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Interest

Leadership & Associate Development                      Process Improvement

Client Service & Consulting                                          Change Management

Corporate Communications                                        Operations Management

Workforce Planning

Summary

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.

References

Wayne Isaacs

“I have known Judy and worked with her in my capacity as Vice President of Compliance for over 10 years at Fidelity Investments. She is a proven leader who is always able to provide strategic leadership, vision and management for her group. She is able to quickly assess key issues, challenges, and has the ability to identify, implement and effectively execute the appropriate action to solve them. She is firm but fair with her team and is goal oriented, and she always has the best interest of her team at heart. She is very diligent and passionate about her work and is always very personable as she related well to people. I would highly recommend her for any leadership and/or management role."    - August 15, 2009

Jane Keller

“Judy is the consummate team player who helps drive performing teams. Judy is a leader who thinks strategically with an eye on customer delivery and relationships, performs well in changing environments, actively listens to create solutions and skillfully navigates complex environments. Judy teaches by example, has a great work ethic and leads with high integrity.” March 4, 2009

Caroline Boyd

“Judy is exactly the type of person I would search out for any project, team or engagement. She is strategic when setting direction, never drops the ball when managing deliverables, has outstanding communication skills, and manages her team with compassion and flexibility to achieve desired results. Her deep business experience, her collaborative approach and her critical thinking skills make her an excellent problem solver and an asset to any organization.” February 11, 2009

Mike Rodell

“I had worked with Judy in a couple of roles at Fidelity. For two years I reported directly to Judy in a product development team. She was very supportive as a manager. She knew the projects and was always willing to help when hurdles or barriers presented themselves. She knew what to do or who to contact to ensure the proper support and resources were available. Judy would promote the teams’ efforts to senior management. She had a great rapport with her business partners so that she would gain their respect. After I left her team Judy always was available to “bounce things off of”. She cared about the business, but she also cared about the people. As a VP of Communications she inherited a business unit that had out grown its previous structure and was losing productivity. She was able to restructure the business unit into an effective communications department within months of the transformation. Judy was a great leader and I would be happy to work for Judy if our paths were to cross again.” February 10, 2009

Loren Hawkins

“I had the pleasure of working with Judy in a number of capacities while at Fidelity Investments. Judy is an extremely bright and articulate leader. She has proven success in building and restructuring departments as well as ensuring excellent customer service. She has the ability to garner support from her peers, managers and associates with ease. I would not hesitate to recommend Judy for an position that she seeks as I think she would be great asset to any organization.” March 31, 2009

Mark Rosen

“Judy and I partnered on many initiatives and day-to-day workings while she led Client Management at Fidelity. She was always a joy to work with and had tremendous insight in her area of the business. Judy was a trusted and knowledgeable partner and I would recommend her for any opportunity.” January 30, 2009

Affiliations

Association for Business Communication (ABC)

Women in Pensions (Atlanta)

Thought Leadership Examples

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

Sep 1994Dec 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 1990Sep 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 1984Jul 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

Education

19791983

Bachelors

Iowa State University

Minor: Business Administration

Certifications

Series 6, 26 & 63

FINRA
19982002

Certified Fund Specialist

Institute of Business & Finance