Mays Chapel, Maryland, United States
I am a dedicated executive serving at the nexus of client services & ops, product strategy, business management, and marketing for a diverse client base. I have served as a Managing Director of Customer Experience & Operations Enablement, Director of Product Management, and am now serving as the Managing Director of Retirement & Wealth Operations at Inspira Financial, in the course of my career I have been continually promoted to progressive leadership roles. In addition to my expertise in operations business strategy and management, I excel at working with a broad range of senior-level stakeholders through blended communications and situational intelligence. By articulating complex subject matter into credible terms, I am able to gain buy-in and deepen enterprise credibility with a diverse client base. I am a resourceful leader who puts a premium on the client experience when cultivating new product and business strategies. I am adept at working collaboratively with executives and mobilizing teams to drive change management efforts across entire programs and categories. I am driven by seeing the people I work with develop, grow, and find success. EXPERTISE: 🌎 Global Operations Management & Strategy 🌎 Global Product Management 🌎 Business Management 🌎 Client Experience ➥ Natural governance skills that serve as a foundation of success managing back-office operations while leading teams to align product strategy with client vision. ➥ Excels at working autonomously and collaboratively to build support and organizational momentum to create change. ➥ Valued for influencing product and services, and cross-functional roadmaps to eliminate customer pain points and propel strategic direction based on robust market and product research. ➥ Possesses extensive academic and professional training including an MBA from Loyola University, a Bachelor's in Finance, & FINRA certifications. ➥ Decisive and approachable change leader with strong product instincts and a capacity to build and refine complex projects. ➥ Valued for converting product, operational, and business constraints into human-centered solutions that balance business and user needs, maximize value, and deliver high-quality products. STRENGTHS: Operations Management • Business Transformation • Global Product Management • Strategic Planning & Execution • Team Leadership & Training • CX • Change Management • Client-Centered Solutions • Marketing & Distribution • Strategic Partnerships • Business Intelligence • Coaching & Mentorship • Risk Management • Quality Control
I lead a dynamic back office and middle office organization responsible for delivering operational excellence across Inspira Financial’s Automatic Rollover, Self Directed IRA, and Fund Custody services, collectively, the Retirement & Wealth division. My team of over 300 US based and global associates spans multiple disciplines and supports B2B, B2C, and B2B2C customers across multiple platforms. Key Responsibilities: ➢ Define and execute strategic roadmaps for operational transformation and efficiency. ➢ Lead organizational redesigns to enhance functional alignment and career development. ➢ Drive development, implementation, and adoption of tools that enable a better customer experience like knowledge management and workforce management solutions. ➢ Collaborate and coordinate across the organization to drive the sustainable growth of the Retirement & Wealth business with scaled operations to support that growth.
Developed, built, launched, and lead a new Operations Enablement team at Inspira Financial. A team of customer obsessed and Lean Six Sigma trained professionals seeking to constantly define, measure, improve, and simplify customer journeys across our Health and Benefits and Retirement and Wealth services. This team was created to untangle complexity and find paths to make it easy to do business with Inspira. A process improvement first orientation leads to better automation, true realized efficiency, and a better customer experience ➢ Reduced the average time a customer request takes to be completed in our Retirement and Wealth business by 80%. ➢ Delivered over $6M in efficiency and cost avoidance. ➢ Developed and coached leaders on continuous improvement and lean six sigma practices. ➢ Launched a new digital coach for our contact center and operations teams to unify knowledge and enable associates to consistently provide the right information to customers rapidly.
Own product development and management pipeline including investment alignment across divisions, distribution segments, and stakeholder engagement to drive global implementation. Direct project managers in project milestones and updates, reporting and documenting progress to keep stakeholders informed. Anticipate and troubleshoot issues to eliminate performance gaps while continually improving processes. ➢ Facilitate program plans, project plans and stakeholder buy-in, based on data-driven roadmaps, for product development. ➢ Coordinate and collaborate with SMEs to accelerate product changes, improvements, launches, and closures. ➢ Identify emerging risks and architect solutions to maintain seamless product and project lifecycles. ➢ Maintain project transparency to ensure cross-collaboration and trust across leadership, partners, and internal teams. ➢ Fortify Product Manager team capabilities by supporting training and professional growth and directly managing associate rotation program. ➢ Develop and execute vehicle capability roadmap for Model Portfolios to improve business development, service, and cross-functional operations.
Streamlined operational workflows by building new governance structures and integrating advanced agile methodologies into team environment. Built and led a high-performing team of data managers, product owners, and project managers, equipping all individuals with essential operational and industry know-how to ensure continuity and success. Oversaw annual business unit strategy and planning activities. ➢ Orchestrated multi-year strategic plan in partnership with marketing, operations, IT, and investment teams to reactivate College Savings Plans category. ➢ Oversaw tech and compliance-based portfolio for college savings business ranging from $1.5M-$5M in tech resources annually. ➢ Devised new strategy to contain costs and drive new client acquisition and flows to 3 direct-sold 529 plans through rigorous, cross-collaborative evaluation and analysis. ➢ Supported institutional clients and account holders by providing invaluable insights on plans, industry changes, and plan impact on existing accounts. ➢ Struck a cadence of continuity and growth by driving continuous improvement efforts while upholding Individual Investors business unit, institutional client partners, legislative, and regulatory priorities. ➢ Optimized product offerings for College Savings segment by introducing new offers, modifying / decommissioning features, services, and underperforming offers. ➢ Cultivated a collaborative environment unifying team, staff, partner, and vendor strategies that expedited program delivery to meet business objectives.
Led multiple teams to manage high-impact operations in back-office and small business retirement plan services while guiding correspondence teams to interface with retail / retirement account holders. Organized change initiatives across systems, processes, and business initiatives, owning the entire pipeline from development to implementation for back-office operations. ➢ Oversaw a broad range of special projects, serving as Project Manager and Workstream Leader to plan, develop, and execute enterprise changes ranging from $10K to $5M in value. ➢ Deepened enterprise credibility with clients and contained costs by owning business strategy development and implementations. ➢ Forged cohesive partnerships with the Executive Office, Legal Counsel, IT, Risk & Control, Public Relations, and vendors to promptly resolve client escalations.