Ken Cox Email & Phone Number

Westlake, Texas

• Responsible for client service management function for over 14,500 institutional retirement clients and nearly $800B in assets
• Manage three distinct client service organizations of 250 associates servicing clients ranging in size from small to the very largest in the industry. Clients include Tax Exempt and Corporate Markets.
• Implemented new client engagement model that involved redefining roles, process improvement, new compensation plans, marketing materials, call routing and desk top technology focused on significantly improving client.
• Managed a budget of $53M with associates located in 6 U.S. sites
• Achieved Top 2 box (extremely satisfied) client satisfaction score for all segments of 79% while decreasing costs by 10% over same time period

Westlake, Texas

• Management of 100 person staff that provided support for recordkeeping and customer service operations of 4,500 employees across six U.S sites and Bangalore, India. Responsibilities included capacity planning and.
• Implemented performance management and resource utilization programs in operations and call center functions that enabled a 20% productivity improvement.
• Provide organizational transparency to the use of all 4,500 employees that allow for the cross training and sharing or resources to meet peaks and valleys of business demand.
• Responsible for execution of organization wide human capital strategies. Efforts include management of site migration impacting 300 positions in order to reach optimal international footprint.

Marlborough, MA

• Responsible for budget and service quality of a 260 person retirement recordkeeping organization that spanned across 2 U.S. sites and Bangalore, India. Also accountable for organization’s performance on annual SAS 70.
• Migrated 80 positions of back office processing work to international service center in Bangalore, India resulting in $3 million in annual savings.
• Implemented quality improvement program that included process control review resulting in zero exceptions in the recordkeeping portion of organization’s SAS 70 audit.
• Lead site migration relocating 210 positions to predetermined Centers of Excellence within the United States.

Marlborough, MA

• Managed budget and service quality performance of 110 person retirement recordkeeping organization.
• Developed new hire training program and career path for employee population that improved development and retention of staff.
• Reduced backlog and turn around time on work item resolution by 35%.
• Developed risk management framework for all functions of organization and implemented Sarbanes Oxley signoff process.

Hartford, CT

• Managed organization of 200 customer service employees that were responsible for corrective and timely processing of medical claims and response to telephone inquiries.
• Reduced service center average speed of answer and claim processing turn around by 63% and 50% respectively through the deployment of performance management metrics and work load balancing.

Marlborough, NJ

• Responsible for service quality of 145 person service center that handled medical claims and telephone inquiries.
• Created best practices for ten international claim/call centers through call flow and process efficiency improvements.

Bachelor Of Science, Business Administration And Management, General

Activities and Societies: Syracuse University Rowing Team Captain 1993

Bachelor Of Science, Business Administration And Management, General

Activities and Societies: Syracuse Varsity Rowing Team 1989-1993 Team Captain 1993