Service Representative Operations Associate

ANITA K. MILLS

SENIOR-LEVEL MANAGER

Business Operations Project Management Compliance and Risk Management

** ***** ***** **********, ** 08872 732-***-**** ***********@*****.***

CAREER SUMMARY

Accomplished and visionary leader with a track record of success creating, executing, and managing programs that lead to immediate and long-term results. Experience building marketing divisions from the ground up, leading turnarounds for under-performing areas, and building consensus to achieve and advance business goals. Possess an established record of successfully managing cross-functional teams to develop and execute global marketing programs in the financial industry. Proactive team builder and tactical planner with the ability to attract and secure key players in building strong and lasting business relationships. Recognized for decisive leadership and proven ability to face challenges head-on and execute sound decisions while directing program initiatives.

CORE COMPETENCIES

In-depth knowledge of integrated marketing operations, project management, change management, process governance, compliance and risk management, strategic partnerships as well as tactical implementation.

Performance-driven, seasoned manager with stellar record of success leading teams in managing operational risk adherence and assessing risk and establishing controls in marketing operations.

Highly proficient in managing projects life cycle, defining requirements, project roadmap and effectively mediating between multi-purpose project teams resulting in original, timely and cost-effective project completions.

Prolific strategic leader and entrepreneur with a successful background building and leading top performing teams focused on exceeding goals in the areas of sales, marketing, and territory development/ management.

Over twenty years leading end to end marketing operations, providing vision and leadership to drive excellence while creating and implementing tactical plans to meet short-term and long-term goals.

Respected, hands-on manager who leads by example, delivering exceptional results while meeting the volatile and heavily scrutinized needs of the financial industry.

Valued company resource; a take-charge leader with a passion and demonstrated commitment to excellence and the clear ability to foster customer-centric business environments.

Strategic leader with a collaborative style and successful background securing input and buy-in from key partners and constituents for successful execution, adaption, and implementation of business goals.

PROFESSIONAL SKILLS

Marketing Strategies & Campaigns

Public & Media Relations

Change Management

Brand Management

Regulatory Issue Management and Resolution

Marketing Communications

Digital Marketing and Advertising

Business Development

Budgeting & Allocation

Customer Relationship Management

Direct Marketing Techniques

Team Building & Leadership

Process Improvement

Vendor Management & Client Communication

Top-class Verbal and Written Communication Skills

Conflict Resolution

Project Lifecycle Management

Quality Assurance Standards

PROFESSIONAL EXPERIENCE

NEW YORK LIFE INSURANCE COMPANY 2022 - Present

Retail Annuities Marketing Operations Associate (Consultant)

Manage the development of marketing materials from design compliance approval distribution, either for print or digital presentment. Post approved digital content on various online platforms and ensure approved printed materials are available for order; partner with warehouse representatives to proactively manage low inventory for reprinting. Coordinate procurement efforts by creating and managing production schedules for promotional items, including but not limited to logoed apparel, custom packaging, and signage. Assist senior leadership in the execution of business strategies, content materials and campaigns; develop and design sales presentations using PowerPoint. Manage the Retail Annuities Marketing Resource Library to ensure materials are kept current and in compliance to be readily available for the 12,000 + agents. Work with management and marketing teams to prioritize and submit marketing materials for approval at Third- Party sales partner firms; ensure submissions are managed according to each individual firm’s strict approval protocols.

Established process efficiencies for updating weekly rate changes on impacted marketing materials and managed through its implementation

Created and presented inventory management process to more effectively manage printed and digital marketing materials; determining appropriate retention strategy [reapprove “as is”/update/retire (based on usage)]

Creating a disclosure repository to establish a single source for the latest disclosures and footnotes for marketing materials

WELLS FARGO BANK, N.A. 2004 - 2020

Senior Vice President – Marketing Controls (2019 – 2020)

Senior Vice President – Marketing Operational Controls (2016 – 2019)

Senior Vice President – Marketing Compliance, Process Governance and Project Management (2012-2016)

Senior Vice President - Compliance, Campaign Systems and Data Management (2011 – 2012)

Senior Vice President – Data Management and Operations (2008 – 2011)

Senior Vice President – Acquisition and Campaign Services (2006 – 2008)

Vice President – Marketing Services (2004 – 2006)

Led a team dedicated to Consumer Banking Marketing Operating Committee to ensure marketing leaders and their teams established business process routines to identify operational/business risks and integrate appropriate controls. Provided credible challenge to further ensure controls were mitigating the true risk.

