Experience

Talcott Financial Group

• United States
• Investment Banking

• Head of Service Strategy & Delivery

  • Mar 2023 - Present

  Hartford, Connecticut, United States

• Director Of Operations

  • Jun 2018 - Present

  Responsible for continuous process improvement work within Operations organization. Drive culture of Lean/Six Sigma methodology and learning throughout enterprise. Lead vendor management and workforce planning functions. Additional responsibilities include Real Estate and Facilities Management.



The Hartford

• United States
• Financial Services
• 700 & Above Employee

• Director, Enterprise Operations

  • May 2015 - Jun 2018

  Woodbury, MN & Windsor, CT Overall responsibility for process improvements within Operations environment, including all Lean/Six Sigma implementations of process efficiency work. Improve change management and support of business process improvements to enhance the end-to-end customer experience. Lead all vendor management activities for outsourced operations relationship including change management activities and negotiations for contracting. Provide support to Business Support Services team and all business… Show more Overall responsibility for process improvements within Operations environment, including all Lean/Six Sigma implementations of process efficiency work. Improve change management and support of business process improvements to enhance the end-to-end customer experience. Lead all vendor management activities for outsourced operations relationship including change management activities and negotiations for contracting. Provide support to Business Support Services team and all business analysis functions for Operations teams.

• Assistant Director Of Operations

  • Nov 2012 - May 2015

  Woodbury, MN & Windsor, CT Responsible for the day-to-day operations and processing for individual annuity processing, including account management and end-to-end customer experience. Deliver on quality, service level agreements and financial targets to ensure positive outcomes for the business operations group. Responsible for direct leadership of 7 front line managers and large indirect operations processing team. Support broker dealer operations and account management through relationship building with Senior… Show more Responsible for the day-to-day operations and processing for individual annuity processing, including account management and end-to-end customer experience. Deliver on quality, service level agreements and financial targets to ensure positive outcomes for the business operations group. Responsible for direct leadership of 7 front line managers and large indirect operations processing team. Support broker dealer operations and account management through relationship building with Senior leadership in key firms. Deliver outstanding customer support to firms and lead through change management of new initiatives.

• Sr. Business Consultant / Process Ownership

  • Mar 2011 - Nov 2012

  Woodbury, MN Process Owner for all Wealth Management Contact Center Operations. Improve processes by creating efficiencies in call center operations across multi-site and line of business operations environment. Utilize Lean and Six Sigma methodology to create and enhance the consumer experience.

• Manager

  • Feb 2006 - Mar 2011

  Quality lead for inbound customer experience quality across all Wealth Management Contact Centers including Individual Life, Mutual Funds/529, Retirement Plans and Global Annuity Operations. Process Owner for all Wealth Management Contact Center Operationss. Lead for all Web and Self-Service initiatives across Wealth Management Operations