• Top Performer who makes sound decisions to reflect positively on business operations in alignment with a multi-site company s vision, value, and goals to attain a competitive advantage and generate robust companywide growth.
• Visionary Professional who rises above core challenges to improve the bottom line and achieve winning outcomes.
• Excellent Communicator who develops synergistic relationships with C-level executives, senior-level decision-makers, cross-functional professionals, and clients; who excels in autonomous and collaborative work environments; and who leads staff by example and with integrity to build strong teams to expand revenue and attain business objectives.

Assistant Director Specialty Life Underwriting ￨ Life & Annuity New Business Development

• Capitalize on the opportunity to lead forward-thinking daily operations, projects, and continuous improvement of specialty life underwriting functions for large case and new financial representatives comprising 47% of annual revenue.
• Lead targeted decision-making among a top-performing staff of 3 managers and 40 direct / indirect reports, including directing cross-functional teams accountable for project implementation and risk mitigation to reduce overall defects.
• Continually drive continuous improvement efforts and maturation of daily operations functions in alignment with goals.

  Identified and implemented financial savings opportunities.

  Successfully delivered solutions within scope, schedule, and budget.

  Developed unique strategies for the improvement of dynamic service delivery.

  Resolved challenges by applying project management and Lean process improvement methodologies.

Assistant Director Trust & Private Client Services

• Utilized broad scope of industry knowledge toward directing strategic planning, client / field relations, daily administration, and operations management for corporate / personal trust and private client wealth management.
• Met growing demands of clients by leading agile and cross-functional teams of administrative and operational staff.
• Developed relationships with systems vendors and service providers while creating business development and acceptance criteria, and delivered presentations, training sessions, and seminars for high-producing advisors and staff.
• Developed sustainable remediation strategies to address audit / compliance, regulatory concerns, and emerging risks.
• Extensively coordinated efforts with legal counsel and legal resources on remediation, estate / tax, and litigation issues.

  Grew assets under management from under $1 billion to over $3 billion.

  Led improvement efforts using Scrum / Agile, DFSS, Lean, and PMBOK / SDLP.

  Improved field relationships with top company producers and featured event speakers.

  Collaborated with stakeholders to integrate, develop, and improve policies and procedures.

  Boosted account volume up to 50% annually while operating continuous improvement and Lean initiatives.

Business Improvement Consultant Corporate Planning Department (2005 2011)

• Strategically steered PMO development by coordinating and leading results-generating development of a company framework for project execution and delivery (i.e. strategy alignment), as well as corporate process improvement.
• Developed consistent, repeatable, and controlled release management work processes resulting in 4 patch releases and 2 substantial releases of content annually, and led content governance and development and change management.
• Spearheaded the development of high-visibility projects (e.g. work-at-home / virtual work environment, centralized mail, check processing) and evaluated business cases for corporate portfolio funding while serving as a trusted advisor to senior-level leadership to consult with and coach staff to identify improvements in people, process, and technology.

Yyyyyy x. yyyyyy ￨ Page Two ￨ (xxx-xxx-xxxx

Business Improvement Consultant Corporate Planning Department (2005 2011)

  Developed new staffing models to transform operational support areas.

  Spearheaded enterprise-wide business improvement initiatives to drive cost savings.

  Yielded cohesive enterprise processes, tools, and results by nurturing staff collaborations.

  Identified $2.5 million of cost-savings opportunities from engagements and functional departments.

  Retired and / or integrated 12 old methodologies (i.e. SLDP, SMP, PMBOK) into SA&E framework to eliminate confusion, integrate best practices, and drive high-quality, efficient project results to meet or exceed objectives.

Manager Systems & Projects Division ￨ Policyowner Services Department (2000 2005)

• Strategically steered a $2-million project budget and staffing to produce results for a large-scale functional department, including managing project and support staff and business partnership with IT counterparts assisting home office and field systems for a department of 300 end user clients which was instrumental in achieving objectives.
• Expertly developed, managed, and coached teams responsible for workforce management staffing, forecasting, tracking, and scheduling for a 115-seat contact center supporting 1.2 million calls annually with an $8-million budget.
• Consulted with cross-functional teams to achieve call center service goals with demonstrated enterprise leadership talents, and further developed system support metrics, SLAs, and problem reporting for service level response times.

