Mike Gillette Email & Phone Number

Boston, MA, US

Boston, MA, US

• Responsible for the day-to-day branch operations, overseeing ~40 resources and leading strategies to provide excellent customer service, as well as achieving the business development goals for Fidelity on the south.
• Collaborated with PI’s innovation lab, implementing a pilot “Branch of the Future,” including the latest processes and technologies, improving customer experience, and driving efficiencies
• Implemented a growth strategy, expanding an office of 25 individuals into 36 within 18 months, including a diversified and inclusive alignment with the community, driving a $100M increase in net new asset acquisition.
• Leverage leadership expertise to strategically distribute human resources, reducing the time needed for face-to-face interaction
• Direct the customer experience, sales goals, operations, and sales, providing the leadership to achieve consistent success and contributing to the overall growth of the organization

Boston, MA, US

• Oversaw the development of a new market capability and customer acquisition for the organization, building the infrastructure and transforming resources and staff to deliver investment and savings assistance concerning.
• Led the onboarding of needed talent for the business development team, growing from 0 associates to 150 within 3 years
• Directed 14 teams, 14 managers, and ~400 associates, building lifetime customer relationships and delivering assistance to direct clients in making sound decisions concerning retirement planning, leading the.
• Collaborated with Fidelity’s Workplace Investments (WI) product and marketing teams, driving phone volume from minimal calls to 1.4M phone calls within 2 years
• Established quality measures and practice management processes, resulting in 300K new PI crossover customers within 4 years, achieving better participant outcomes for Fidelity retirement participants
• Managed an effort for Workplace Participant Service, creating and providing advice for 25M workplace participants in anticipation of the Department of Labor Fiduciary Rule

Boston, MA, US

• Directly managed 125 registered sales associates and financial planners, as well as 8 sales managers and 1 site coordinator, overseeing the contact center rollover, net new asset flow, and investment product sales
• Responsible for the hiring, training, compliance, compensation, results, business planning, and customer experience activities for sales functions, exceeding annual net flow and discretionary money management goals.
• Led the transition of 30 professional sales representatives focusing on transactional sales opportunities to financial consultants providing 1:1 sales and investment guidance concerning customers with more than $250K.

Boston, MA, US

• Directed the phone activities, initiatives, and results across 3 phone centers, overseeing the pivot from a transactional function to a relationship function, transitioning from Workplace Investing Participants to.
• Established an increase in functional lead production by 286% per associate, resulting in a 218% increase in net flows and a $1.6B increase in participant net flows in 2008
• Integral member of the Stock Plan Services Leadership Team, creating strategic business initiatives that secured 2M participants and 225 clients, as well as first-time business profitability

Boston, MA, US

• Led a team of 13 project managers, overseeing the seamless transition of a new stock plan services business into Fidelity
• Established a solid performing team, securing 3-year averages of 200K new participants, 55 new clients, and 115 new surveys
• Responsible for dropping the cost per implementation by 25%, resulting in reducing cycle time by 50% and increasing client the satisfaction score by 30pts

Boston, MA, US

• Hired to fill the position of first Stock Plan Account Director, creating business goals and leading the organizational expansion, growing from 0 clients and 0 participants to over 90 clients and 1M participants within.
• Established the roles and responsibilities for each position, modeling the competencies needed to achieve success
• Directly managed the stock plan relationship for 13 institutional clients comprised of over 400K participants and $4B in money stock option value, including Verizon Communications, Shell Oil Company, Starbucks.

Boston, MA, US

Master Of Business Administration - Mba, Business Administration And Management, General

Ba, Broadcast Journalism