George Macneil Email & Phone Number

Cambridge, Massachusetts, United States

Responsible for the governance of an outsourced service partner in relationship management, service delivery, contract management and risk management ensuring that contractual obligations, key performance indicators, and service level agreements are completed with satisfactory results for nine (9) different workflows. Collaborate with internal and external.

Boston, MA

Effectively built and managed B2B relationships with multiple outsourcing and vendor partners to deliver on member support, operational KPIs and contractual requirements for 250-seat contact center supporting multiple channels. Launched two new contact centers in nearshore locations while successfully transitioning outsourcing partners. Implemented new.

Newton MA

• From Upromise Investments led the strategic re-alignment of another Sallie Mae subsidiary, Campus Solutions from outsourced to insourced service delivery of tuition payment plan administration supporting colleges and.
• Led the project management, change management and implementation efforts of transitioning and relocating contact center and operational teams in different locations, meeting aggressive target deadlines. Launched new.
• Directed contact center and account management teams through strategic initiatives and daily operations and responsible for team performance, key performance indicators and service metrics, training, quality assurance.

Newton MA

• Manager | Director | Vice PresidentFINRA Series 6, 63 Licenses / Series 26 Registered Principal
• Served as registered securities principal with supervisory and operational responsibilities in managing the day-to-day service strategy and operational functions across multiple teams (account services, mail.
• Operational lead for 529 college savings plan conversions and service initiatives for state program administrators and financial investment advisors. Implemented new service features, software enhancements and process.

Boston MA

• Manager | Director | Sr. DirectorFINRA Series 6, 63 Licenses
• Directed client services and outsourced operations teams in strategic initiatives improving customer service and service delivery standards to financial advisors and shareholders. Implemented service features and.
• Directed the day-to-day call center management activity, ensuring prompt, accurate, articulate, and proactive service delivery.
• Managed outsourced service provider regarding transfer agent contractual obligations operational service level agreements and service delivery. Coordinated with proxy advisor firm regarding shareholder communication.