• Lead contact center and IT implementations with Subject Matter Experts, Senior Management and other cross-organizational teams to bring new benefits administration client offerings to production• Manage Health and Welfare, Defined Benefits and Defined Contribution projects for corporations and government agencies, including Medicare support and agency employee benefits administration• Lead cross-functional teams and manage interdepartmental activities• Plan and direct projects, and manage to budgets and scope, implementing clients on time and in budget using Waterfall and Agile methodologies• Lead internal and client facing meetings, including senior leadership• Coordinate training, documentation and testing functions• Identify and implement process improvements and consult on best practices• Participate in new business activities• Manage client satisfaction and escalated issues - documenting project status, risks and issues• Manage new tool and process implementations for existing clients

Manage teams performing defined contribution (DC) non-discrimination testing.Review test results to ensure accuracy before releasing to clientsIdentify and resolve complex nondiscrimination and compliance issuesServe as a technical resource on testing issuesManage special projectsMonitor regulatory changes and assess impact on testing clients

Client facing Project Manager on the Business Process Outsourcing (BPO) transformation team. The purpose of the project was to transfer Benefits Administration support to best shore facility contact centers. Also worked to functionalize all US Ben Admin centers to leveraged BPO model and transform tools used to EDS BPO standards.Manage projects across multiple client teams and support groupsMaintain project plan schedules and dashboards for project statusManage the rollout of systems releases and new processes to BPO end users Develop template knowledgebase for Defined Contribution (DC) plan processingManage recruiting and hiring activities for the Applications Delivery group. Duties include acting as primary contact for internal and external recruiters, and performing initial interviewsManage client specific implementation projects for our largest client. Duties included:Create and manage a project schedule in MS ProjectRun planning and status meetings with internal staff and external client contacts

System owner and change agent for Health and Welfare (H&W), Defined Contribution (DC), and Service Center administration systems and processes. Manage projects across 70+ clients and numerous internal usersGather and consolidate enhancement requirements and prioritize enhancementsDevelop documentation and training requirementsCoordinate user acceptance testing of enhancementsManage the rollout of systems releases and new processes to Client Servicing end users Major accomplishments include:Managed the development and implementation of a new participant contact preference and E-mail communication methodologyCoordinated the implementation of a new user authentication (PIN) architectureDeveloped QA processes for cyclical administration processingManaged a project to eliminate Social Security Number from participant documentsCoordinated oversight of all functions of the year end annual H&W enrollment process Represented the Client Delivery (CD) teams with our Product Management groupDeveloped a new model for H&W core module documentation and training needsDeveloped an H&W Client Delivery (CD) focus group and champion networkManaged the UAT effort for administration processing system enhancements Developed procedures to comply with HIPAA privacy rules Coordinated internal effort to implement a DC strategic partnership Defined, implemented and managed the entire year-end tax form production (1099Rs) effort for all clients for which we produce tax forms. This included post-production corrections and filingRan, reviewed and documented year-end ADP and 415 compliance testing for clients Provided technical, regulatory and procedural support for DC client teams

Project management, process development and client servicing team support.Defined business needs and required systems enhancements Coordinated user acceptance testing of enhancementsProvided technical and compliance support for client servicing teamsEvaluated new products Documented and developed training for regulatory changes and systems enhancementsManaged interface between client servicing and business development groups Major accomplishments include:Developed and delivered a daily valuation training program for teams new to daily processingManaged a major project to define and implement enhancements required to upgrade the Towers Perrin recordkeeping systemDeveloped workflows for cyclical and participant level DC, DB and H&W events processingDeveloped best practice procedures for DC, DB and H&W administrationPerformed technical review for discrimination testing performed by client teamsEvaluated and tested vendor ADP discrimination testing systemsDeveloped and delivered training sessions on regulatory issues, including MRD processing , involuntary cash-outs and Defined Contribution overviewPerformed internal audits of DC clients and recommended processing and systems changes to improve efficiency and profitability

Defined Contribution (DC) consulting and recordkeeping for clients of up to 40,000 employees. Direct managerial responsibility for a nine-member administration team that supported clients with annual billing of over $1,500,000. Calculated client billing and maintained profitabilityMaintained client relationships and provided technical consulting support on DC issuesProject manager for all administrative issues and valuation workHiring and performance management of my team and quality assurance for their work Ensured plan compliance with IRS regulations and non-discrimination rulesProvided financial analysis and reconciliation of plan assetsDesigned and presented a recordkeeping administrator training program Established and implemented quality control procedures for valuation processingDefined and managed new plan conversionsDelivered new business proposals and presentations