Director, Program Management & Enablement

• Jan 2022 - Present

Lead a team of program management and enablement leaders responsible for strategic program management, learning and development programs, incident management, seasonal readiness, and continuous improvement initiatives supporting Customer Service Operations. Lead a team of program management and enablement leaders responsible for strategic program management, learning and development programs, incident management, seasonal readiness, and continuous improvement initiatives supporting Customer Service Operations.

Managing Director

• Nov 2015 - Nov 2019

Managed the strategy, planning, capacity, and overall execution of the Plan Compliance Services team which consisted of more than 120 associates including attorneys, accountants, business analysts, compliance professionals and offshore resources in India. The teams supported high volume client level operational processes, operating system and product initiatives from proposal to production, compliance and reporting functions, and managed and mitigated legal and regulatory risk for our 13,000 clients with Assets Under Management (AUM) of $557B. Show less

Sr. Director,

• Dec 2013 - Nov 2015

Led teams responsible for the end-to-end administration and compliance of retirement plans. Established the plan document unit, a new team responsible for administering the TIAA plan document offer. The effort included defining team structure, identifying candidates, obtaining funding, establishing the processes, procedures and controls, ensuring adequate training, and partnering across the organization to deliver the offer.

Director

• Oct 2011 - Dec 2013

Provided leadership and direction to specialized teams responsible for plan document compliance, legal agreements and client level plan set-up and maintenance activities for retirement plans.

Director Implementation Services

• May 2010 - Nov 2011

Directed specialized teams responsible for complex client level conversion activity, departmental technical support, strategic projects, legal agreements and amendments. Partnered with clients and internal business units in executing plan level transactions including fund company and plan driven fund exchanges, service contract renewals/extensions, administrative fees, remittance and feedback file processes, and external plan conversions. Directed specialized teams responsible for complex client level conversion activity, departmental technical support, strategic projects, legal agreements and amendments. Partnered with clients and internal business units in executing plan level transactions including fund company and plan driven fund exchanges, service contract renewals/extensions, administrative fees, remittance and feedback file processes, and external plan conversions.

Director, Institutional Services

• Jan 2007 - 2010

Set strategic vision for department and led a diverse staff of 140 associates responsible for client mutual fund and annuity remittance processing, corrective activity, financial control, strategic and tactical projects, quality control and customer service. Developed and maintained strong business relationships with third party vendors, Financial Advisors, and internal/external business clients to leverage perspectives on business processes or solutions.

Associate Director, Institutional Services

• 2004 - Dec 2006

Directed and managed the leadership for a team of 80 employees responsible for complex individual and plan level adjustment activity, dividend processing, implementation of new clients and relationship management.

Manager, Institutional Services

• Dec 2001 - Feb 2004