Judy Jolley

Judy Jolley


Leadership & Associate Development                      Process Improvement

Client Service & Consulting                                          Change Management

Corporate Communications                                        Operations Management

Workforce Planning


Senior leader with experience setting strategic direction, leading change efforts and achieving results in operations, communications and customer service functions. Over 20 years in service delivery roles utilizing a consultative customer service approach. Respected business partner with a focus on creating success for the organization. Key accomplishments include redesign of several functional roles and integration of new business processes to improve service delivery and efficiency, and to successfully coordinate with other business functions, as well as overseeing offshore resources for efficient project execution.


Association for Business Communication (ABC)

Women in Pensions (Atlanta)

Corporate Training

Center for Creative Leadership

  • Leadership Development Program

Babson College Executive Leadership

  • Fidelity Employer Services Co. Business Leadership Series

Lean Six Sigma

  • "Yellow Belt" training for executives

Project Managment & Leadership

  • Facilitative Leadership
  • Influence (FORUM)
  • Business Process Improvement

Work experience

Work experience
Sep 1994 - Dec 2008

Vice President, Retirement Services

Vice President, Planning & Logistics (2007-2008)

  • Established team, process & infrastructure to create and maintain operations procedure documentation, achieving increased operations efficiency and better controls, enabling major operations change effort, and facilitating new hire training for several business functions migrating to new geographic location
  • Managed delivery and maintenance of Plan Administration Manuals for 1,300 retirement plans with 2.5 associates, ensuring Fidelity operated plans in compliance with plan documents and services contracted
  • Led design and successful implementation of U.S. writing team and India-based document maintenance process, resulting in effective process flow, quality assurance and cost savings in excess of $2 million

Vice President, Communication & Education (2004 - 2007)

Accountable for service delivery to corporate clients via management of a 75-person department in three geographic areas and a $25 million budget.  Responsible for Communication Consultant role creating customized and personalized communication programs.  Set goals and delivered results in areas of production scalability, service consistency, cost containment and increased use of electronic channels for education campaign delivery. Utilizing Six Sigma methodology redesigned  & functionalized department roles to increase quality and efficiency.

  • Improved process for creating and managing electronic education campaigns, ensuring ability to meet service level agreements.  Audited and updated Internet content, reducing compliance and client satisfaction risk
  • Improved literature fulfillment process to eliminate issues and contain print costs
  • Functionalized roles, creating efficiency and improved service delivery quality by creating expertise in complex areas

Vice President, Services Management (2003 - 2004)

Managed a team which represented service delivery functions in product development efforts, and supported those products & services after rollout

  • Influenced product development to optimize benefit to corporate customers and Fidelity, including improvement of client web portal responsiveness and reporting capabilities
  • Ensured front line had accurate information to position products & services, via help desk and OnLine Product Guide

Vice President, Client Service Management (1999 – 2003)

Management of this 150-person, multi-layered organization included responsibility for Issues Resolution and HIgh-Risk Processing Groups.  Set strategic vision & success measures; accountable for client satisfaction with operations service delivery, and managment of an $8 million budget

  • Redesigned Client Service Manager role to lead delivery of administrative services, including client adoption and utilization of Fidelity services, resulting in increased client satisfaction, increased associate sense of ownership in service delivery, and increased client usage of automated services
  • Led the design and delivery of an automated Plan Administration Manual, reducing compliance and operating risk, and enabling efficient management of over 1,300 service manuals with 3.5 associates
  • Led the design and delivery of highly successful Plan Sponsor Webstation workshops for three annual Client Conferences, including creation & delivery of workshop content and resulting in increased client satisfaction and portal usage
  • Increased leadership capabilities of management team through training, coaching and just-in-time learning opportunities

Vice President, Relationship Management (1996 - 1999)

Managed, coached and developed a team of 10 Relationship Managers responsible for medium to large corporate clients.  Included extensive sales and client involvement, untilizing Socratic selling and consultative service techniques.

  • Participated in strategic vision development and execution for Relationship Management, resulting in elevation of Relationship Management role internally and with plan sponsors
  • Leadership role in building service delivery approach for corporate clients, organizing separate business functions around delivery of service to a group of clients & training these service teams

Relationship Manager (1994 - 1996)

Accountable for managing, retaining and growing medium to large corporate client relationships

  • Consulted with clients on retirement plan design and optimal service configuration, resulting in plans that provided attractive features, and which ran more efficiently with fewer errors
  • Participated in sales presentations to prospective clients, consulting on solutions to meet client needs
  • Team member in creating the Customer Service College of Fidelity's Service Delivery University, which became the curriculum for all Retirement Services associates
Jul 1990 - Sep 1994

Product Consultant/Account Administrator

John Hancock Mutual Life Insurance Co.

Positions held:

  • 401(k) Account Administration
    • Client representative responsible for monthly & daily valuations of 401(k) and Non-qualified plans, and overall client satisfaction
    • Conducted Non-Discrimination Tests and delivered results to plan sponsors
    • Completed annual 5500 filing packages
    • Led a Quality Team to create effective new hire training program
  • Implementation Project Manager 
    • Led the conversion of new client 401(k) plans to EBAS and Sungard OmniTran recordkeeping systems
    • Represented John Hancock's conversion services in prospective client sales situations
    • Participated in the project to convert all John Hancock clients from periodic EBAS system to Sungard's daily system
  • Product Consultant 
    • Responsible for managing West Coast client relationships and supporting Sales Executives in new business acquisition
    • Priced new business, created proposals, participated in prospective sales meetings
    • Conducted employee education meetings for West Coast clients
Oct 1984 - Jul 1990

Pension Administrator

  • Managed 100 Defined Contribution and Defined Benefit plans for small employers
  • Conducted annual valuations and delivered results to clients
  • Managed prototype plan documents for all clients, including restatement for TEFRA and TRA86
  • Completed annual 5500 filing packages
  • Conducted annual employee enrollment meetings


1979 - 1983


Iowa State University

Minor: Business Administration



Series 6, 26 & 63

1998 - 2002

Certified Fund Specialist

Institute of Business & Finance