Support the execution of key initiatives, accelerate rollout of programs, and provide support for the program portfolio. Report to the Business Planning Manager and collaborate with a wide range of key stakeholders including senior management, segment associates, IT and others.I have a deep understanding of the internal business units, and have the ability to create executive level presentations and communications, communicate changes to a wide range of audiences, act as a liaison to IT, and possess technical skills to execute on business unit strategy.Liaison to the Relationship Management, Case Management, and ATC teams for delivery of key metrics via the appropriate channel (i.e., intranet) and executing on key initiatives.Consult with Solution Delivery Group on the design, testing, and delivery of new products and services for internal associates and external clients.Develop and execute a business readiness strategy in support of the FIXIT Select Digital program.Engage in varying levels of project management, including assessing business needs, developing specifications, coordinating with others, validating data, performing/coordinating reviews, developing success metrics, and resolving issues.Expertise in problem solving, able to manage/administer multiple projects with competing priorities and have the ability to meet critical project milestones and deadlinesExcellent verbal and written skills and ability to communicate to varying audiences, including the Select Leadership Team, internal associates, IT, and other business partners across the organizationAbility to think strategically to address and solve business unit pain pointsDemonstrated experience in translating business needs into technical requirements

Responsible for ensuring overall client satisfaction by managing the daily administrative, operational, and record-keeping needs of our institutional clients. In addition to overall client support, partnered closely with our Virtual Relationship Managers, Administrative Telephone Center consultants, and key decisions makers across the organization to provide best in class service to our Emerging Segment clients.Served as admin./operational support SME, working with numerous institutional clients to ensure timelines/accuracy/efficiency; recognized top 5 performance on team of 20+Consistently met/exceeded performance benchmarks; received strong annual reviews and Plan Sponsor feedback (~4/5 Rating, ~4.7/5 Plan Sponsor Feedback Rating)Won Rising Star Award in 2014 for Institutional Client Service excellence. Created high-impact processes.Work in a fast paced, high volume, local team environment, to provide a seamless client experience through comprehensive support and a digital/centralized service model to the Emerging Segment Plan Sponsors Provide operational/administrative support including Online Remittance support Proactively anticipate and effectively respond to client service needs via multiple methods of contact (i.e. phone, email, written correspondence) Educate our clients on TIAA's wide range of financial products and services and ensure that plan sponsors receive the highest level of customer service at all times Provide institutional retirement plan consulting on topics including plan design, products, implementation, 5500 ERISA Filing, regulatory & ERISA Audits, and Administrative/Fiduciary responsibilities Communicate the impact of legal and regulatory changes to plan sponsors while working to generate new clients and assets through information gathering opportunities Participate in identifying and implementing process improvements/best practices for client efficiencies Support various organizational and ad-hoc projects

Led the review and coverage for daily and periodic trade and accounting responsibilities.Has full understanding of various department functions, including dividend processing and reconciliations, fund updates and oversight, and the OmniTrade platform.Assesses, monitors, and minimizes operational risk by processing all mutual fund transactions in a timely manner, properly aging and resolving all reconciling items, and ensuring the successful delivery of high quality service.Works with other Fund teams, auditors and other groups to enhance work processes and improve overall service delivered to our internal and external client groups.Acts as resource to the team, close colleagues, and other business groups, by answering questions, sharing opinions, and participating on special projectsEstablished mutual fund oversight and redemption fee procedures, addressing/executing mutual fund rule changes, and much more. Served as Corporate Action SMESaved TIAA hundreds of thousands of dollars in unnecessary costs shortly after joining Mutual Fund Ops team (2009) by executing action plan (created new process) after analyzing 1,200+ mutual fundsAutomated internal control processes in partnership with Controls and Risk Oversight business partners, reducing manual intervention by 1,000 hours annuallyConsistently meet/exceed performance benchmarks; receive strong annual reviews (4/5)Created and/or improved multiple SOPs for internal processesPartnered with Transition Management, Institutional Sales, and Client Services Management to create end-to-end processes for New Fund Setup, Asset Takeovers, Fund Changes, and Asset DeconversionEstablished specific LEAN methodologies and processes for Mutual Fund Operations in order to maximize effectiveness of LEAN within our team. Created daily LEAN huddle themes and topics to better serve Mutual Fund OperationsAssisted in the hiring and training of incoming Senior Fund Analyst before my departure to new role

Became a SME on the core operational applications (OmniStation, EXP AG, TOPS) within weeks of completing new hire trainingTrained and mentored new hires on a regular basisResponsible for analyzing institutional payroll deposits for largest clients at TIAACreated lost earnings calculations process for backlog in excess of 3,000 paymentsPartnered with Relationship Management, Legal & Compliance, on multiple contract conversion projectsParticipated in TIAA record keeping platform conversion from Legacy to OmniStationPartnered with various operational teams to assist with transaction backlogs: ADP excess deferrals, direct/indirect rollover, enrollments, and adjustment remediationCollaborated with Sungard Financial consultants to automate manual payroll processing, reducing SLA to T+1