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 stakeholders regarding business processes, procurement/onboarding, content management, training and quality assurance that ensures teams are aligned with core values, while also the first line of defense for daily support activities and conflict resolution.

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 cloud-based contact center software and accountable for IVR/ACD workflows, workforce management, call forecasting and reporting-analytics. Created and managed strong relationships with a diverse group of both internal and external stakeholders to support contact center operations by obsessing about the member experience and identifying areas of strength and opportunity. Initiated, participated and implemented numerous process improvements focused on operational workflows, standard operating procedures, agent proficiency, and operating costs, saving millions of dollars and improving member experience. Led, motivated, trained and coached on an ongoing basis both direct and indirect reports. Identified gaps and removed obstacles to performance and developed action plans that aligned with business needs. Created, collaborated and updated an effective new hire agent training-development program and content management system with educational efforts that infused culture and brand voice.

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 universities.• 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 100-seat call center in Kansas City, MO while ramping down responsibilities of outsourced provider and relocating the operational teams (50 miles) from branch to corporate office. • 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 new culture development.

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 operations, service excellence, problem resolution, and call center management.)• 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 improvements meeting or exceeding contractual obligations regarding service level agreements, key performance metrics and compliance regulations.

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 process improvements reducing customer effort and improving quality assurance and first contact resolution. • 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 and engagement related to voting participation at shareholder meetings.