* Accountable for daily operations and project management in a Civil Engineering office.* Maintain on-time delivery of services to ensure client goals are met.

• Accountable for operations and consultative services to large and complex 401(k) clients, ensuring the highest levels of customer service and satisfaction• Responsible for supporting a team through leadership, mentoring, and expertise• Initiate cross-functional collaboration with legal, compliance, systems, distributions/loans, and technical support• Proactively communicate record-keeping information to stakeholders, including compliance testing results, plan amendment and design updates, regulatory changes, product enhancements and new website functionality• Contribute to client retention and sales efforts

• Director of Defined Contribution administration team for 30 complex mid-to-large market clients, represented by $25 billion in AUM with over 250,000 participants• Managed a team of 24 Plan Managers and Plan Consultants • Led the transformation of a corporate service delivery model for 100 clients, re-engineering the market segment from dedicated client teams to distinct plan administration, relationship management, and functional operations teams• Instituted and moderated weekly governance meetings that developed service strategies, leveraged insights, and deployed best practices • Identified B2B opportunities for growth and cross-selling of corporate products• Worked closely with Resiliency, Compliance, and Risk Management teams to design, test, and implement solutions and upgrades, improving transaction processing and related workflows• Reduced expenses and increased employee engagement by leading division through Continuous Improvement initiatives• Supported growth through Request for Proposal (RFP) sales presentations and site visits• Responsible for problem resolution and communications with all levels of the organization, clients, and vendors

• Responsible for the full-service management of a mega-market client with $13 billion in AUM and 85,000 participants• Accountable for a dedicated team comprised of 3 Client Relationship Managers and 7 Plan Accountants that consistently exceeded Service Level Agreements (SLAs)• Recognized as the top-performing benefits supplier in a client-sponsored annual survey• Negotiated a contract rebid that resulted in securing a 7-year contract extension• Delivered expert client, operations, and project management for complex retirement benefit plans, including: Qualified, Non-Qualified, Deferred Compensation, and Director plans• Led weekly steering committee and quarterly service review meetings with key client stakeholders resulting in a trust-based partnership focused on exceeding goals • Prepared and presented cost proposals for plan enhancements and service expansion initiatives