Annie Mcfarland Email and Phone Number

Spearheaded the implementation of a new billing system, successfully transitioning 475 customersCollaborated with cross-functional teams, including Software Engineering, Legal, Sales, Finance, Operations, and Audit to gather requirements, define project scope, and develop a comprehensive project plan Maintained regular communication with stakeholders, addressing concerns and providing progress updatesOversaw the work of specialists in data migration and testing, ensuring a smooth transition to the new systemConducted thorough testing, identifying and addressing issues to guarantee accuracy and reliabilityProvided training sessions for the BAU billing team, ensuring a seamless adaptation to the new platform and minimizing disruption to daily operationsProvided audit support by conducting transactional tie-outs on billing inputs and outputs, and performing walk-throughs of calculations, inputs, eligibility criteria, and end-to-end dataflowIdentified areas for process improvement, and proposed solutions that would improve accuracy and efficiency

Lead division of 1 supervisor and 13 direct reports accountable for the day-to-day servicing, project management, and implementation and on-going success of a multi-billion-dollar strategic clientCoordinated with multiple global teams to maintain and improve operational excellence, build a referenceable client, streamline operational processes, and provide training and demonstrationLead strategic client-initiative with internal and external executive-level stakeholders to re-evaluate operational and accounting workflows, establish industry best practices, streamline manual and error-prone processes, and expand audit coverage

Responsible for innovation, framework, and execution of cross-department strategic initiatives including Client Satisfaction Surveys, Client Engagement Model, Operating Metrics, and Senior and Executive support materials.Client Satisfaction Surveys - Coordinated and implemented revised satisfaction survey campaigns, including recipient audit, scoring methodology, and response and remediation workflow - Managed monthly survey administration and internal reportingClient Engagement Model - Established framework of best practices, leadership engagement, and client engagement expectations to facilitate operational excellence, standardization, and client retention - Created client health evaluation system and scoring methodology to identify revenue at risk - Managed and oversaw monthly reporting process, client sponsorship assignments, and training of new sponsors - Spearheaded the migration and automation of workflowOperating Metrics - Developed and maintained scorecard for SLA metrics including daily reconciliation, month- and quarter-end delivery, and key department quantity and quality of work metrics - Identified and evaluated operational and system inefficiencies to drive improvementsSenior and Executive Support Materials - Preparation of key leadership review decks with supporting metrics for SLT meetings, Board reviews, QBRs, and company and department townhalls

Lead a division of 2 supervisors and 20+ indirect reports responsible for the implementation and on-going success of over 300 U.S. institutional investors. Teach best practices for organization, prioritization, and workflow management. Cultivate culture of peer-to-peer feedback through daily stand ups, monthly iteration goal planning, and frequent retrospections. Counsel clients on new GAAP accounting guidance and trends amongst peers. Responsible for conflict resolution, increasing stickiness, and creating additional revenue opportunities. Conduct contract renewals and price negotiations with existing clients. Foster positive relationships with critical yet non-contractual third parties including custodial banks, investment managers, auditors, and consultantsCoordinate with Sales to expand current market by building referenceable clients, streamlining the implementation process, on-site training and demonstration, and assisting in the creation of marketing material. Heavily involved in resource planning, interviewing, and hiring. Participate in strategic planning and execution of company-wide initiatives for growth and expansion.

Lead team of 10 direct reports responsible for the implementation and on-going success of 150+ U.S. institutional investors. Mentored individuals on project management, communication, and relationship building. Managed valuable client relationships with accounting and treasury professionals of multi-million and multi-billion dollar investment portfolios. Conducted client training through on-site support, webinars, and conferences.

Created and implemented new employee training program. Audited certification study material and tests. Coordinated the creation of new training videos and document warehouse. Developed a new auditable training process for data reconciliation analysts that reduced training time from 6 weeks to 4 weeks.

Managed the onboarding process for hundreds of new clients across GAAP, Insurance, and Investment Management markets. Reconciled transactions and accounting entries in several reporting bases for multi-billion-dollar investment portfolios. Created SEC, NAIC, and GASB regulatory disclosures. Set up compliance monitoring and general ledgers. Provided training and conversion assistance. Coordinated and consulted with developers and product managers on new functionality, internal tools, and system controls.

Receptionist and document management. Scheduled semi-annual client portfolio reviews. Completed paperwork for new accounts. Compiled data for research and analysis performed by portfolio managers. Worked with Morningstar and Excel.

Receptionist, proofed ads with clients, proof-reading phone book in preparation for final printing, verified addresses and phone numbers for yellow pages, assisted with organization of delivery routes and schedules, and managed delivery groups.

Reconciled bank statements, filed taxes, processed payroll, and managed accounts payables and receivables for several small, local business.

Scheduled appointments and consulted with clients on photography needs. Advised clients on print orders and packages. Placed orders with print shop, and performed all mounting, framing, and book compilation. Assisted photographer with lighting and equipment. Reconciled bank statements, filed taxes, processed payroll, and managed invoices and accounts payables and receivables.