Management Customer Service
Resume:
Layne Sutton
Kennesaw, GA *****
ac1p0n@r.postjobfree.com 770-***-**** linkedin.com/in/laynesutton/
Operations Director
Reduce risk and increase efficiency while leading large scale projects
and implementing process improvements.
Dynamic leader with proven track record of high performance with 3 Fortune 100 companies. Recognized expertise in risk management, compliance, operations and call center management, vendor services, and business continuity planning. Demonstrated ability to create business risk assessment programs, implement process improvements, and manage projects. Polished team oriented management style that engages employees and focuses on the end customer.
LEAN Process Improvement
Change Management
Risk Management
Employee Training
Project Management
Client Relations and Business Development
Professional Experience
METLIFE, Alpharetta, GA 2002 – 2017
Shared Services Director 2010 – 2017
Created and executed clear strategy for the cross functional operations group. Directed a staff of 2 managers and 20 employees. Accountable for $2M budget.
Implemented the department’s First Line Of Defense (FLOD) Risk Management and Oversight program. FLOD model consisted of risk review and leadership attestation sign off accountability.
Led strategic and tactical plan for management team who trained 100+ department employees on all standard operating procedures on share point site by developing needs analysis documentation while working with senior leaders, leading to a more knowledgeable and productive employee.
Implemented 12 process improvements in 9 months, redirecting 600 employee work hours to more time sensitive customer issues, saving the company $10K per month.
Partnered with Sales and Legal teams to draft, edit, finalize and implement pension plan service agreements outlining contract components; such as, Plan Provisions, Definitions, Rate/Mortality Schedules, Premiums and other Financial Obligations, and Amendments.
Plan Sponsor Benefit Services Director 2006 – 2009
Improved net promoter score for defined benefit and defined contribution plan sponsors through a strategic performance based operational experience. Directed a staff of 3 managers and 40 employees. Accountable for $4M budget.
Established the department’s Business Risk Assessment Program for high and medium risk categories. Evaluated certain operational, technology, procedural, and employee risks and developed corresponding action plans to mitigate such risks.
Increased customer satisfaction level among plan sponsors by 20% in 12 months by revamping the operational service model, creating user guides for top income generating plan sponsors, and implementing time bound escalation protocols.
Strengthened plan sponsor satisfaction and engagement through client visits, plan sponsor surveys, and revising pension service agreements to address key performance measurements.
Layne Sutton ac1p0n@r.postjobfree.com Page Two
METLIFE (Continued)
Investment Product Delivery Director 2002 – 2006
Directed the deposit, withdrawal, and transfer activity for Guaranteed Interest Contracts and Separate Accounts for defined benefit and defined contribution plan sponsors in accordance with contractual service requirements with a staff of 2 managers and 20 employees. Accountable for $2M budget.
Reduced processing errors and loss write-offs by 95% in 12 months by implementing business risk assessment programs and corresponding action plans.
Led the separate account valuation conversion from Mellon Bank to State Street Bank, involving 60 individually managed and commingled separate accounts with an asset value of $30B.
WACHOVIA, Charlotte, NC 1995 – 2002
Assistant Vice President
Delivered best-in-class customer service via compliance oversight, a 24 x 7 call center and the operational execution of the statement rendering process for 750K asset management and 1M IRA customers. Managed a staff of 4 supervisors and 60 employees.
Compliance lead for monitoring, management follow-up, and reporting to senior leadership on various risks using the company’s Business Risk Assessment Tracking database.
Saved the company $490K by implementing 2 process improvements to the statement rendering process.
TRANSAMERICA INSURANCE COMPANY, Charlotte, NC 1995
Claims Manager
Directed the day to day claim payment process for life reinsurance treaties with a staff of 9 reinsurance consultants.
Proactively managed reinsurance claims from notification to closure, investing the necessary level of involvement required for each claim.
Provided claim payment decision making authority up to $500K.
Advised senior leadership of material claim processing trends and key performance indicators twice per week.
STATE FARM INSUSRANCE COMPANY, Newark, OH 1985 – 1994
Payment Plan Superintendent
Directed the account maintenance and payment activity for auto, life, fire and health insurance premiums with a staff of 3 supervisors and 30 employees.
Final decision maker on escalated policyholder cancellation pending cases. Partnered with agents to determine corrective action.
Conducted field visits to train agents and staff on payment plan options and service improvement options.
Implemented State Farm’s first Payment Plan Payroll Deduction process.
Layne Sutton ac1p0n@r.postjobfree.com Page Three
Education
BS, Finance, Bowling Green State University, Bowling Green, OH
Professional Development
FINRA, Series 24, General Securities Principal License
FINRA, Series 7, General Securities Representative License
FINRA, Series 63, Uniform Securities Agent State Law
Certified Business Trainer
Professional Affiliations
Government & Industry Relations, MetLife, Alpharetta, GA
Diversity & Inclusion Committee, MetLife, Alpharetta, GA
Diversity Committee, Wachovia, Charlotte, NC
Toastmasters International, State Farm Insurance, Newark, OH
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