Leadership Development
Resume:
JEFFREY HUGHES
Leadership Development Officer
linkedin.com/in/jeffreyrhughes
*******@*****.***
PROFILE
I am a results oriented learning leader, with considerable and effective experience defining strategic vision aligned to that of the larger organization and implementing those strategies, leading training organizations, nonprofit organizations and hospitality businesses. Leveraging skills that span strategy, operations, people leadership and performance management, I build efficient operating models, lifting team capabilities and delivering experiences that exceed expectations. Capable of building credibility quickly as a people manager through an engaging and empowering leadership style, I build profitable businesses that stand the test of time.
EMPLOYMENT SUMMARY
Vice President Field Development
Metropolitan Life Insurance Company
Vice President-Recruiting, Selection, Training and Development
Prudential Financial, Inc.
Assistant Vice President, Learning Officer
AXA-Equitable / The MONY Group Inc.
Director, Client Services
American International Group Inc.
Executive Officer
Industrial Supply Association
Executive Officer
GAMA International
Vice President, Operations
Windward Management Company Inc.
Area Supervisor
Magic Pan Restaurants Inc.
Executive Manager
Ponderosa Inc.
Assistant Director, Cash Dining Operations
Syracuse University
KEY ASSETS
People Development Relationship Management Empathetic Listening
Strategy Definition and Execution Change Management Effective communication Business Transformation P&L & Budget Management Stakeholder Engagement Customer Experience Business Process Improvement Performance Improvement Organizational Leadership Strategy Definition & Execution Thought Leadership
LEARNING AND DEVELOPMENT LEADERSHIP EXPERIENCE
Vice President, Field Development Group
Metropolitan Life Insurance Company
Transformational management role with one of America’s most respected financial brands, tasked to develop and implement an industry leading approach to recruitment, selection and L&D, driving performance improvement across 484 field managers and 6550 sales representatives.
Designed, developed and implemented best-in-breed L&D framework and processes for 134 field MDs and 250 sales managers, strengthening succession planning and bench building;
Managed 27 staff, setting standards of industry excellence to combat a reactive staff culture, augmenting a basic training and development organization into a structured L&D entity;
Successfully directed implementation of a ground-breaking field focused, learner customized, web-based training system, maximizing outcomes while reducing delivery time and costs.
DISC Administration and Analysis; 360 Assessment Administration and Analysis
Vice President, Recruiting, Selection, Training & Development
Prudential Financial Inc.
Supervised 19 staff in the recruitment, selection, training and development of field agents, driving performance on one of America’s leading and oldest financial services firms.
Improved field agent sales performance, structuring HR processes to define a scientific approach to training and development grounded in contemporary learning principles.
Assistant Vice President, Learning Officer
AXA-Equitable / The MONY Group Inc.
Change management role, designing, planning and implementing a best-in-breed L&D department with full service functionality, improving the performance of sales personnel providing advice and wealth management services to high net worth individuals and institutional investors.
Recruited and managed 4 learning and organizational development professionals, creating an internal practice development consultancy to rapidly build top talent capabilities;
Led learning needs assessments, evaluating training offering to identify and address gaps and design multi-media platform training solutions informed by industry SMEs and best practice;
Aligned curricula to strategic sales growth plans, branding L&D Group as a source of relevant job aids and training to attract and retain quality sales associates and field managers;
Uplifted leadership capabilities, designing and executing a competency based field leadership program supporting 360 feedback and post-session individual development planning;
Reduced L&D delivery time and costs, sourcing and implementing Cyber-U, a distance training program delivering blended learning solutions to field managers and producers.
Director, Client Services, Private Client Group
American International Group Inc.
Strategic leadership role tasked to define and implement L&D based organizational development and customer service strategies, improving the capabilities of a workforce providing quality personal insurance and complimentary services to the top 2% wealthiest individuals in the U.S.
Shaped organizational development, customer service and client management strategies, implementing processes to enable business workforce to scale from 10 to 100 in 2 years;
Drove adoption of computerized systems and training platforms, raising quality levels across the product portfolio and improving services to exceed challenging customer exceptions;
Increased productivity and tripled revenue, employing Lean Six Sigma thinking to enhance interdependent field/back office marketing, client coordination and staff development;
Spearheaded the design and implementation of an NJ based Underwriting department, to better equip the business to serve its customers and to house a rapidly expanding team.
NON-PROFIT EXECUTIVE LEADERSHIP EXPERIENCE
Executive Officer
Industrial Supply Association
Executive leadership role for a non-profit dedicated to supporting its 800 company members to increase sales, profits and reduce expenses through business support services in the areas of Employee Development & HR, Sales & Marketing, Management, and Customer Service.
Executive Officer
GAMA International
Growth focused CEO role, spearheading membership expansion and retention strategies for an established non-profit organization committed to promoting the professional development needs and leadership skills of first-line and front-line leaders in the wider financial services industry.
HOSPITALITY LEADERSHIP EXPERIENCE
Vice President-Operations
Windward Management Company, Boston, MA
Delivered operations results in multi-unit management role for this “start up” upscale
retail food and catering organization.
Directly involved in recruiting, hiring and selecting staff
Responsible for both technical and customer service staff development
Area Supervisor
Magic Pan Restaurants Inc., San Francisco, CA
Promoted from Trainee Manager to Manager in 12 months before progressing to Area Manager in 3 years, tasked with strategic and operational direction and leadership of 6 upscale, full-service, themed restaurants, and targeted to lift customer experience, revenue and P&L performance.
Provided leadership to 180 staff, setting high service standards and a customer centric ethos, increasing FTE/casual ratio to increase productivity per hour and improve diner experience;
Developed and expanded menu offerings that inspired countrywide menu changes, training staff to become product experts, successfully driving a 50% average increase in spend.
Executive Manager
Ponderosa Inc., Dayton, OH
Tasked to provide operational, process-oriented leadership to a high volume, service assisted family restaurant to improve levels of customer satisfaction, revenue and profitability.
Monitored and reported performance against set budgets, managing inventory to ensure accurate supply and demand levels while ensuring sell through of high cost products;
Led an operations team of 25 comprised mainly of casual staff, managing a high turnover rate through resource planning to maintain a highly disciplined, systematized business.
Assistant Director, Cash Dining Operations
Syracuse University, Syracuse, NY
Management role with P&L responsibility for cash food service operations spanning snack bars, 2 cafeterias and 2 other units across the University campus, mandated to deliver a high quality, hygienic, profitable commercial operation to exceptional levels of diner satisfaction.
Managed multiple food concession outlets as part of a large sports facility opening, handling operational, scale and labor cost challenges to grow outlets from 2 to 20 in a short period;
Provided leadership to 12 direct and 25 indirect reports in a unionized environment, leading behavioral change sensitively to achieve KPIs and pass all Health Department inspections
EDUCATION & PROFESSIONAL DEVELOPMENT
Graduate Studies, School of Hotel & Restaurant Administration Cornell University
Bachelor of Science, Personnel & Industrial Relations Syracuse University
Integrated Talent Management ASTD
Numerous LinkedIn Communities of Practice
AVOCATIONAL INTERESTS
Gardening: Master Gardner Certification UNC
Culinary Arts: Graduate Courses at Cornell University
Sports: Tennis and Golf
COMMUNITY SERVICE
Workshops for Warriors
Fund Raiser : Nonprofit, privately funding technical career development for discharged and soon to be discharged US military service personnel
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