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Client Services, Sales Support & Operations Executive
extensive experience in managing multi-site operations, due diligence, sales support, call centers, training and vendor services in the financial services industry. Expertise in managing people, projects and process re-engineering. Innovative team player who enjoys serving as change agent and developing a culture of excellence with a diverse workforce. Exceptional relationship management, team building and communication skills. Proven abilities in implementing solutions that enhance service, drive performance improvements and significantly reduce costs.
Vice President
About Me
Industry: |
Management & Business |
|---|---|
Occupation: |
Vice President |
Highlights: |
•Designed and implemented a national exposure control policy and the launch of a comprehensive collections system for all domestic Merrill Lynch branch offices. Created exposure control specialists within cross functional teams to monitor, follow-up and resolve outstanding aged obligations. Worked closely with the retail and institutional Branch Offices to ensure compliance to established parameters for charge-offs and proactively analyzed transactions that resulted in exposure. Resulted in the implementation of procedural and systematic methods that reduced outstanding items by 84%, along with an 85% reduction in dollars.•Participated in the Due Diligence Teams for international acquisitions and initiatives at Merrill Lynch. This involved detailed business reviews, on site audits and the compilation of workflows, issues and recommendations for the business integration. |
Ideal Companies: |
Merrill Lynch, Wachovia, Prudential Securities, Sunrise Senior Living |
Education level: |
High School/GED |
Will Relocate: |
No |
Location: |
Hillsborough, NJ |
Major Responsibilities
1. Played a lead role in the consolidation of over 26 Regional Service Centers and Home Office Operations into dedicated service teams in two sites, rendering significant service improvements and more than $100 million in savings.
2.Successfully launched 4 new websites and streamlined existing communication vehicles to support all investment related sales, marketing, operational, compliance and product enhancements for a field force of over 14,000 affiliated and independent producers.
Work Experiences
6/2004 - 2/2005
Metlife
Director / VP
- Manage internal and external vendor support services for the Disability Operations Group. This includes Call Center Support, Learning & Development and Data Intake Vendor Services. Oversee the respective Service Level Agreements, Audits, Strategic and Process Improvement Plans and budgets of approximately $30 million. Direct multi site staff of 12 Managers and Associates supporting each specialty area.
• Created a comprehensive Communication Strategy to support the Disability Consolidation Project. Provided milestones and timeframes for communicating the decision to move the business out of the Alpharetta Claims Office. Also developed media standby statements, a series of message points and Q & A per audience to ensure timely, consistent and appropriate communications in an extremely sensitive situation. Worked extensively with Corporate Communications, Legal, HR and the Executive Team to ensure a smooth and consistent process for all employees, leadership, stakeholders, customers and external entities.
4/2004 - 7/2007
MetLife
Director / VP
- Responsible for the strategic development, implementation, and management of investment-related, operational and procedural communications plans. Specific focus on driving all communications through the enhanced portal platform for all 4 Broker Dealer channels, supporting both affiliated and independent fieldforces of over 14,000. Oversee all 3rd party literature review and liaison with Legal and Compliance to ensure publications are approved in accordance with firm guidelines. Provide specialized management oversight and work across partner organizations for all communication initiatives. Manage the publishing and audit process for all Broker Dealer portals.
8/2000 - 9/2002
Merrill Lynch
Director / VP
- Direct the activities of a multi-site team of learning and development specialists responsible for all aspects of professional, technical and leadership development strategies for approximately 18,000 call center, operational and support staff in domestic and international locations. • Designed and implemented strategic change in the training model to improve technical knowledge and drive performance improvements for employees in the Branch and Home Office. Utilized the Six Sigma methodology to develop and validate the model.
• Deployed the new model to support the migration of approximately 1,000 positions in accordance with the six-month migration plan. This included tailored technical programs for all Business Units, on-the-job training, certifications for 250 mentors and all training related logistics. Leveraged technology to migrate 75% of training content from the classroom to web-based modules.
• Reduced overall operating expenses from $16 million to $5 million and staff reduction of over 85%, while providing Business Units with cost effective and efficient training and ongoing performance improvement tools.
• Provided platform for on-line call and task simulations and tools to assess attendance, feedback, tests and licenses.
• Directed organizational design and execution, performance management, talent assessment, succession planning and leadership development strategies that increased organizational learning and capabilities. Facilitated vendor selection, evaluation and management.
6/1997 - 7/2000
