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Manager Agency Services & Operations | Profile 12220

Candidate Summary

Senior operations and business leader with deep experience driving operational excellence, regulatory compliance, and customer experience across insurance, annuities, financial services, and nonprofit environments. Proven ability to lead multi-disciplinary teams, modernize workflows, and translate data into measurable performance improvements. Recognized for building high-engagement cultures, strengthening controls, and delivering scalable operational results in complex, fast-changing organizations.

Core Strengths

• Operational Execution & Process Improvement
• Regulatory & Policy Compliance (including SOX, MAR, RIM)
• Team Leadership, Coaching & Talent Development
• Workflow Optimization & Risk Reduction
• KPI, SLA & Performance Management
• Data Analysis, Reporting & Decision Support
• Stakeholder & Cross-Functional Collaboration
• Customer Service & Client Retention
• Business Transformation & Change Leadership

Professional Experience & Key Contributions

• Led commission and agency services operations by establishing KPIs, SLAs, and productivity standards for an eight-person team, improving service consistency, accountability, and throughput.
• Increased employee engagement from under 10% to approximately 70% by implementing structured coaching, development plans, and targeted engagement initiatives tied to performance outcomes.
• Identified process breakdowns through detailed workflow and backlog analysis, uncovering a significant operational error that prevented approximately $9M in financial exposure while strengthening internal controls.
• Enhanced audit readiness and compliance by improving documentation, training materials, and cross-functional communication, directly supporting Sarbanes-Oxley requirements.
• Resolved complex agent and partner issues through collaboration across operations, compliance, and service teams, improving satisfaction and reducing recurring issues.
• Oversaw end-to-end practice operations, including business development, marketing, and special projects, resulting in improved efficiency, clearer policies, and stronger operational reliability.
• Executed recruiting, onboarding, and performance management processes, ensuring new hires and existing staff aligned with service, compliance, and business expectations.
• Supported regulatory compliance activities through preparation of reports, audit support, and correspondence reviews, reducing exceptions and strengthening governance.
• Led marketing, branding, and CRM optimization initiatives that increased engagement by approximately 700% and materially improved prospect conversion.
• Directed integrated marketing, communications, and public relations strategies that doubled total contributions over a two-year period by elevating brand visibility and donor engagement
• Served as organizational spokesperson across media and community forums, including crisis communications during the COVID-19 pandemic.
• Managed departmental budgets and supported enterprise financial planning by aligning resources with strategic priorities.
• Designed and executed donor engagement and stewardship strategies that doubled annual giving and strengthened long-term relationships.
• Built and managed grant programs with 100% compliance on reporting and deliverables.
• Led large, multi-location teams of trainers, analysts, and quality specialists, improving service quality, regulatory adherence, and operational consistency.
• Delivered expense management initiatives projected to save more than $250,000 annually through disciplined cost controls and operational efficiencies.
• Directed onboarding and training programs that improved learning consistency and accelerated employee readiness.
• Provided leadership within regulated retirement and qualified markets, maintaining compliance with complex regulatory frameworks while meeting service and turnaround standards.
• Progressed through leadership roles by consistently improving workflows, managing staffing levels, and delivering measurable performance improvements.

Education

• Master's degree in Public Administration
• Bachelor's degree in Political Science
• Bachelor's degree in Journalism and Mass Communication

Technical Skills

• Salesforce, SharePoint, SQL, Tableau
• Microsoft Word, Excel, PowerPoint
• CRM and donor management platforms
• Marketing and communications tools

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