Jonathan Pratt Email & Phone Number

Houston, Texas, Us

Corebridge Financial used to be AIG-Life and Retirement, in a remote capacity:Accomplishments- Business sponsor, thought leader, and process expert for $1 million project to switch credit card vendors- Worked with sourcing to negotiate $250k in vendor savings over 5 years - Worked with contact center to update IVR to encourage online payments reducing premium and bill calls by 2%- Created a repeatable process to annually audit our Third-Party Administrators and rolled out to peer functional units- Proactively planned 11 cost benefit projects potentially saving $160k annually with 5 on the project calendar- Implemented over 20 process improvements and over 9 technology innovation initiatives- Redefined priorities used by automated work selection processes and SLAs are met 99% of the time by domestic teams and third partiesLeadership- Provide project updates to CEO and executive team members- Drove solutions within our employee engagement committee to evaluate and improve conditions at work- Identify, plan, and transition work to third party processing vendor- Promoted 2 team members into new roles within their teams- Took ownership to alleviate Department Head of complex and escalated disbursement complaints and Department of Insurance reviews- Empowered disbursements lead to take on financial sign-offs Responsibilities- Simultaneously led 4 teams totaling 12 team members across virtual and physical sites, with overseas responsibility to leaders and staff of 45 more- Oversee all United States based Life Insurance policy billing and premium payment support, group billing and payments, surrender/loan/exchange disbursements, as well as audit and market conduct exam supports and responses- Led departmental hiring efforts and manage the team through coaching, talent development and bi-annual targeted reviews. - Support internal and external audits, state market conduct exams, provide vendor and contract oversight, and work with internal governance

New York, Ny, Us

AIG-Life and Retirement became Corebridge Financial, in a remote capacity:Accomplishments- Submitted a critical solution, obtained executive approval to design an enhancement to auto apply complex payments which reduced outstanding weekly items 94%, reduced contact center calls 5-10%, saved 9 offshore FTE ($225K annually), and applied payments 5 days faster- Initiated customer response letters which reduced customer confusion further supporting 5-10% reduction- Reduced Service Level turnaround times 34% to better serve customers, which averaged 3 days faster- Built and presented two major cost benefit analyses which had future impact of over $1 million each- Established quarterly customer survey analysis to identify trends, opportunities, and improvements- Strategized clearing of aging suspense accounting for general ledger itemsLeadership- Represent the business to gather requirements, define QA and UAT test cases, support testing and provide formal sign off for 7 projects such as ebill, phone payments, paper bill updates, grace/lapse letters and automated payment updates - Unified two separate teams and cross trained all team members to eliminate single points of failure, and increased knowledge and skilling capabilities- Developed team members to autonomously own daily work, and meet service level agreement timetables- Developed 3 Team Leads and 1 Business Analyst, also grew 2 direct reports that promoted to new roles- Project Manager for 4 projects with our check payment lockbox vendor so we could implement key changes without waiting for resources - Participated as a mentee in a mentorship program to develop future senior leaders- Completed networking conversations to better understand overall practices in New Business operationsResponsibilities- Simultaneously led 2 teams totaling 13 team members across virtual and physical sites, with overseas responsibility to leaders and staff of about 30 more.- (The rest mirror the role above)

New York, Ny, Us

Accomplishments- Reduced FTE, saving $45,000 annually, by working with training department to transition 25% of volume to dotted line resources, also coordinating directly with dotted line leadership to transition 10% more- Developed process improvement tracking spreadsheet so ideas were retained and pursued - Completed cost analysis of deposit process improvement, we did not implement saving $52,000 over 5 years- Defined and delivered future state of Billing and Collections technology and processes for organizational effectiveness- Coordinated resources domestically and overseas to complete critical daily work, reducing out of standard by 99%- Created a career path concept for Senior Leaders to solution same seat promotion opportunities and expectations Leadership- Mentored 2 first time leaders through hiring and other leadership challenges- Challenged 3 team members with growth opportunities that led to career progressions within AIG- Provided UAT (User Acceptance Testing) oversight, plan writing, and delegation of testing completionResponsibilities- Simultaneously led cross functional teams totaling 11 resources across sites, with overseas responsibility to 21 more- Led Premium and Billing while leading additional functions like Group Billing, Suspense, and Disbursements- Resolved escalated cases, interviewed, hired, processed timecards, and provided bi-annual employee reviews

