As Director of Business Analytics and Reporting, I was accountable for leading 2 analytical teams to develop and maintain operational metrics, dashboards, and client reports that delivered actionable business insights for a range of internal/external stakeholders. Compiled and disseminated accurate daily activity metrics to better manage workflows, capacity models, executive-level scorecards, employee dashboards, and a monthly metrics package.Some of my key contributions include:➥ Compiled daily activity metrics to better manage workflows, capacity models, executive-level scorecards, employee dashboards, and a monthly metrics package.➥ Designed reporting strategies to track performance of 25 operational teams, increase transparency, and support senior leadership’s strategic decision-making process. ➥ Leveraged business intelligence software to design and automate reporting dashboards, providing improved visibility into trends and key performance indicators (KPIs).➥ Produced employee dashboards to benchmark team performance against goals. ➥ Authored business analyses (encompassing real-time activity metrics, capacity models, scorecards, and employee dashboards) to support leadership’s capacity management and staffing efforts. Facilitated meetings to discuss findings and evaluate outliers.➥ Led the Ideas@Work program, spearheading the compilation, prioritization, and implementation of new ideas from frontline employees to elevate Retirement Plan Services. Scaled the program from 50 to 150 new ideas in 4 years. Consistently ranked #1 in submissions and cost savings, delivering $1MM in total cost savings.➥ Developed executive-level scorecards to identify high-risk areas; rolled into the Stoplight report.

Between 2016 and 2022, I provided guidance and support for internal staff in the areas of internal systems, workflows, plan documentation, regulatory/compliance requirements, external markets, financial products, industry trends, and account management best practices. Among my contributions, I drove efforts to improve service quality, optimize the service delivery model, and enhance customer satisfaction.Some of my additional contributions include:➥ Led cross-departmental teams to manage high-impact projects; employed lean management and Six Sigma best practices to streamline workflows, capitalize on efficiency gains, and compress project cycles.➥ Developed new processes, procedures, metrics, and data to generate efficiencies and deliver customer value.➥ Spearheaded the deployment of consolidated customer offerings and automated solutions, resulting in 3K+ hours in annual time savings and an 80% reduction in outstanding account receivables.➥ Led a continuous improvement project to introduce self-service functionality to client reporting, resulting in a 65% reduction in turnaround times.➥ Orchestrated the deployment of DocuSign for the account management team, expediting customer-facing processes and reducing turnaround times by 75%.

As Director of Service Delivery, I was responsible for leading four teams of 20 Business Process Experts to manage all service delivery activities, from creating regulatory/compliance notices through database administration and other service delivery support functions.Some of my key contributions include:➥ Spearheaded continuous improvement efforts to enhance efficiency and capitalize on automation opportunities. ➥ Leveraged a macro to automate Fee Disclosure notices, eliminating 100 hours of manual work annually. ➥ Led a project to consolidate procedures across multiple teams and products into a centralized shared location, resulting in increased efficiency and reduced onboarding times.➥ Established a committee to review and update procedures on behalf of account management and operations teams.➥ Provided expertise and oversight to resolve client-impacting issues and provide a frictionless customer experience.

As Senior Business Process Expert, I led an agile team to overhaul client-facing processes, metrics, reports, and methodologies.I developed full-fledged capacity models, employee dashboards, and other tools to guide and inform leadership decisions. I also provided guidance and expertise for 80 Account Managers in the areas of system transitions, process flows, record keeping practices, industry trends, and regulatory/compliance requirements.Some of my additional contributions include:➥ Launched an automated participant statement review process, resulting in 800 hours of annual time savings.➥ Drove the successful resolution of 100+ potential statement issues each quarter.➥ Instrumental in the deployment of a new recordkeeping system; provided expertise to automate 90 workflows. Recognized with the Most Valuable Employee Award for outstanding contributions to project success.➥ Implemented Salesforce CRM within the Account Management Department, resulting in streamlined workflows, improved data accuracy/transparency, reduced risk, and industry leading client retention rates. Generated significant referral and repeat business opportunities via the platform.

Between 2008 and 2010, I led 3 operations teams with up to 40 direct reports to manage key financial functions in the Defined Contribution and Defined Benefit Retirement Plan business with $12B in assets under management. Some of my contributions include:➥ Designed and implemented an organization-wide staffing model.➥ Implemented process and efficiency improvements that reduced the team’s staffing needs by 25%.➥ Co-developed a batch load method that reduced dividend payment/processing times from many hours to a few minutes.

I joined Lincoln Financial Group in 2001, where I managed 401(k), 403(b), and 457 retirement plans for clients ranging from $15MM to $600MM in assets under management.Among my accomplishments, I played an instrumental role in the enterprise system conversion that transitioned 204 companies and $6B in assets. I also mentored junior analysts to upskill and elevate team performance.