Responsibilities included product management, product marketing, market/competitive intelligence, public relations, marketing communications, online marketing, event marketing, lead development, and creative services.

Developed and executed an integrated marketing and communications strategy to support corporate revenue goals and enhance brand awareness. Collaborated with business development to create and present new client pitches; developed bespoke marketing strategies to address unique business challenges faced by major client acquisition targets.

Marketing Compliance Management

Established a best-in-class compliance program within Home Lending Marketing and eBusiness by developing policies and procedures which identified, resolved and created controls to ensure risks were mitigated and team members understood them.

Earned praise of senior–level management as a result of consistently receiving a 4 out of 5 rating on independent internal audits over a 5-year period. These ratings indicate internal system controls were established and provided assurance that risks are being mitigated and in compliance.

Created a semi-annual business unit testing process to ensure all Sales, Retention, Cross-Sell and Home Preservation efforts complied with applicable laws and regulations. Results regularly reported to senior management, legal and Real Estate Compliance Operational Risk partners (RECOR).

Based on the successful management of operational risk within Home Lending Marketing, designed the schematic and proposed structure for centralizing marketing operational risk across all Marketing Operating Committees and COEs as marketing was being centralized as an enterprise organization.

Considered the “go to” leader to drive and implement key strategic initiatives:

Led the print and lettershop strategic sourcing initiative representing Home Mortgage on a cross-organizational team. Analysed and developed approaches to gain marketing efficiencies and mitigate risk by utilizing preferred vendors which in turn increased direct mail profitability. This effort reduced the print & lettershop vendor base from 91 to 18 preferred vendors, yielded an annual cost savings of $2.5MM and reduced information security risk.

Spearheaded the successful re-launch of EZ Order (a storefront fulfilment solution for home mortgage consultants) with new and improved functionality. The EZ Order system is designed to provide compliant marketing materials to over 10,000 Home Mortgage Consultants nationwide. The implementation of this system with a new vendor resulted in a savings of $420K in the first year and an on-going annual save of 15%.

Identified and drove the need for a Marketing Resource Management System (Aprimo - MRM), socialized plans and gained consensus for utilization of the tool across Home Consumer Financial Group (HCFG). Managed the implementation for Home Lending Marketing (Mortgage and Home Equity), ensuring uniformity across user groups. Consistently led cost savings of over $500K in print and lettershop expenses by optimizing campaign management efficiencies.

Business Process Management

Mitigated risk through uniform and consistent end to end marketing workflow practices and controls in support of the Home Lending business goals (outlined by the Marketing Operating Committees) and implementation (within the Centers of Excellence).

Demonstrated ability to align marketing processes and activities where it makes sense; providing the capability to leverage operational synergies and areas of commonality in an organized, well-structured approach.

Facilitated the development of consistent practices, including but not limited to processes, procedures, and standards, to identify risk and establish effective controls for Home Lending Marketing.

Risk Assessment and Marketing Controls

Leveraged marketing risk expertise across all Marketing Operating Committees and COEs from a demonstrated best-in-class working model (Home Lending Marketing).

Established business unit testing within Home Lending Marketing to test Marketing teams’ controls to identify issues, gaps and potential trends.

Developed continuous online testing activities to ensure accurate information was being communicated to online customers and users.

Collaborated in the development of risk assessments across control groups (Marketing Controls and Consumer Banking Controls) to comprehensively assess regulatory requirements in Marketing and Sales processes to ensure appropriate controls and adherence to applicable regulatory and consent order requirements.

EDUCATION

SUNY COLLEGE OF TECHNOLOGY

Bachelor of Professional Studies Business Management/Marketing

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