Manager Quality Assurance
Resume:
Jay Marshall
********@***.***
Springfield, Pennsylvania 19064
EXECUTIVE SUMMARY
An accomplished and versatile Operations Professional with a proven track
record of leadership, performance and profitability in rapidly changing,
competitive, global environment. Demonstrated success in continuously
implementing solid business strategies which exceeded financial targets and
effectively maximize organizational efficiencies. Recognized as an
empowering, hands-on leader with over thirteen years of success combining
strategic and tactical expertise with strong qualifications in process and
people leadership, as well as enhanced customer satisfaction. Skilled in
strategic planning, opportunity identification, risk analysis, and
technology implementation. Effectively led an organization through
critical restructuring. Recruited, trained and supervised high performance
teams to meet business and financial goals. Skilled in client needs
assessment, product specification determinations, change management,
budgeting and vendor/client relations.
CORE COMPETENCIES
. Operations & Relationship Management Business Process
Outsourcing
Strategic Planning & Implementation Performance
Management
Organizational Development Project Leadership
Change Management Analysis & Reporting
Culture Management Innovation & Creativity
PROFESSIONAL EXPERIENCE
ALLIANZ LIFE INSURANCE COMPANY (2008-2009)
Berwyn, PA
TRANSITION LEAD (CONSULTANT) - BUSINESS PROCESS OUTSOURCING
* Created and executed the knowledge transfer and transition plans for site
closure, hitting all targets including timeline
* Partnered with corporate executives to successfully move all areas of
operations to home office in Minnesota and offshore
* Effectively communicated progress to stakeholders via various
communication forums resulting in staff retention in excess of 92% over a
twelve month period
* Developed a successful partnership with offshore vendor in establishing
operations offshore via onshore and offshore training and communication
forums
* Served as lead Operations specialist in the movement of the data center
from Berwyn to Minneapolis; created user acceptance test plans,
coordinated testing, and spearheaded implementation
* Served as primary communication liaison with offshore vendor partner for
pilot implementation phases of the project; collaborated on the creation
of standard operating procedures with offshore vendor, as well as review
and approval of the pilot implementation plans
* Coordinated the address change project for the movement of the site
office
* Assisted with the analysis, planning and development of a new front end
workflow system for all required operational areas in order to transition
the variable annuity business
* Assisted in the creation of the As-Is and To-Be process maps to ensure
accuracy and validity of process changes for the transition
PNC GLOBAL INVESTOR SERVICES (Mar. 2007-Dec. 2007)
Wilmington, DE
SENIOR MANAGER - INVESTOR SERVICES
* Effectively managed hedge fund and private equity client relationships,
developing and enhancing client relations, reporting and evaluations
* Stabilized investor servicing operations to meet service levels and
quality assurance objectives for the department through streamlining
process controls
* Implemented risk mitigation strategies and a formalized risk assessment
process
* Served as a primary resource for the analysis, implementation and user
acceptance testing of a new IT platform to support the private equity
business line
Jay Marshall
270 South Norwinden Drive
********@***.***
Springfield, Pennsylvania 19064
* Served as a lead in the outsourcing of the mail distribution center
* Collaborated with IT partners to establish a steering committee for the
review and prioritization of system enhancement initiatives
* Effectively lead a staff of 13 individuals; coached and mentored next
line leaders to build career paths objectives and plans
ADMINSERVER, INC. (2006-2007)
Chester, PA
BUSINESS ANALYST
* Facilitated the definition of the project scope through deliverables to
ensure traceability
* Directed all activities associated with requirements and testing analysis
* Captured, defined, and maintained all business requirements for projects
* Facilitated communication and understanding across the project team for
business needs and design solution alternatives
* Created and revised user training materials and procedures for accuracy
and completeness to ensure the reflection of solution functionality
ALLIANZ LIFE INSURANCE COMPANY (1996-2006)
Berwyn, PA
(Formerly Delaware Valley Financial Services, LLC)
Over the course of ten years with Delaware Valley Financial Services
(DVFS), a third party administrator for variable, fixed and immediate
annuities, as well as variable life insurance, advanced in the following
track record of increasing responsibilities:
DIRECTOR OF OPERATIONS (2005-2006)
* Effectively manage 75 employees within the New Business and
Transfer/Exchange divisions of our variable annuity operations, as well
as the Transfer/Exchange division of our fixed annuity business
