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.
• 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.

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.

• 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.
• 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.