Celena Egan, Mba Email & Phone Number

Rockland, Maine, United States

Manage projects, lead business case development, identify operational and system efficiency improvements through process mapping, lead gap analysis for prospective clients, redesign business processes, help integrate new business after point of sale to implementation and collaborate with the product team on system development projects. The RS BPO group is a retirement industry technology and service operations outsource provider. Every single day you come in, you put yourself in the clients’ shoes, anticipate their concerns and help them solve complex problems.

Rockland, Maine

o Manage all aspects of the installation process for small TPA Plan Conversions and Startup Plans. o Coordinate with internal Retirement Solutions groups including Plan Design, Conversions and Plan Administration to timely and successfully transition new plans.o Coordinate with plan sponsors, prior record keepers and or third party administrators to determine conversion time line and actions steps with delivery dates for all parties.o Manage client expectations to avoid any disconnects with process and timing standards.o Ensure collaboration with all internal parties while communicating to clients.o Proactively communicates implementation status to all interested parties.o Attend scheduled client conference calls to provide plan status and updates to implementation process.o Maintain relationship with Plan sponsor & Advisor until the Plan is successfully transitioned to Plan Administration.o Maintain contact and relationship with institutional client.

Rockland, Me

• Attend client calls o Share information with LM’s and associates• Client Communication o Ensure timely, clear, concise and consistent communication of all client, procedure and organization updates• Strategic tone setting and communication o Provide communication on direction and potential changes, share with the team and receive feedback• Key Initiative communication, planning, and implementation o Hiring for growth, training plan• Line Manager Development o Conduct individual associate meetings at least once per month to discuss and document performance and development o Provide timely coaching to associates on performance and behavior issues. Provide guidance to managers on problem associates.• Work collaboratively with peers across the department and organization on strategic and tactical challenges and initiatives. • Remain up to date on system and regulatory changes, proactively providing suggestions for system changes and enhancements.• Manage escalated issues in a timely manner and report them to appropriate RM/CRR.• Work within department procedures for problem resolution, recognizing when issues need escalation to senior management.

-Oversee recruitment, hiring and training/development of employees -Design and implement performance standards, track such standards, and use resulting data to provide employee performance feedback on an ongoing basis -Direct execution and management of system initiatives and service enhancements and ensure business objectives are met -Manage a staff of 14 employees including Conversion Analysts and Implementation Specialists. -These individuals provide plan level support in a variety of areas ranging from on boarding new plans to terminating an existing plan. -Responsible for maintaining relationships with Plan Sponsors, TPAs, Agents and Institutional clients as well as with our internal teams including Control, Systems Support, Operations, Payroll, Retirement Plan Account Manager and Client Services. -During this time I managed the Adjustment/Open Items Team as well as Conversion/Implementation Team,

Supported Medical office-which consisted of answering phone, triage, ensure doctors creditals are update to date, payroll, etc