Jill Taylor Email and Phone Number

• Engage leaders and administrative teams to identify challenges and gaps• Identify and develop new tools/solutions to solve for administrative pain points • Assess, refine and manage core process documentation • Develop and execute effective training plans and training with regional staff• Build a strong network of relationships nationally to monitor administrative functions• Identify best practices and lead the implementation as national standards• Act as a consultant offering advice and influencing partners on processes and in program design impacting leaders, advisors and admin staff• Champion and role-model effective communication, process documentation standards and change management on various initiatives• Identify and engage appropriate business and technology stakeholders to complete deliverables • Lead sessions with stakeholders to elicit requirements and make qualified recommendations for business decisions.

- Develop, Implement and maintain key business processes in support of strategic objectives- Working with project teams create operational excellence in the Member Experience division- Identify processes for review and improvement identifying opportunities to integrate processes across administrative business lines to increase efficiencies- Training initiatives with other lines of business- Administrative onboarding established and maintained- Gaps identified and resolution in training, knowledge and processes- Identify and institutionalize regional best practices- Mitigate risk by ensuring front office processes adhere to regulatory and compliance conventions developing practice standards as needed.

•Capture and monitor annual service plans for clients and update Contact record.•Assist Financial Consultants with pro-active contact with clients.•Coordinate and manage activities of clients’ advisory teams, including external support specialists.•Act as the delegate for Financial Consultants, when necessary.•Assist Financial Consultants with updates and maintenance of pipeline. •Review reports and identify potential business opportunities. •Book Mining.•Facilitate team meetings and work in collaboration with the administrative team to support clarity and consistency of processes, tools and preparatory as it relates to the outcome of the huddle discussion.•Participate in engaging clients to further discover MDs value proposition.•Marketing Initiatives as needed.

•Interact with Managers to develop and improve common administrative processes by promoting integration in each regional office.•Designed and deliver content and resource materials around administrator coaching, leadership, performance reviews, development plans, rewards and recognition and training outlines.•Development of best practices throughout the business line•Full assessment and update of reference materials, processes and procedures •Monthly group calls implemented to discuss best practices, new procedures and processes as well as a venue to connect with colleagues across the country.•Recruitment of Regional Investment and Regional Trust Administrators•Customized and co-ordinated each new hire training program. Track the delivery of the training activities and prepares progress reports for management. -Assessed skills of Regional Administrators through ongoing communication with the specialists and peers. Make recommendations for the continual development and training. Provides feedback on progress to the specialists and management.. •Managed the performance review process by providing feedback on development and performance, including poor or inadequate performance of Regional Administrators in the zone by collecting feedback from the specialists.•Coaching on business line’s best practices, personal and professionaldevelopment.•Maintained high standards of operational efficiency and control by overseeing office procedures. Make/recommend/implement changes within the Zone including assessing administrative practices in each regional office making recommendations to streamline processes or re-balance workloads as required.•Monitored workloads to identify the need for additional staffing.•Identified opportunities for administrative process improvement executing implementation of new or upgraded processes within regions.

•Dealt directly with clients for general requests and inquiries, and proactively resolve client issues with HO Operations or with the specialists. •Highlighted cases where client contact frequency is not in line, and made recommendations on appropriate action to resolve.•Managed the schedules for road trips and client meetings - including planning based on referral requirements .•Proactively contacted clients to provide updates and discuss various aspects of estate and trust activities as well as investment services.•Interacted with the local and regional teams to provide status on referrals, updates on client meetings, actions on client problems.•Participated in estate settlement process according to the Central Administration guidelines - including inventory of assets, view of the deceased's home, processing of documentation and paperwork, interfacing with clients, and generally assist as needed. •Responsible for the accuracy and adherence to compliance (according to MDPT IC Policy and Procedures Manual) of all documentation for new and existing clients.•Implement and maintain a follow-up system for inquiries, complaints and problem resolution, and for ensuring that established MD Private Trust service standards are being met in a timely matter.