Overall accountability for the client satisfaction, relationship, financial results, and resources of benefits administration delivery for my clients. • Manage the benefits delivery across multiple Large Market clients• Creates and manages client Open Items List, Project Plan, Open Enrollment, and all other one-time projects• Ensures the appropriate integration between the administrative and Shared Services teams (COBRA, FSA, Service Center) to ensure quality delivery of ancillary services • Manages and is accountable for client Profit & Loss results

Overall accountability for the operations performance, including meeting and exceeding client contractual performance standards and leadership scorecard operations measures. Responsible for monitoring and improving standard operations practices within the delivery group. In addition the Operations Manager is responsible for and manages the delivery group’s offshore efforts.• Manage the Health & Welfare delivery of operations across eight Large Market clients• Manage offshore resources including transition of work to increase capacity onshore• Proactive management of dashboard measures and scorecards for the delivery group operations • Monitors adherence to Aon Hewitt best practices for operations

• Serves as the primary resource to the client, client team, and shared services• Onboarding of new Benefits Operations Managers and Benefits Operations Administrators• Coaching and development of the Benefits Operations Managers and Benefits Operations Administrators• Conduct training for the ongoing team and provide content for Benefits Center training• Management of Shared Service groups across both Health & Welfare Enterprise platforms• Management of the monthly financial process across both Aon Hewitt Mid-Market platforms• Implementation and management of the Co-Op program for Aon Hewitt Mid-Market platforms

Responsible for all ongoing work, capacity and utilization management, identifying process improvements, client and third-party administrators primary contact, works with all Aon Hewitt Shared Services that impact ongoing operations, tracking the status of all outstanding work, meeting and exceeding contractual performance standards for the client.• Built and managed the ongoing relationship of multiple clients• Monitored internal and external Service Level Agreements in order to effectively manage the team• Review of Standard Operating Procedures to ensure all client requirements are met for ongoing delivery• Assessment of system defects to define impact and control damage or risk• Monitors Benefits Operations Administrators performance to ensure results are achieved• Manage Annual Enrollment and Year End Processing for aligned clients

Responsible for resolving complex participant issues, conducting research, analyzing plan provisions, resolving system edits, and responding to Customer Service issues.• Addressed client’s ongoing concerns and supplied viable solutions to problems• Responsible for issue resolution and to ensure proper documentation and follow-up takes place• Developed and maintained Standard Operating Procedures• Responded to Customer Service requests, analyzed and resolved problems, and identified ways to improve data integrity across multiple systems

Customer Service Representative • Coached other associates on information accuracy and identified areas of improvement• Answered employee’s client specific questions while maintaining high information accuracy• Maintained call flows that supported client provision updates to ensure the correct information was given to plan participants