Manager Management

JENNIFER F. TERRY, MBA

Marlton, NJ *****

609-***-**** ****************@*****.***

PROFILE

Innovative strategic leader with versatile background of 20+ years spanning

human resources, finance, and service delivery operations.

. Offer expertise in employee benefits programs and administration along

with experience in compensation/salary, payroll, recruiting, and employee

relations/development.

. Apply strong decision-making, analytical, and auditing skills to present

and execute change recommendations; deliver continuous improvements to

processes, procedures, and systems for time/cost savings and efficiency

increases.

. Excel at managing diversified workforces comprised of onshore, offshore,

and temporary employees as well as leaders, driving operations to reach

goals, support business growth, ensure quality deliverables, and meet P&L

targets.

. Leverage project management skills with record of accomplishment

completing efforts on time and within budget while exceeding

expectations; bring expansive client-facing experience, maintaining

communication with key stakeholders.

CORE COMPETENCIES

DB & DC Administration Management Client & Vendor Relationship

Health and Welfare Administration Management

Management Project Management

Financial Management/P&L Budget Staff Management and Employee

Activities Development

PROFESSIONAL EXPERIENCE

CANON BUSINESS PROCESS SERVICES, Princeton, NJ 5/2013 - Present

Business Services Manager (Client: Otsuka America Pharmaceuticals, Inc.)

Direct business service delivery of 60+ employees. Enhance C-level

Executives' effectiveness by providing effective management of Assistant

Managers, Business Services Associates, Project Managers, HR Talent

Analysts and Budget Analysts, who represent the Executives to others in a

pharmaceutical-industry environment.

. Foster top-quality partnerships with C-Level Executives and other key

stakeholders to deliver optimal business results and identify system and

process improvement opportunities

. Partner with business leaders to create superior business

strategy, enhanced processes, and systems

. Implement cost savings measures and new technologies reducing

costs by 20%

. Analyze internal processes to recommend and implement

procedural changes to improve operations for

continual improvement and superior quality of service

. Partner with Otsuka HR to define new business requirements,

resulting in higher span of control

. Ensure all contractual terms and SLAs are being met by

monitoring KPIs

. Maintain an exceptional knowledge of key business initiatives and

anticipate the future needs to align resources proactively

. Accountable for project deliverables and align support

exceeding departmental initiatives

. Plan, direct, and coordinate business services by setting

goals and ensuring adherence via metric reporting

. Manage staff and coordinate with the functional areas (HR, Finance, IT,

Legal/Contract Administration, etc.)

. Responsible for all HR Functions (HRIS, Hiring, Performance

and Compensation Mgmt., Training, etc.)

. Improve overall skill level of the unit to provide higher

level support based upon top performers

. Achieve 80% overall staff retention rate

. Evaluate and provide just-in-time feedback to Business

Services Associates

. Manage conflicting priorities in a fast paced environment

. Monitor financial performance including billing and receivables

. Oversee operating unit activities to ensure compliance with

company standards

. Review operational reports and schedules to ensure accuracy

and efficiency

. Exceed budget expectations reaching financial target of

$500,000 reduction

XEROX (Formerly Towers Perrin, EDS, HP, and ACS), Cherry Hill, NJ 1998 -

3/2013

Director, Leveraged Service Business Unit (HP/ACS/Xerox) (2008 - 2013)

Directed service delivery of 100+ employees spanning various Defined

Benefit, Defined Contribution, and Health and Welfare Departments. Acted

as point of contact for clients and internal support teams. Steered

resource allocation and ensured HIPAA compliance and Service Level

Agreement (SLA) accordance for all contracts.

JENNIFER F. TERRY, MBA

Page Two

609-***-**** ****************@*****.***

. Managed eligibility interfaces, premium accounting, and direct billing

process for medical, dental, prescription, vision, COBRA, and FSA vendors

for new implementations, existing client plan changes, and annual

enrollment.

. Ensured ongoing communication with stakeholders, vendors, and

other financial institutions.

