Overall Site Leader and Office Management - St. Petersburg, Florida locationDirect accountability for twenty-four H&B administration clients within TELUS Health Retirement and Health Solutions sector.Direct management of ten reports with responsibilities in systems configuration, requirements, testing, implementation and ongoing administration.Indirect management of fifty-three additional resources on servicing client on day-to-day operations.Responsible for TELUS Health administration of Shared Service teams for COBRA, Direct Billing, ACA Reporting, QRDO administration and Vendor Management of sub-contractors for benefits administration.Responsible for delivery in service level agreements, vendor management, change management and revenue and profitability targets.Direct escalation point for key client contacts and within TELUS Health leadership on client delivery.Direct management of employee engagement initiatives, goal setting and delivery.Actively involved in RFP processes and presentations.Consistently maintain individual high employee engagement scores above organization goal.Indirect management of offshore resources on servicing benefits administration under organizational responsibility.

Direct accountability for one of the largest H&B administration clients within LifeWorks large market sector.Direct management of five reports with responsibilities in systems configuration, requirements, testing and ongoing administration.Indirect management of ten additional resources servicing client on day to day operations.Indirect management of eight additional off-shore resources on servicing client on day to day operations.Responsible for delivery in service level agreements, vendor management, change management and revenue targets.Direct escalation point for key client contacts.Actively involved in development of innovation and participant experience enhancements to client delivery.Actively involved in RFP processes and presentations.Consistently maintain high employee engagement scores above organization goal.

Mercer Global HR Outsourcing ProviderPrincipal/ Sr. Operations Manager – Service DeliveryLarge Market• Direct management of Client Services team with oversight for onshore and offshore resource allocations.• Responsible for management of financial results and out of scope revenue.• Key client contact for delivery of services including client retention and satisfaction.• Responsible for integration of additional client business units regarding ongoing delivery and change management work activities.• Responsible for defining Service Level Agreements and ensuring delivery exceeds client expectations.• Responsible for proposal and contract management.• Responsible for monitoring trends to recommend to client and internal partners continuous improvement activities.• Responsible for training and mentoring of others in management roles.

Operations Manager - Health and Benefits Centralized Operations (Dallas and Houston Service Centers)Shared Service - Vendor and File Management Operations (2013 - Present)• Key leader in the development and implementation of a Mercer Health and Benefits Administration Shared Service, including business rules development for the technology, supporting the processing of outbound file management for 21 clients/over 350 vendor files serviced out of Dallas and Houston Service Centers. • Responsible for the development of key performance indicators and internal Service Level Agreements for the management of vendor file processing and transmission. Including but not limited to management summaries of files processed, metrics tracked and issues logged/resolved.• Manage staff, both onshore and offshore, responsible for ongoing vendor file processing and transmission of complex/custom outbound files while maintaining strict adherence to file processing procedures and escalations protocols. • Serve as a subject matter/best practice expert on the outbound file process within Mercer Health and Benefits Administration services.• Oversight for the change management function surrounding Mercer's Health and Benefits Administration outbound file management process as it relates to internal systems changes, management reporting and client escalation process.• Dallas office Diversity leader for Mercer Benefits Administration Employee Engagement and Employee Business Resource Groups.• Dallas office Sponsor for Mercer Benefits Administration Local Chapter of Rising Professional Network Employee Business Resource Group

Delivery Manager• Direct management of Implementation service teams .• Responsible for successful completion of client engagement by planning, executing and controlling all phases of the project.• Responsible for defining Service Level Agreements and ensuring delivery exceeds client expectations.• Responsible for continuous improvement of processes and methodologies.• Key contact for senior client management.• Assist with client prospect presentations and proposals for software implementations. • Responsible for creating and managing financial budgets and staffing plan

• Leader and direct manager of Implementation, Interface and Client Support teams across three diverse Care and Disease Management systems serving hospital and health plan providers.• Monitor day to day team responsibilities and projects.• Responsible for defining implementation strategy and process for complex, enterprise software solution.• Primary functional contact for client delivery operations with internal department leads. • Key escalation point for account services and senior client management.• Assist with client prospect presentations and proposals for software implementations. • Responsible for creating and managing financial budgets and staffing plans.

• Responsible for engagement and transition lead for total HR outsourcing clients with services inclusive of HRMS, Payroll, Call Center, Recruiting, Performance Management, Benefits and Compensation.• Managed HR Outsourcing total contract revenues of approximately $8M.• Managed integration and cross organization support including Legal, Finance, Procurement, and Delivery.• Represented organization in vendor management of third-party HR system integrators.• Performed executive level strategy and partnership meetings with clients.• Supported additional client prospects through sales process, including RFPs, pricing proposals, delivery solutions and contract review.