Mark Miller Email & Phone Number

My position involves overseeing production support and reporting system outages, playing a pivotal role as a technology partner. I have been instrumental in providing platform health data analysis and metrics across five key channels, which include Participant Web, Sponsor Web, Mobile, Recordkeeping, and Representative Tools. Working with product owners led to significant improvements in page performance load times, achieving up to an 86% faster response time for our clients. Key responsibilities include updating controls documentation, policies, procedures, and business continuity plans, and working with internal auditors to close gaps, achieving 100% compliance. I also generate various monthly and as-needed leadership reports for OKRs and Key Performance Indicators, contributing to a major funding approval of $50M for 2024.Additionally, my role involves creating weekly leadership briefings on production incidents and key releases, and keeping leaders informed about progress towards key initiatives. I proficiently utilize Jira/Confluence to track initiatives, epics, and releases, providing key progress updates from Agile Release Trains, especially during the critical period of the TD Ameritrade merger.

Member of team responsible for managing all aspects of RPS’ most profitable business offer, significantly growing managed services from a 10% client utilization rate to approximately 75%, with $12B in AUM. This position required me to support sales and investment teams with ongoing information and data support, along with completing RFPs necessary to secure new business. I also assisted the field with client due diligence requests, generating proof points such as increased participant savings and retirement tracking. Acted as the sole product SME on numerous calls with plan consultants, providing support for industry's first Advisor Managed Accounts product and decision-making for areas including mechanisms of the offer while addressing any performance concerns. Key achievements included creating data and trend reporting for the leadership team, which demonstrated increased managed account utilization and asset growth amongst participants and clients. Led the effort with BI and operations to create a roadmap for successfully onboarding a mass migration of clients to managed accounts, meeting a stringent deadline and saving the firm $1.2M in expenses.Additionally, I was responsible for annually updating Form ADV and Summary of Material Change documents for SEC filing and client dissemination, ensuring regulatory compliance. As a product owner, I participated in sprint demo reviews to provide feedback on UX improvements, enhancing the client experience. Collaborating closely with technology teams, I ensured proper web functionality through ad hoc UAT and production testing for technology releases.

I was responsible for designing and creating training sections for participant services on new Exchange Traded Funds (ETFs) offerings. I also played a crucial role in providing constructive feedback to developers regarding system design, system errors, trading speed, and accuracy. This involved bridging the gap between departments and functioning in a cross-functional role that encompassed project management, quality assurance, and systems testing. Additionally, I initiated several iterations of department-specific ETF training from Q1 through Q3 2014 and successfully rolled out a new participant chat channel in the contact center, enhancing customer communication and service.

My role encompassed assisting in the design of the organizational managed accounts ETF training program. This required leveraging business manager input to understand overarching objectives and managing the workload of outside vendors on key sections of training.I proactively presented reinforcement training solutions to leadership, ensuring that training modules were not only comprehensive but also effective in meeting our strategic goals. This included organizing and mediating monthly informational sessions for client services teams.A key accomplishment in this role was the execution of a large-scale training build through the project cycle and its subsequent rollout. I facilitated bi-weekly meetings to ensure timeliness in meeting targets and provided total project group progress updates.My efforts led to the successful launch of training for the Sales team in Q4 2013. I was also instrumental in developing training outlines and agendas for additional departments to support 2014 initiatives and finalized a consultant positioning strategy for sales and client-facing teams.Furthermore, I updated and rebuilt several key resources used in communication by client-facing employees, streamlining the process and enhancing the quality of our client interactions.

I played a pivotal role in orchestrating a complete and highly successful overhaul of the Quality Assurance process within the Participant Services Department at Charles Schwab. My responsibilities included coaching representatives to enhance their business development skills through proper positioning and qualifying questions. I also supplied the Change Management team with pertinent information and provided Schwab leadership with call examples that demonstrated the successful implementation of consultative approaches.I took the lead within my team on a new managed accounts retirement plan offer initiative, setting a precedent for innovative service offerings. My expertise in this area led to a request from department leadership to spearhead additional reinforcement training and meetings. This ensured that call center representatives effectively communicated the benefits of managed account services to clients. My dedication and exceptional performance were further acknowledged when I received an invitation to participate in a 6-month corporate-sponsored leadership training program.I established a mentoring system within the team, fostering a culture of best practice sharing and professional development. My ability to consistently meet deadlines for the completion of all reviews and efficiently coordinate meetings with managers and individual representatives significantly enhanced overall departmental performance.

I served as an advocate for participants at Charles Schwab by providing comprehensive counseling on a wide range of topics, including asset allocation and personal finance, demonstrating my commitment to client success.I acted as a crucial liaison between tangential departments, ensuring the effective implementation of procedural and operational changes. Additionally, I excelled in lead generation, contributing to the acquisition of over $30 million in new IRA rollover assets for affiliated Schwab enterprises. My ability to resolve escalated call issues by leveraging partnerships with other Schwab departments positioned me as a trusted resource within the department.When required, I capably assumed a team lead capacity in the absence of management, showcasing my leadership skills and proficiency in managing team dynamics.