Business Unit Head, Health & Welfare (Hw) Adminisration Market
Jacksonville, Florida Area
As EVP and head of CitiStreet's Health and Welfare (HW) Administration business, I was responsible for overseeing client service delivery, operations strategy and direction, and growth of profitability for this market segment. I managed over 325 employees responsible for client relationship management, day-to-day health and welfare operations, and systems implementations including new business, strategic enhancements and client change management. In July 2008, ING acquired CitiStreet. In 2009, ING made the decision to exit the HW business.I drove the organizational process to sell ING's HW administration business, including identifying potential buyers, negotiating with finalist, communicating with employees and clients, and ultimately, agreeing to and communicating the decision to cancel the sale. Upon canceling the sale, I developed the HW Exit Strategy which included focusing on client transitions, HR/people issues, aggressive financial management, vendor partnership agreements, and internal interface services. Significant accomplishments included: 1) Achieved 100% satisfaction from all departing HW clients on their transitions. All the clients expressed that we had exceeded their expectations in terms of continuing to deliver high levels of quality service throughout the entire transition period. 2) Retained employment for over one-third of the 325 employees impacted by the HW Exit Strategy. Based on commitment to support employees through additional training (e.g., resume writing and interviewing skills), many employees found internal positions within ING. 3) Achieved financial results that were significantly better than plan. In 2009, financial results were 26% better than budget, in 2010, 43% better than budget and in 2011, 45% better than budget.
