Bridgewater, New Jersey, United States
Identified opportunities that were winnable, profitable, and fit strategic growth and earnings objectives. Built the operational, product management and sales machines that drove success. Offer significant capabilities in the business line management and full product life cycle continuum, including pre-sale, product development, sale, post-sale execution, ongoing service, cross sell, operations, new product, existing product, product enhancements and corporate branding. Relentless focus on commercial viability. Worked in both Europe and the US. Contributed significantly in numerous operational and team leadership roles. Crafted well targeted strategic business plans and followed through with equally powerful operational improvement and leadership. Served as key “go to” person in numerous launch and turnaround situations. Skilled in developing and supporting multiple products and channels across a spectrum of organizations serving both large and small companies in consumer, commercial, government and military markets. Ready to help growth companies successfully enter new markets, and enable market leaders already in established niches to maintain and expand business, and successfully leverage digital opportunities and manage products in an era of conservative customer spending. Relationship Management / Strategic Planning / Team Leadership / Multi-Department Collaboration / Tactical Execution / Multi-Product / Multi-Channel / Positioning / Brand Enhancement / Sales Optimization / Product Development / Marketing / Revenue Growth / Profitability / Matrix Alignment / Customer Experience Improvement / Market Research / Program Management / Alliances / International
Managed and led over 100 people in the voluntary product customer and proposal teams. Accountable for $8.2 million expense budget and $2 billion revenue plan. Led customer new product introduction and responsible for all customer implementations. Management of multi-product, multi-segment proposals generating over $4.5 billion of revenue. Re-engineered sales proposal process increasing volume by 40% and 5 products while maintaining a level staffing model. Improved closing ratio by 31% in the regional market and 26% in the national accounts market through the effective use of strategic selling.
Started up and led the first ever National Accounts operations team which focused on service delivery, efficiency gains and services and sales operations across all of National Accounts. Created, started up and managed the first ever Dalbar Award recognized project management certification program. Managed $1.8 million expense budget and $1.2 billion revenue plan.
Increased quality and efficiency of work site benefit enroller network by reducing from over 750 people to less than 400 of the right people. Created, designed and launched automated customer onsite enrollment management system which was nominated for an industry award. Managed $5.7 million budget; reduced fixed costs by 17% and variable costs by 3%.
Revolutionized claim processing by creating and launching the industry leading dental product website enabling online claim processing including auto adjudication; led the dental, disability, property and casualty and specialized benefit resources web channels. Oversight of all day to day web operations; launched the provider and customer portals. Integrated the call center and web customer experience. Managed the voice of the customer and market research.
Managed the top three internal clients and their respective service level agreements; developed product strategy and launched new product offerings. Managed merger integration planning and implementation; collaborated and advised business heads on new organization structure, transition plan and integration. Developed an overall client strategy and management plan for the Customer Advisor Services Group and Client Services team including the identification of key investment managers, reporting and plans for the top 17 clients. Managed virtual team in New York, London and Singapore.
Identified and evaluated the costs and benefits of outsourcing product systems, operations and client services. Formulated and managed corporate six quarter strategic plan for Worldwide Securities Services global product business. Developed and implemented global strategy and marketing plan for $1.6 million campaign for Global Consumer Bank. Initiated project management process for $1.1 billion revenue business.