Robert Dills, Mba, Cfp® Email & Phone Number

Valley Forge, Pa, Us

Valley Forge, Pa, Us

Valley Forge, Pa, Us

Execute a variety of complex tasks as the #GoDigital Program PMO Manager while overseeing a $17.1MM portfolio comprised of 7 major projects to include the automation of lower complexity processes, ensuring that technology combines seamlessly with operations and digitization of the retail forms strategy and service recovery process. Manage 5 cross-site project managers, while serving as Product Owner through partnership with the IT team, and channel security team after the adoption of the project; develop business cases and oversee integration of results into the decision-making process while leveraging Agile and Lean Management practices.Provide leadership as the Product Owner of a One-Time Passcode for the KBA Digitization and Automation project by utilizing in-house technology and vendors to create a verification process with an added level of authentication. (5-year Project: NPV of $1.6MM)Headed a key divisional digital metric project; collaborated with officers and high-level executives to adequately calculate and track digital adoption on retail scorecards where adoption had not previously existed; initiated a performance metric methodology on employee and department dashboards. Engaged in a business planning initiative for 2020 which included data analytics, forecasting, identifying employee savings, and teaming up with Finance to gain a complete understanding of financial modeling.

Valley Forge, Pa, Us

Servant leader to 180 multi-channel flex business line Registered Representatives, including 14 direct reports and 166 in-direct reports in a call center environment, by promoting best in class front-line quality service during client/affiliate interactions combined with significant back office operational improvements. Served as the Performance Management Communication Lead tasked with scaling the service model and crafting/sharing pertinent information with cross-level employees on job performance expectations, workflow requirements, and the completion of mid-year and yearly evaluations. Captured an $80MM savings by identifying the need for change and implementing successful operational transformation initiatives from a Lean Management perspective.Boosted proficiency by launching strategies that resulted in increasing staff engagement to 97% (FY2018) and ICS department results converting from a 27.5:1 to a 4:1 ratio of disengaged to actively engaged (FY 2017).Developed Standard Operating Procedures as Registered Principal Responsible (RPR) for Redemptions & Exchanges, IRA Money Movement Processes, and brokerage phone use procedures aligned with FINRA regulations on the trade of investments, stocks, bonds, and ETFs.Stood as Business Lead held accountable for growth in department client satisfaction from a 58% to 76% NPS client satisfaction score by delivering innovative procedural strategies. Held directly accountable for the mentorship and professional development of 80+ new leaders as a recognized pioneer of the RIG A+ Leadership Program.

Valley Forge, Pa, Us

Elevated the success of representatives by developing a comprehensive dashboard utilized to verify the quality of interactions, decreased processing time, created a personalized experience, and gave clients a singular point of contact. Oversaw and trained staff on the procedures for FINRA auditing of Flagship e-mail, complaint, mail, and fax communications, and simultaneously supported HNW Assigned Representatives entrusted with providing wealth management/financial services and guidance. Drove the success of 16 cross-site Registered Representatives tasked with responding to inbound and outbound communications with high net worth (HNW) and ultra-high net worth (UHNW) clients.Implemented an IMH Quality Program including the definition of goals/requirements; spearheaded the roll out and training of 500 representatives in the HNW division, increasing efficacy by $2.6 MM and reducing deficiencies by 73%.

Valley Forge, Pa, Us

Led a division-wide project focused on improving asset consolidation and quality of the client experience; drafted SOPs, found solutions to adequately identify hypothesis tests that resolved timeliness of follow up that impacted asset consolidation.Regulated a team of 14 cross-site representatives in the identification of existing/prospect retail clients’ needs.

Valley Forge, Pa, Us

Drove the professional success of 12 Flagship Registered Representatives entrusted to service 600+ HNW retail clients and directly advanced knowledge of the team as the Department Investment Acumen Committee lead. Incorporated the Richardson CRM Model into departmental training initiatives to expand client relationship management proficiencies and strong customer service among client representatives.

Valley Forge, Pa, Us

Stood as 403(b) Subject Matter Expert and earned Six Sigma Green Belt DMAIC Specialist certification and initiated strategic needs analysis to provide relevant solutions to clients’ financial service needs.Educated IIG Registered Representatives on improved methodology covering the provision of strategic support for defined contribution/ benefit accounts.

Valley Forge, Pa, Us

Assisted plan participants with defined contribution plan account service requests, selected to serve as a call quality intern, and selected as a team senior to coach peers on exceptional quality and metrics.

Master Of Business Administration - Mba

Coursera Introduction To Lean Operations Certification

Bachelor Of Arts - Ba, Business Administration And Economics