. Performed within defined metrics to track, trend, and

remediate business issues.

o Created Access database to monitor, track, and report

internal/external deliverables based on SLAs.

o Delivered 20% timesavings by automating eligibility interface

processes.

. Functioned as liaison between US group and 109-person team in India to

lead seamless transition of training plans, project schedules, and

process documentation to offshore team, resulting in 15% cost savings.

o Drove weekly status meetings and completed efforts on time and

within scope.

. Oversaw the daily, weekly, monthly, and quarterly financial

reconciliations assuring the continuing synchronization between all

Defined Contribution, Defined Benefit and Health and Welfare system

activity for over 70 clients.

. Provided sales support by delivering presentations to

prospective clients highlighting the group's process of

ensuring system accuracy, identifying reconciling items, and advising

business partners in issue resolution.

. Ensured that all financial controls were in accordance with

Sarbanes Oxley.

. Managed the QDRO/QMSCO administration to ensure accuracy for all clients

as well as consolidated manual processes to provide higher efficiency and

timesavings.

. Oversaw financial (P&L) and operations for the Cherry Hill, NJ Service

Center of 200,000 square ft. / 1,200 FTEs.

. Reviewed US and Canada disaster recovery/business continuity

protocols to ensure compliance.

o Performed audits, documented findings, and led corrections.

. Appointed as post-acquisition site HR transition leader for 1,200

staff members, ensuring seamless integration and collaborating with

acquiring company increasing awareness of all HR-related and

technology processes.

Client Liaison Operations Manager, (EDS), Cherry Hill, NJ (2007 - 2008)

Headed end-to-end unit operations from people care management to client

delivery in order to reach P&L targets. Directed onshore team of 115+

members in client facing roles, including change management and user

acceptance testing (UAT). Led 20-person offshore team in support of UAT

activities and deliverables. Reviewed and adjusted staffing levels to

coincide with client workload and volume. Leveraged staff across different

teams to support business growth.

. Proved vital to productivity increases and a 25% cost savings as well as

process improvement initiatives, such as the transition of tier-1

processes to the offshore team.

. Partnered with senior leaders and account executives achieving constant

process improvement for all Health and Welfare Life Event processes, thus

reducing the number of participant inquires 30%.

. Monitored monthly and quarterly financial outlook process to maintain

department within $7M annual budget.

Quality Assurance/System Testing Manager, (EDS), Cherry Hill, NJ (2005 -

2007)

Led system, integrated, and regression testing for all Defined Benefit

system enhancements and new client implementations. Oversaw onshore team

of 4 supervisors, 26 testing analysts, and drove testing activities for 35

clients.

. Managed onshore team and 22 offshore resources to actively promote and

deploy process improvements in support of movement toward CMMI Level 3.

Financial Manager, (Towers Perrin), Voorhees, NJ (1998 - 2005)

Supervised eight-person Financial Control Group comprised of three leads,

four financial analysts, and one financial assistant for multibillion-

dollar portfolio. Managed HR needs, including hiring, appraisals,

promotions, and salary increases, as well as provided training.

. Held accountability for $20B in assets, delivering monthly status

presentation to senior management in order to minimize risk as well as

presenting financial report details to clients on a monthly basis.

. Approved comprehensive cash flow and share activity reports for

Defined Contribution and Benefit Plans.

. Provided weekly, monthly, and quarterly approval of financial

schedules assuring the continuing reconciliation between trust

activity and participant recordkeeping systems.

METLIFE (Formerly Bankers Trust Company), Jersey City, NJ 1994 - 1998

Accounting Manager (Assistant Treasurer) (1996 - 1998)

Pension Fund Accountant (1994 - 1996)

BNY MELLON (Formerly Bank of New York), Totowa, NJ - Staff Accountant

Prior to 1994

EDUCATION AFFILIATIONS

MBA, Leadership, Rosemont College Alpha Kappa Psi - National Business

Fraternity

B Sc, Accounting, Montclair State Xerox - Mid-Level Leadership Program

University Canon - Regional Circle of Excellence

Award Recipient

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