Lansing, Mi, Us

Before our Jackson location underwent a reorg out of state, I led 15 onsite and telecommute team members representing two departments (Financial Distributions and Incoming Phone Payments).- Coordinated resources across 3 locations and 12 teams to adjust for completion of critical daily work- Led VP and senior management to increase team member engagement by creating clear expectations and career path- Implemented training agenda to fill gaps in existing team member knowledge and improve new hire onboarding- Coordinated 3 departments to reduce ACH errors by 95%- Identified and utilized team member productivity gaps to reallocate resources in support of greatest need- Reviewed and approved/rejected wire transactions for fraud related to red flags- Mentored 4 team members using newly created career progression and gave others growth opportunities- Created threshold alarms to proactively notify us when service levels were becoming a concern- Increased service level for incoming calls from an average of 80% to 92% - Held conversations with team members regarding their performance- Identified procedural gaps and encouraged team members to own the creation process - Assist with escalated cases, interview, hire, process time cards, and review service experiences to identify Jackson errors

Centennial, Colorado, Us

My Career Progression at TCA before relocating to Tennessee:- Temp Assignment: Transfer-In Rep- Relationship Technical Specialist- Relationship Manager II- Sr. Conversion Manager- Supervisor, Advisor Services- Manager, Advisor ServicesA few successes in various roles outlined above were:- Defined key performance indicators, reduced workload by 34%, coached team to improve accuracy from 90% to 98%, and reduced trade error exposure by going 98 days without an error- Led a group of peers to redesign job family, descriptions, and standards resulting in creation of a tangible career progression based on performance and growth, then developed and promoted 50% of team members to generate a more versatile workforce- Assisted in developing a strategic plan and road map with senior leadership to increase adoption of technology- Led a variety of teams (Acct. Setup and Maint., Transfers-In, Investment Deposits, Statements) Conducted performance discussions (employee reviews) to develop talent and implement new company values, and trained on budget writing for 4 departments by analyzing department costs and projecting salary progressions- Openly engaged in dialogue with teams to generate improvements and procedures, 50% implemented- Reduced new account application from 12 pages to 2 pages- Participated in over 8 special projects where we improved our technology and workflows- Participated with and provided support to sales team for over 10 clients- Created/executed a new training program to teach the methodology of our proprietary mutualfund and equity trading platform internally- Demonstrated the proprietary software and its features to prospects, as well as new and existing clients- Cultivated strong relationships, resolved client problems, anticipated and responded to client needs, and processed daily requests for company’s second largest client with assets of $1.4 billion- Taught client to utilize system to reduce trading time from 32 hours to 3 hours

Zurich, Ch

Having newly moved to Denver, I was excited at the opportunity to work with UBS Financial Services in this temporary role. I assisted with the conversion of over $40M of customer assets, and in a dual capacity was promoted to the operations center to serve as a Branch Service Associate.My responsibilities with UBS involved the following:- Onboarded new representatives and assisted with necessary paperwork to create, open and fund new accounts- Pre-populated mailings and documents to simplify the conversion experience for representative and client- Tracked documents to completion and assisted in obtaining needed corrections- Provided ongoing support to new representatives to ease their transition- Entrusted to train new employee to become a Conversion Specialist, assisting with increased volumes

Increased company volume by 30% after becoming the production coordinator.- Lead generation, file acquisition, and file submission- Pre-qualified applicants based on financial status, credit, and property evaluations- Advised on loan services and terms, explained the features, benefits, and advantages of each product, while cross selling numerous loan types

- Vetted loan files for pre-qualification standards- Aligned loan officers, underwriters, and clients for accurate, efficient, and timely processing- Conducted final review, and obtained final stipulations prior to closing

Colorado Springs, Co, Us

Bachelor Of Business Administration (Bba), Accounting

General Studies