Stephen Nolan

Oversee department responsible for the administration of 6,000 micro, small and middle market qualified retirement plans with assets of approximately $12 Billion. Provide leadership for 6 managers and a total organization of 85 team members.

• Successfully managed transition of organization from a “one size fits all” model to segmentation of business by asset size resulting in a 20% reduction in unit costs for the department while maintaining outstanding service to clients and brokers.
• Increased adoption and utilization of electronic services through contests, conference calls, speaking at divisional sales conferences and integration of initiative goals into performance metrics for all staff.Initiative also included a $1.9 million systems build that resulted in 600% increase in utilization of electronic enrollment services and a reduction in blended unit cost from $11.71 per enrollment to $5.26.
• Dramatically improved effectiveness of ERISA Compliance Testing in department.Created new focus groups, action committees and a clear business plan resulting in a 18% increase in clients completing their testing by the March 15th deadline, increasing client satisfaction.
• Speaker at internal sales and service conferences to promote departmental changes and to educate business partners on how to leverage new technologies and processes to increase sales.

Managed multi-functional operations team that installed and administered middle market defined contribution plans. Functions under supervision included participant enrollment, contribution processing, plan installation and daily plan administration. Responsible for 15 direct reports. Developed and implemented procedures to support high quality customer service.

• Managed team during start-up phase overseeing group that started with no plans and increased to over 800 plans in less than a year.

• Wrote and refined procedures several times to reduce unit cost through efficiency of administration. Average case count climbed from 30 plans per plan manager to over 100 plans per plan manager through standardization of processes and segmentation of labor responsibilities.