowledge transfer to fellow team members.
Primary relationship contact for 4 corporate clients. Responsible for the coordination of all client initiatives and projects with internal ING partners. Advocate for my clients on both client specific issues and internal projects that impacted my clients. Work with ING Plan Management, IT, Implementation Services and Compliance to ensure that all client deliverables were met.
Promotion to Senior Operations Officer in April, 2007. Responsible for the daily recordkeeping operations as well as staff management on two corporate clients. Development of strong partnerships through daily interaction with multiple clients and contacts. Management of all client projects and initiatives, working closely with both the client as well as internal partners. Worked onsite with client to analyze daily processes, diagnose issues, and improve interactions between client and CitiStreet. This initiative included training on client reporting tools, analysis of client data, coordination of annual Discrimination testing, as well as critical involvement in improvements to the data transmission process.
Worked as a contractor in IT department, providing technical support to Plan Administration and Implementation Services divisions. Worked on multiple databases, including Unix, Oracle, and CitiStreet proprietary systems. Used opportunity to develop technical skills and to build knowledge of CitiStreet’s operations and corporate culture.
Represent entire Large Plan Services (LPS) segment on product enhancements and business transformation initiatives. Identify and coordinate all project resources. Review of project feasibility and cost benefit analysis. Facilitate discussions between business and project development teams. Development of business requirements, ensuring all segment needs are met. Responsible for the development and delivery of internal and customer product training materials. Major contributor and main segment contact on multi-year project which created an online payroll tool for clients to use for all incoming payroll data. Project led to dramatic shift in how business is done within the group, as well as significant cost savings.
Managed 16-person Transaction Processing team, handling all redemption, depository and transfer activity for 15 LPS clients. Responsible for timely, accurate and controlled execution of all Transaction Processing activity. Involved in all aspects of associate development, including staffing, compensation, development and delivery of all reviews, and career-path discussions. Worked directly with other groups, including Sales and Plan Implementation to provide technical expertise and to ensure that new plans processes and procedures meet our team’s best practices.
Served as technical and supervisory resource for 7-12 associates. Provided technical assistance & expertise for group’s return of excess requests. Managed daily reconciliation of depository & redemption bank accounts. Managed 1997 tax reporting team, responsible for all 401(k) tax-related inquiries. Successfully coordinated & processed multiple high-risk and high-dollar amount asset reallocations