* Increased operational efficiency by 10% within a six-month period through
improved workflows and reorganization of the new business units
* Implemented quality assurance and productivity measurements to define
required individual performance metrics for employees
* Supervised the maintenance of excellent speed of service goals of 99.98%
against a 97% target
* Acted as primary resource for compliance, internal audit and regulatory
divisions on operational items including Sarbanes Oxley
* Created and implemented a cross-training program for the development of
employees at all levels across all lines of business to further enhance
employee development and structure support for fluctuating business
volumes in specific business areas
* Created forecasting models for business volumes, staffing and financial
considerations through 2010
* Participated in strategic planning for project development and
implementation with ITS and business solution division to define
requirements and needs of the operations departments
MANAGER - NEW BUSINESS & MARKETING SERVICES (2004-2005)
* Maintained excellent speed of service and accuracy results as measured by
internal audit division
* Developed and implemented solutions to increase operational efficiency by
5%
* Served as primary resource for Business Process Reengineering project,
examining areas for opportunity of commonality between organizational
divisions of operations
* Assisted in the creation of soft skill training courses for all employees
in the company
* Served as the primary resource for data classification for state audits
* Supervised a staff of five serving as the primary contacts for internal
and external wholesalers; responsible for the management of the
relationships between our internal and external customers
* Responsible for the divisionalization of Marketing Services team to
enhance relationship building; served as primary resource for analysis of
complex situations to determine action cycles/accommodations based on
financial and compliance risks
Jay Marshall
270 South Norwinden Drive
********@***.***
Springfield, Pennsylvania 19064
MANAGER - FINANCIAL TRANSACTIONS (2002-2004)
* Managed the daily entry of financial transactions including trades
amongst investment options, partial and full surrender requests, free
look transactions, annuitizations and special processing transactions
* Increased operational efficiency in financial transaction units by 7.75%
* Provided feedback and recommendations for the reorganization of the
operational units and management alignment
* Served as primary resource for the implementation of front end workflow
within the Unisys environment; acted as key operational resource for
Advisory Management Fee project; acted as key coordinator for SEC audits
related to financial transactions
* Created and implemented trend and statistical reporting for all areas of
operations for internal and external communication
* Displayed strong analytical ability in project participation for
identifying operational concerns and requirements to development teams;
recognized for effective problem resolutions skills in client evaluations
MANAGER - VARIABLE IMMEDIATE & VARIABLE UNIVERSAL LIFE (2000-2002)
* Managed all aspects of administration including new business, financial
transactions, claims, periodic programs, call center and policy owner
services
* Acted as primary resource for the review and creation of all
specification documents for system modification and enhancements
* Participated in the creation and implementation of a new variable
universal life product
* Coordinated the consistency of processing guidelines between the variable
immediate, variable universal life and the variable annuity
administrative areas, thus increasing the efficiency and accuracy of all
administrative areas
* Effectively managed multiple projects with the client and internal ITS
resources to enhance the performance of the administrative system,
demonstrating strong time management skills
* Established communication guidelines between the administrative and ITS
departments to enhance relationships and provide consistency in
expectations
* Implemented cash balancing and settlement procedures to increase the
accuracy of financial reporting on premium received
* Assisted in the creation of new performance appraisals for the entire
organization
* Presented at the 2001 NAVA Operations Conference on variable immediate
annuities and their complexity in administration
Other positions held at Allianz Life/DVFS include: Supervisor - Operations;
Unit Leader - Special Processing; Senior Administrator - Special
Processing; Administrator - Special Processing; Check Control Administrator
EDUCATION
Clarion University, Clarion, Pennsylvania
Bachelor of Science Degree - Business Administration - Marketing
PROFESSIONAL TRAINING & DEVELOPMENT
Unit Leader Development Co-Facilitator Career Development
Opportunity Sponsor
Corporate Challenge Project Human Potential Project
Accumulated Interests Staff Values Team Sponsor
Mentor Program Sponsor LOMA
NAVA OMR
Career Fair Representative Value Driven Leadership
Program
Contact this candidate