Frank Olson Email & Phone Number

Chicago, Illinois, Us

• Responsible for overall client relationship management of 21 ongoing clients that cross industries, including government, transportation, retail – an annual $1.75 million book of business• Hands-on implementation expert for clients, overseeing 2-4 implementations simultaneously while managing project work of five analysts and three data resources• Responsible for anticipating client needs and develop creative solutions to help solve their problems, strategizing with clients to determine long-term solutions that best represent the full suite of Origami Risk offerings• Present and negotiate pricing for Statements of Work, Invoices, and Contract Renewals• Nominated for formal mentorship program to three analyst-level employees

Chicago, Il, Us

• Managed and developed a staff of five pension and healthcare benefits operations managers to ensure quality, productivity and professional growth.• Oversaw daily pension and healthcare operations for multiple clients to ensure service level agreement targets were met or exceeded.• Reported and delivered operational results to upper management, focusing on areas that were performing well, and recommending an action plan for areas that needed improvement.• Led in-person client governance meetings to discuss operational health, operational results and future initiatives to improve overall team strength.• Monitored work supply versus work demand to keep each client team properly staffed at a management and analyst level.• Worked in partnership with clients on complex participant issues to resolve each issue on time and in the best interest of the participant.

London, Gb

• Managed several annual and monthly processes across multiple client teams ensuring final and intermediate deadlines are met, while keeping the broader internal team and client aware of potential risks. • Consulted on potential Pension Plan Termination and Pension Retiree De-Risking projects, and advise clients on government regulations that need to be followed. • Designed participant communication, ensuring documents are legally compliant, while keeping messaging informative and relatable to the targeted population. • Developed standard operating procedures for newly implemented processes by working with internal processors to meet predetermined client needs. • Headed a successful Continuous Improvement program seeking to increase team capacity while decreasing processing time needed for daily activities. • Reviewed client Summary Plan Documents and internal requirements documentation on an annual basis for plan changes and required updates. • Participated in face-to-face client meetings, adding insight to ongoing projects and making recommendations for projects to be added in future iterations.

London, Gb

• Managed several annual and monthly processes, ensuring final and intermediate deadlines were met, while keeping the broader internal team and client aware of potential risks. • Designed monthly task management routines for team associates to ensure required work activities were completed and documented on time. • Completed change orders to implement system improvements based on guidelines set forth by the client. • Provided daily coaching and feedback to associates on-shore and with off-shore groups regarding current performance to enhance future performance. • Leveraged shared service associates to decrease processing time across work activities and increase available capacity from dedicated team resources. • Led meetings between clients and 3rd parties to ensure decisions between stakeholders were made with complete background knowledge of the project and an insight into potential impact. • Quality tested system configuration changes, prior to the changes becoming visible to end users, for accuracy and usability in the new functionality.

• Worked through reconciliation on the three largest pension projects – Actuarial Valuation, Form 5500 filing and external audit – to deliver each project with quality to the internal group responsible for the ultimate creation of the report or filing. • Identified process improvement needs and implemented changes to assure a shorter turnaround time and higher overall quality. • Created and rewrote procedural documentation for processes that were either non-existent or out-of-date. • Led training classes for newly hired associates on the basics of pension provisions and governmental regulations. • Trained multiple associates on-shore and off-shore groups in pension calculations, trust procedures and pension payroll processing. • Communicated daily with various trusts to correctly fund payments, balance accounts and resolve individual participant issues in a timely manner. • Balanced and reconciled the monthly pension payroll file to ensure that 50,000 retirees received their benefit payments for the correct amount and on the correct date.