Lead the TIAA Contract Transformation Strategy program of work.• Establish and execute a multi-year strategy for transforming TIAA’s contract design and record keeping processes to improve and simplify the client experience • Partner with leaders across the organization to socialize and gain support for the Contract Transformation strategy.• Build a multi-year plan and business case for the program of work and socialize and gain support for the business case.• Coordinate with Contract management team to insure timely completion of filings of new contracts/endorsements• As necessary assemble and lead cross-organizational teams that include key business partners, and program business consultants to achieve workstream objectives.• Collaborate with Legal and Product teams to draft, design and implement new contracts that support future products and future transformation.• Lead and Coordinate the design, enhancement and delivery of the NYDFS plan rule supplements• Maintain and update SOPs • Drive solutions that will eliminate unnecessary contracts, streamline contract issuance, simplify client/participant experience, reduce operating costs and transform and modernize our contracts. • Work closely with internal business partners including Institutional Sales and Services, Institutional Relationships, Product Delivery, Enterprise Integration, the National Contact Center, Finance and Actuarial, Web, IT, Operations, Corporate Strategy, Marketing, and Asset Management to ensure alignment/integration with the broad range of initiatives underway and planned that impact the institutional business.• Collaborate with key partners to project business and economic impact of external and internal changes to the business.• Design, and evaluate performance against, key business metrics intended to measure progress against workstream objective.

Lead a major cross organizational workstream of the company's pension transformation initiative, focused on improving the company's Offer, lowering the Cost of doing business while making it Easier for our clients to do business with company. Specifically, drive pension contract redesign and simplification in order to transform the operating models that support the institutional business and enable the company to bring new products and services to market faster. •Worked closely with internal business partners including Institutional Sales and Services, Institutional Relationships, Product Delivery, Enterprise Integration, the National Contact Center, Finance and Actuarial, Web, IT, Operations, Corporate Strategy, Marketing, and Asset Management to ensure alignment/integration with the broad range of initiatives underway and planned that impact the institutional business.

•Defined strategy and roadmap for the complete overhaul of TIAA-CREF’s eCommunications services including eMarketing and eDelivery to support strategic movement toward integrated targeted marketing campaigns that generate greater campaign lift and operational cost savings through implementation of email and eDelivery best practices. •Developed business plans and secured strategic funding to execute the strategy and roadmap. •Innovated with Marketing and the National Contact Center to define, develop and implement new promotional and incentive plans, including TIAA-CREF’s first national online sweepstakes designed to increase eDelivery adoption. With a $50,000 investment in 2010, the online sweepstakes innovated with multi-wave variable design targeted emails utilizing simple sign up and in six weeks added or converted 98,000 customers to eDelivery, which will save the company $850,000 in 2011.•Grew eDelivery adoption to more than 1MM customers or more than 50% of the online customer base generating a sustained CAGR of 23% over 4 years.•Defined new user interface and client experience strategies to simplify eDelivery adoption via online registration, increasing adoption from 45% to over 80%.•Defined new user interface and client experience for document management and retrieval and media preference management.•Redesigned the service model and outsourced the notification platforms to support both eMarketing and eDelivery, which increased capacity 10-fold and supported the implementation of email management best practices. •Worked with business and process owners throughout the organization to gain acceptance for the migration of existing paper based communications to eDelivery, increasing cost savings 300% to more than $5.6MM annually.

Lead enterprise level projects driving process, service, cost and experience improvements in the internet, intranet and mobile channels. Examples of work included:•Collaborated with Intranet leadership to define and manage program management plan for Intranet Services to include project assessment and prioritization, resource allocation, project management methodology adherence, budget development, release coordination and third party contract negotiations. •Led the project effort to select, design, develop and implement a new online banking product--Online Funding—which allows customers to immediately fund their newly opened account online. •Led the development and implementation of a new enterprise document management system. •Led the project effort to design, develop and implement a solution to provide regular purges for the Wachovia Payment Warehouse, which had been experiencing poor performance and was reaching storage capacity. •Led the project to sunset the South Trust intranet during the Wachovia-South Trust Merger. Coordinated the enterprise teams to facilitate the elimination of the South Trust Intranet and migration of essential functionality to Wachovia’s intranet. •Coordinated architecture assessment of Wachovia e-business Internet infrastructure. Identified common services and developed recommendations for future architecture based upon defined strategies of the Corporate, Retail and Asset & Wealth management divisions of the bank. Presented strategies, gap analyses and future architecture recommendations to senior management. •Led technical project management activities for the Open Financial Exchange (OFX) certification of the Wachovia Online Banking platform. •Coordinated development of baseline vendor risk management process for E-Business division to minimize operational and customer risk.

•Consolidated and implemented a single IT project management methodology based on JAD structure, which streamlined existing development and implementation processes and permitted cross-functional reporting and coordination.•Supervised corporate-wide Y2K project coordination and reporting which allowed executive council to focus resources on the highest priority projects.•Coordinated and consolidated all IT operational and capital budgets within Novant during merger allowing senior management to identify approximately $18 million in projected cost saving opportunities.•Developed pricing model and negotiated terms for service agreement to expand and link IT services to over 500 Physicians and their offices.•Maintained and reported on operational and capital budget status to senior management.•Managed and conducted information security audits and assessments.