Patrick Bleffer Email & Phone Number

Charlotte, Nc, Us

Charlotte, North Carolina, United States

• Lead a team of 10-15 Client Services Managers (CSM), overseeing support for universities and hospitals in the Southeast Region.• Lead, mentor, coach the CSM team providing encouragement and feedback• Manage client assignments, capacity planning, and conduct performance reviews.• Supervise administrative operations for approximately 140 clients with $84 billion in assets under management.• Resolve complex technical and sensitive issues using strong organizational awareness.• Develop strategies for continuous improvement and streamline operational activities, driving servicing efficiencies.• Execute strategic vision through performance management and project management initiatives.• Partner with business leadership to identify priorities and tools for strategic initiatives and process improvements.• Provide individual coaching to team members, enhancing client relationship management.• Deliver executive-level client updates and regional sales/service product pipeline views.• Collaborate cross-functionally with front and back office teams to ensure effective information sharing.• Influence business plans for plan sponsors and consultants, and act as a Subject Matter Expert (SME) in multiple products and systems.• Manage aspects of finances such as pay and variable compensation.• Sponsor business continuous improvement plans and mentor the YoPro (Young Professional) employee resource group.

I work with business partners on the implementation of business plans and strategy and is responsible for structuring interaction, communication. Responsibilities include ensuring overall client satisfaction by managing day-to-day client facing administrative and all plan operational needs and requirements of the institutional client relationship. Provide critical support toward the efforts to increase plan efficiencies, growth in premium and transfers-in, new account acquisition to TIAA, and increasing asset retention. Primarily responsible for increasing the consistency and quality of brand delivery as it relates to administrative efficiency, and the support for operational transactions, especially to those client administrators with daily responsibility for the retirement benefits program. Relationship Management and Client Business Planningo Build relationships with the Benefit Plan Administrators and their staffso Provide institutional clients with information on all operational and administrative aspects of TIAA products and serviceso Handle complex, technical, and sensitive sessions or inquirieso Develop administrator training, education/communication workshopso Coordinate Plan Participant Communications related to administrative efficiencies and plan administrationo Coordinate adjudication of Plan Participant issueso Collaborate with Retirement Administration on Plan remittance issueso Provide leadership on administrative issues and processes and perform project management to improve retirement plan operationso Manage the administrative support for assigned plans including research for complex problems, appropriate client contact documentation and transaction special handling and resolutiono Analyze Plan and Participant data in support of service and business strategyo IRS Plan Limitso Compliance Issueso Fiduciary Plan Issueso Manage benefit office relationships estimated of $5+ billion

Charlotte, North Carolina Area

• Analyze data to provide suggestions for improving processes/controls• LEAN TIAA-CREF way – 2 day Prototype Design of new CCT process• During LEAN provided $1.2 million in savings through combining teams• Provided up to 80% efficiency in workflow for problem resolution and process• Coordinate workflows and caseloads for up to 40 consultants• Answer average of 30+ to internal customers calls a day relating to process, procedure, and problem solving and resolution of account issues.• Make 10+ outbound calls a day to clients providing information on turnaround time for problem resolution, company expectations and final resolution and follow-up.• Trained in processing multiple different types of transactions – lump sum, MDO, TPA, Loans• Trained in providing maintenance for the multiple different product lines• Responsible for understanding how each of the products works, limitations and restrictions• Responsible for understanding TIAA-CREF’s policies and rules for each of the products and providing this information to the front lines and participants• Transfer Payout Annuity (TPA) Lead and Subject Matter Expert (SME)• Point of contact when contacting other units. Ex. Tax, treasury, middle operations• Responsible for relationship building with other units• Responsible for case load of 15-60 active participants with pending issues• Provide single point of contact and set participant expectations for expected completion• Privacy and fraud research and resolution.• Assist in training new team members on intake procedures for escalations.• Provide training and writing training manuals for the Customer Care Team• Provide testing experience for developers

Assisting our 3.3 million participants with things such as retirement planning, general allocation, service and sales.

Ba, Business

Activities and Societies: Varsity Soccer

Bachelor'S Degree, Business/Commerce, General

Activities and Societies: Varsity Soccer