Manage the scope of services for Fiduciary Advisory Services Program. Accountable for ensuring the execution of a development and delivery plan for products and features, including requirements gathering, story development, delivery management, and performance troubleshooting. Drive the product lifecycle, product growth, profitability, and collaborate with Sales, Technology, & Retirement Accredited advisors to manage needs and deploy action plans to achieve business results.

Charged with overall delivery and management of the client service experience, including client advocacy, transition management, and problem resolution. Led client contact management and collaborated in the transition and coordination of clients to the company, including review supervision and approval of new accounts.Successfully improved the client satisfaction rate to 95%, the client retention rate to 93%, and the referral rate to 91% after designing, testing, and deploying monthly… Show more Charged with overall delivery and management of the client service experience, including client advocacy, transition management, and problem resolution. Led client contact management and collaborated in the transition and coordination of clients to the company, including review supervision and approval of new accounts.Successfully improved the client satisfaction rate to 95%, the client retention rate to 93%, and the referral rate to 91% after designing, testing, and deploying monthly service level agreement requirements that aligned the payroll provider and mutual fund company into a streamlined management methodology. Show less

Accountable for leading a team of Administrators responsible for the recordkeeping of 401k retirement plans. Executed the facilitation of the transfer of substantial client assets, records, and invoices, while maintaining the legacy systems history for future inquiry research. Conducted cross-functional collaboration with subject matter experts and fostered a seamless transition between the client and the third-party vendor, assuring service excellence.Successfully integrated Middle Market… Show more Accountable for leading a team of Administrators responsible for the recordkeeping of 401k retirement plans. Executed the facilitation of the transfer of substantial client assets, records, and invoices, while maintaining the legacy systems history for future inquiry research. Conducted cross-functional collaboration with subject matter experts and fostered a seamless transition between the client and the third-party vendor, assuring service excellence.Successfully integrated Middle Market Operations into a functional environment by segregating the service, contribution, and distribution plan teams. Performed oversight of daily plan functions and served as the liaison to Senior Management on the progress of the ongoing business.Effectively led the de-risking of $500M in client assets, with 100% client satisfaction and minimal impact.Recognized with the firm’s prestigious President’s Award for excellence in converting small business retirement clients to outsourced recordkeeping vendor over the course of 9 months with no interruption in client service Show less

Acted as main contact between business units and technology for enhancements of proprietary Small and Middle Market 401k recordkeeping platforms. Maintained project plans and facilitated testing and implementation of budgeted technology

Responsible for managing team of Administrators for recordkeeping of 401k retirement plans. Successfully integrated Middle Market Operations to functional environment, segregating the service, contribution, and distribution plan teams. Oversight of daily plan functions, and served as liasion to Senior Management on progress of ongoing business.

Managed a portfolio of small business retirement clients and provided financial investment expertise in retirement planning. Executed daily valuation and recordkeeping, processed enrollments, fund exchanges, corporate actions, payroll contributions, loan disbursements, hardship withdrawals, distribution requests, statement fulfillment and verification, qualified domestic relations orders, mergers/acquisitions, and ad hoc annual reporting requirements.

Responsible for the daily recordkeeping of Middle Market Defined Contribution plans. Managed relationships of 10-15 clients with assets up to $5 million. Processed payrolls, loan repayments, enrollments, distributions, qdro's, fund exchanges, and indicative data changes. Facilitated plan design changes, quarterly statement generation, as well as administrative reports for clients.