  Successfully developed and maintained business continuity plans.

  Consistently delivered forecasted-to-actual results within a variance of (+/-) 2%.

  Ensured seamless technology transition to support staff relocation to a second campus.

  Led compliance and resolution for systems audit concerns to address enterprise risk concerns.

Manager Customer Communications Division ￨ Policyowner Services Department (1998 2000)

• Played a vital role in directing daily service delivery functions and transformation of customer service operations to a call center structure, including driving service delivery standards, budget, staff development, and change management.
• Implemented quality and workforce management tools and processes, including facilitating planning efforts with line managers for telephony, operations, and technology projects and developing operational and contingency plans.
• Built productive operations by leading results-generating teams, including coaching and training staff, as well as optimizing use of labor resources toward planning and prioritizing workflow and scheduling for contact centers.

  Designed new dashboards and reported key metrics to senior-level leadership.

  Created new processes and line staff leadership to support strategic business objectives.

  Developed operational metrics in areas of service levels, forecasting, staff planning, and budgeting.

  Established service quality targets and metrics, and maintained delivery high-quality services to field clients.

Master of Business Administration Keller Graduate School of Management

Bachelor of Science in Industrial & Clinical Psychology University of Wisconsin

Microsoft Windows Advanced Support Training

Non-Profit Management & Leadership (NML) Program

National & Graduate Level Trust School American Bankers Association

Advanced Programming & Data Analytics Courses SAS Institute Training Center

Six Sigma Financial Services Workshops & Strategic Planning Training University of Chicago

Workforce Management & Telephony Software Training (e.g. Aspect, etalk, Nortel Symposium)

Life Office Management Association FLMI Designation UW Emphasis (1992) and ACS Emphasis (1993)

Former Member, American Society of Quality

Former Member, American Banker Association

Former Member, American Society for Training & Development

Date

Hiring Agent Name

Company Name

Address

City/State/Zip Code

Dear__________________:

I am exploring a new career opportunity within a challenging [ Insert Job Title ] role, and I believe that I can make a positive contribution to your bottom-line performance.

To acquaint you with my background, I can offer experience in Multi-Division Management, Strategic Analysis / Planning, Team Building, Training / Development, Change Management, Consulting, and Communications. I am also highly skilled in Project Management, Short- / Long-Term Planning, Multimillion-Dollar Budget Control, Forecasting, and Multi-Process Optimization, among other areas.

Currently, as an Assistant Director for Northwestern Mutual, I expertly manage daily operations and multiple projects for specialty life underwriting functions for large case and new financial representatives comprising 47% of annual revenue. Within this role, I lead a team of 3 managers and 40 direct / indirect reports while continually driving continuous improvement efforts and maturation of daily operations functions in alignment with goals.

A sampling of my achievements include:

  Identifying and implementing financial savings opportunities.

  Successfully delivering solutions within scope, schedule, and budget.

  Developing unique strategies for the improvement of dynamic service delivery.

  Resolving challenges by applying project management and Lean process improvement methodologies.

To complement this experience, please note that I earned a Master of Business Administration from Keller Graduate School of Management and a Bachelor of Science in Industrial & Clinical Psychology from the University of Wisconsin. I also completed post-graduate studies in Strategy, Process Improvement & Operations Research at the University of Chicago, among numerous additional professional training / development endeavors.

[ Suggestion! Address Here Any Skills / Qualifications / Achievements Relevant to the Job Posting ]. As this is just an example of my abilities, please kindly refer to my enclosed resume for additional experience in business improvement consulting, systems and project leadership, and customer communications roles.

As a proven leader, you will find that I am positioned to deliver both immediate and long-term results with a continued commitment to exceeding your team s goals. I am eager to discuss how my qualifications uniquely match your current and future needs, and look forward to interviewing with you soon.

Sincerely,

Yyyyyy x. yyyyyy