Senior Director In Force Operations Resume Example

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Jessica Claire
Montgomery Street, San Francisco, CA 94105
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Results-oriented financial services leader with broad experience setting vision and direction to achieve strategic objectives in enterprise operations, compliance, relationship, finance, risk, project and portfolio management. Offering effective communication, team building, and coaching skills with commitment to fostering company vision and building professional culture rooted in trust and mutual respect. Proven effective leader skilled in development and oversight of high-performing, multi-disciplined and quality-oriented teams. Adept problem solver, employing creativity and innovation to overcome challenging and complex issues. Exploring opportunities to contribute in Vice President role.

  • Extensive Life, Disability, and Long Term Care Insurance and Fixed, Variable, and Indexed Annuity knowledge and experience
  • Experience navigating complex and matrixed organizations
  • 15+ years experience leading operational functions, In-Force, New Business, and Contact Center, with in depth knowledge most at senior level
  • In-force illustration experience
  • Demonstrated vision and strategic leadership and influencing skills
  • Experience leading through transformational, large-scale change, leveraging technology to engage people and drive results,
  • Six Sigma/Lean Champion
  • Strong communication skills to inform and engage all layers of management and stakeholders, i.e. transformation proposal, results presentation
Work History
06/2015 to Current
Senior Director, In-Force Operations Highgate Hotels Lexington, KY,
  • Develop and manage high performing in-force team, with mentoring, coaching, and development plans
  • Accountable for $10 million budget, initiated and implemented project to save $3 million over next five years while improving quality and employee satisfaction
  • Developed and regularly update KPIs, driving consistent timeliness, quality, responsiveness, financial, and control standard attainment
  • Established relationship-based teams delivering consistent service and responsiveness
  • Strategic and transformational thought leader implementing new technology solutions such as workflow automation, robotics, variable annuitization admin system, document management, and digital outreach
  • Sponsor/Owner for IT projects introducing new technology and expanding use of current IT assets, assessment of current and legacy applications, prioritize and oversee implementation of service quality management modifications to underlying legacy systems
  • Continuous process improvement ranging from small process changes aligned across organization to technology implementation streamlining service and minimizing cost; top tier intra-company customer/field loyalty (NPS) scores, regular improvements driving financial results
  • Set multi-year roadmap to achieve progressive annual operational goals, focusing on client, field and employee experience with results of risk based quality exceeding 99%, 15% improvement in Inclusive Meritocracy Index, 14% improvement in Employee Engagement Index, 10% improvement in Work Well Index in 2020
  • Upgrading current staffing models, translating team activity to individual activity for performance coaching and recognition
  • Achieved top scores in risk-based quality measurement program, establish and regularly update risk statements for best in class service, risk and control mitigation
  • Regular contributor to risk management committees, explaining impacts of various risk scenarios, established risk-based framework for financially significant applications, led baseline testing effort with improvements over multiple years
  • Partner with eSolutions, Digital, and IT to continue to develop and improve self-service functions
  • Model corporate values in manner translatable to Thrivent's culture
  • Recipient Chairman's Award for Innovation
05/2010 to 06/2015
Independent Consultant/MBA Candidate Various City, STATE,
  • At Minneapolis Wealth Advisors, supported business development, financial planning, and registered investment advisor process including investment management, client relationship management, and operational excellence; learning best practices of Forbes #23 Best MN Wealth Advisor
  • At University of St Thomas, studied Strategic Finance, Personal Finance, Investments, Operations Management, Strategic Portfolio Management, and Financial Markets/Institutions developing revenue generation, expense management, and risk mitigation methodologies for Fortune 500 companies
05/2005 to 05/2010
Vice President, Operations Ameriprise Financial Services City, STATE,
  • Built high performing team leading Operations for Riversource Annuities and Group Life Insurance legacy business
  • Proposed and provided thought leadership to consolidate captive, franchise, and external distribution annuity operations
  • Financial management of insurance company applications, owning application maintenance budgets and setting maintenance strategy and ensuring stable application portfolio, >$10M annual spend.
  • Owned large-scale projects including implementation of new administrative platform, improving speed to market
  • Maintained financial accountability at project, portfolio, and application maintenance levels
  • Improved cost metrics through business process optimization, process reengineering, eSolutions, and Digital automation
  • As member of senior leadership team, collaborated on broad initiatives including sales and marketing strategies, mergers and acquisition due diligence and financial review, crisis response, and strategic reengineering
  • Developed and managed high performing teams, with multiple future VPs
  • Accountable for $24 million annual budget including operations and application system maintenance
  • Implemented Contact Center capabilities including phone and email support with vendor technology from NICE, GENESYS, etc., supporting workforce management, automated call distribution, interactive voice response, call management, and recording
  • Pioneered self-service options for external distribution, including withdrawals and administration
  • Managed relationships with sales leadership, distribution executives, and high value producers
Expected in
MBA: Finance and Risk Management
University Of St. Thomas - Saint Paul, MN
Expected in
Bachelor of Arts: Finance And Financial Management, Magna Cum Laude
University Of St. Thomas - Saint Paul, MN
Industry Licensure and Certifications

Series 7 General Securities Representative

Series 24 General Securities Principal

Minnesota Life, Accident, Health and Variable Annuity license (inactive, eligible to reinstate)

Fellow, Life Management Institute (FLMI)

Associate, Life and Health Claims (ALHC)

Certified Scrum Product Owner (CSPO)

ChFC and CLU in progress, equivalent education in undergrad/graduate finance completed

Volunteer Leadership

President, Vice President, Committee Chair, Servant of Christ Lutheran Church

Cross-company Mentor, Menttium Corporation

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School Attended
  • University Of St. Thomas
  • University Of St. Thomas
Job Titles Held:
  • Senior Director, In-Force Operations
  • Independent Consultant/MBA Candidate
  • Vice President, Operations
  • MBA
  • Bachelor of Arts

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