Dexter Moore Email & Phone Number

Manages Project Leads that provide end user testing and quality assurance services within the benefits administration departmentAct as a stakeholder in all QA processes and communicate with other team managersEngage/lead new QA processing initiativesManages QA leads on new implementations, conversions and upgraded projectsAttend workshops and meetings involving in corporate changes and LOB joint venturesDefines the overall client U.A.T. strategy for a given implementationWorks with the project manager to establish the client U.A.T. strategy and timeline for each implementationActively participates in the preparation and delivery of QA presentations to clients regarding the test strategyProduces documents for each testing operationTrains new members on applications and QA processesParticipate in conference calls and meetings with clients to establish the testing structureAttend workshops and meetings involving corporate changes and LOB joint ventures

Functions as a team leader, overseeing work for Senior Analysts and AnalystsDaily review and monitoring of client SLA levels to ensure they are metProvides feedback to Senior Manager regarding Senior Analysts and Analysts; responsible for performance management for the teamAnalyzes project and work demands and allocate team resources accordinglyManages external and internal client projects such as implementations and re-enrolmentsLiaises and meets directly with clients concerning the day-to-day management of their outsourced benefit programsInvestigates client issues and proposes timely and cost-effective solutionsDevises ways to continuously improve team operations; identifies systems inefficiencies and implements appropriate plan of actionCoordinates quarterly and annual reporting for clientsInteracts with other Client Managers and provides support where necessaryAttends and leads internal training sessions to build knowledge of industry topics and trendsTrains and orients new client administrators on systems and proceduresPerforms other tasks and special projects, as required

Maintain a high level of client relationship managementAct as liaison between clients, other service provider's and programmers to further develop and foster the client relationshipResponsible for prioritizing and distributing work among the team membersProvide to management status reports on all clients that belong to the teamParticipate in SSG Program meetings to represent the teamLead regular client status meetings including providing status reports, meeting notes, etc as determined by client's needsDevelop action plans for all clientsDemonstrates leadership through: challenging others to develop as leaders while serving as a role model; proactively initiates, develops, and maintains effective working relationships with team members; generates enthusiasm among team membersAble to balance team workload to team capacityProvide training and mentoring to BAsAble to balance multiple competing priorities to sustain a highly productive and respectful work environmentAble to motivate and coordinate others to achieve goalsEncourages subordinates to think independently and contribute to achieving team success through the achievement of mutually beneficial goalsAnalyze complex business requirements for system enhancements and develop comprehensive solutions for change requests in order to translate them into terminology that enables programmers to code their solutionPrepare Specification requirements for Client Upgrades or for enhancements to the client's current system versionEnsure the system meets legislative compliance and accuracy standardsFormulate quality assurance standards/programs for client installationsPerform project management tasks such as preparing and managing work and project schedules, coordinating required resources, estimating and quoting custom work

Analyst support for Canadian and International clients that administer Defined Contribution, Defined Benefit, Payroll and Insurance plans using CPAS Systems Inc softwareLead regular client status meetings including providing status reports, meeting notes, etc as determined by client's needsFollowing the FAST methodology prepare Specification requirements for Client Upgrades or for enhancements to the client's current system versionProvide daily support to clients during system development and implementation, including telephone support/contact for clientsCoordinate Data Conversion, analyze data conversion issues and recommend resolutionsProvide testing for system enhancements or defect corrections using test cases created while preparing specificationsProvide clients with test casesProvided client training for use on the CPAS system or new functionality implementation and prepare training manualsCreate comprehensive release notes for custom work and update delivery documentsComplete monthly support and maintenance updatesEnsure the system meets legislative compliance and accuracy standardsFormulate quality assurance standards/programs for client installationsPerform project management tasks such as preparing and managing work and project schedules, coordinating required resources, estimating and quoting custom workWork with clients to determine possible custom work to enhance their administration processes and systemsTo assist in team goals for revenue generation for the current yearIdentify, define and develop solutions to client needs of high complexity