Anita Michael Email and Phone Number

Manage a group of 200+ associates who provide ongoing delivery support for 15 defined contribution, pension and/or health & welfare clients, representing approximately $125M in annual revenue. Responsible for client retention, business planning, operating income, associate retention & engagement, staffing, and client quality.• Consulted with a Fortune 100 financial services client on operational structure for their benefits group and personnel alignment within this structure• Achieved aggressive productivity gains each year through performance management, global sourcing, LEAN operational efficiencies, and adoption of improved governance model• Revised the process used to assess colleagues for intra-role promotions and increased oversight on performance management to ensure that performance was effectively and equitably managed in Hewitt's Connecticut Business Group• Led the expansion of the Northeast Talent Team into the East Talent Team, addressing engagement and talent issues (e.g., succession planning, retention, onboarding, building proficiency) for all five business groups in the eastern U.S.• Mentored women through formal and informal mentoring programs, helping them identify and achieve their career goals• Co-created, modified, and delivered training related to navigating difficult client conversations, improving the communication skill and confidence of client-facing colleagues

Managed a group of associates who delivered ongoing health & welfare and pension services for a Fortune 100 detail-oriented, hands-on client, representing approximately $11M in annual revenue. Accountable for meeting or exceeding the client’s benefits delivery expectations, for integrating with other HR outsourcing approaches and efforts, and for team and financial performance.• Created the ongoing operating and governance structure for benefits administration to integrate with this client’s existing multi-process HR outsourcing procedures, earning positive client feedback• Addressed unexpected volume of post-implementation issues and participant cases, managing the team back to a maintainable steady state• Created security protocols and processes to ensure appropriate access controls were in place and maintained, resulting in positive audit results• Led the expansion of Hewitt’s Connecticut Engagement Team into the Northeast Talent Team, addressing engagement and talent issues regarding the manager/associate connection, clarifying career progression opportunities, and associate recognition

Managed three groups of associates (Client Assistance Team (CAT), Transaction Accuracy Audit Team, and the Compliance Review Team) who evaluated the quality of transactional processing and/or adherence to requirements and legislation across the HR Outsourcing Benefits client base and provided dedicated assistance to remediate quality issues. Responsible for overall operations management, business management, process improvement, and resource management for the three groups.• Developed the delivery model and processes for CAT, created the method for prioritizing clients in need of assistance, and developed leadership reporting and visibility into CAT operations• Increased leadership visibility into the capabilities of Hewitt’s client-facing and internal Benefits auditing groups and identified additional ways to leverage this expertise for internal quality assurance and compliance

Managed a group of associates who implemented, maintained, upgraded, and deployed systems for a portfolio of six HR Outsourcing Benefits clients. Responsible for operations management, System Development Life Cycle adherence, process improvement, business management, and resource management. • Participated in the creation of a new operating structure for Hewitt’s benefits outsourcing business and led the smooth transition into that new structure for the Connecticut outsourcing delivery group• Mentored a woman through the Women in Leadership mentoring program and helped her assess and attain her career goals

Managed HR Outsourcing Benefits client services and the associates who serve these aligned clients (United Technologies Corporation, Citigroup, Xerox).

Led benefits service implementations for Defined Contribution and Health & Welfare projects (Xerox Health & Welfare, Citibank Active Health & Welfare, Zeneca Defined Contribution).