Summary
Overview
Work History
Education
Certification
References
Timeline
Generic

Brad Mitchell

Centennial

Summary

Business professional with over 20 years of financial services industry experience. Successful leader and business partner with proficiency in Institutional Client Relationships, Risk, Audit, Operation and Sales. Client facing and middle office personnel management experience.

Overview

26
26
years of professional experience
1
1
Certification

Work History

<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul>

TIAA
Denver
01.2020 - Current
  • Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management
  • Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas
  • In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company
  • Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes
  • Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients
  • Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”
  • Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums

<ul><li>Assisted by one other Director, supported all 96 Client Service Managers and Case Managers while personally managing a team of eight individuals ranging in roles from Client Service Advisory Manager, Research and Middle Office support, Reporting and Remittance File Testing</li><li>Required to influence without authority to achieve common goals across departmental lines</li><li>Direct point of contact to Territory General Managers concerning their regions and the Client Service Manager training, development and working as a first line defense with triage and managing complex issues for their client service managers</li><li>Identified key priorities and developed strategies for continuous improvement while streamlining activities</li><li>Developed role specific policies and procedures based on the nature of the functional work tasks</li><li>Collaborated and coordinated with Plan Management Service business manager, team services leadership and enterprise stakeholders to help define business criteria for prioritization and other key directives (e.g., role evolution events vs. streaming operational processes)</li></ul>

TIAA
Denver
01.2019 - 01.2020
  • Assisted by one other Director, supported all 96 Client Service Managers and Case Managers while personally managing a team of eight individuals ranging in roles from Client Service Advisory Manager, Research and Middle Office support, Reporting and Remittance File Testing
  • Required to influence without authority to achieve common goals across departmental lines
  • Direct point of contact to Territory General Managers concerning their regions and the Client Service Manager training, development and working as a first line defense with triage and managing complex issues for their client service managers
  • Identified key priorities and developed strategies for continuous improvement while streamlining activities
  • Developed role specific policies and procedures based on the nature of the functional work tasks
  • Collaborated and coordinated with Plan Management Service business manager, team services leadership and enterprise stakeholders to help define business criteria for prioritization and other key directives (e.g., role evolution events vs. streaming operational processes)

<ul><li>Responsible for the oversight of all 96 Client Service Managers and Case Managers in Institutional Relations. This included but was not restricted to their training, both supplemental and new hire, creation of job aids to new and existing processes and subject matter experts on products and service found within CSM/CM books of business</li><li>Between myself and one other CSA manager, over 2500 interactions were completed through September 30th in which we assisted, education, trained or provide manager escalation for CSM/CMs year to date for 2019</li><li>Acted as liaison between all business partners and CSM/CMs including operations, wealth management, field consultants, relationship managers and treasury as well as a direct contact to the territory managers</li><li>Lead projects such as the 402g notice automation and electronic refund process, small benefit distribution, special policy text governance, plan document management for outstanding variances and hold harmless letters, creation of the 2019 and 2020 CSM/CM scorecard as well as CSM/CM talking points and scoring guide for the plan efficiency profile</li><li>Assessed needs and found solutions not requiring funding using under used resources such as training rotational associates to process thousands of plan document variances for CSM/CMs</li></ul>

TIAA
Denver
01.2017 - 01.2019
  • Responsible for the oversight of all 96 Client Service Managers and Case Managers in Institutional Relations. This included but was not restricted to their training, both supplemental and new hire, creation of job aids to new and existing processes and subject matter experts on products and service found within CSM/CM books of business
  • Between myself and one other CSA manager, over 2500 interactions were completed through September 30th in which we assisted, education, trained or provide manager escalation for CSM/CMs year to date for 2019
  • Acted as liaison between all business partners and CSM/CMs including operations, wealth management, field consultants, relationship managers and treasury as well as a direct contact to the territory managers
  • Lead projects such as the 402g notice automation and electronic refund process, small benefit distribution, special policy text governance, plan document management for outstanding variances and hold harmless letters, creation of the 2019 and 2020 CSM/CM scorecard as well as CSM/CM talking points and scoring guide for the plan efficiency profile
  • Assessed needs and found solutions not requiring funding using under used resources such as training rotational associates to process thousands of plan document variances for CSM/CMs

<ul><li>Partnered with individuals (management and representatives) in many different departments such as Processing, IT, Wealth and the NCC on a daily basis to overcome obstacles and create solutions</li><li>Mentored new Client Service Managers to the role as well as have traveled to all three call centers to present training to the Processing department, NCC and Wealth Management concerning complexity of plans within my book of business</li><li>Measurable Accomplishments Include:</li><li>Earned a “superior” ranking for the 2016 year-end review</li><li>Earned Four Value All Star Award 2016</li><li>100% Client retention rate while in the role</li></ul>

TIAA
Denver
01.2011 - 01.2017
  • Partnered with individuals (management and representatives) in many different departments such as Processing, IT, Wealth and the NCC on a daily basis to overcome obstacles and create solutions
  • Mentored new Client Service Managers to the role as well as have traveled to all three call centers to present training to the Processing department, NCC and Wealth Management concerning complexity of plans within my book of business
  • Measurable Accomplishments Include:
  • Earned a “superior” ranking for the 2016 year-end review
  • Earned Four Value All Star Award 2016
  • 100% Client retention rate while in the role

<ul><li>Required close interaction with participants, processing teams and the institution to resolve any issues as they may arise, as well as helping train other EAS consultants on any upcoming plan changes with the institution</li><li>Reviewed client and internal requests for accuracy of processing through problem solving and analytical review of all information available</li><li>Adapted to changes and new procedures quickly. Lead my team in the wave 3 LEAN roll out 2011 (average handle time / lead to call ratio)</li></ul>

TIAA
Denver
01.2007 - 01.2011
  • Required close interaction with participants, processing teams and the institution to resolve any issues as they may arise, as well as helping train other EAS consultants on any upcoming plan changes with the institution
  • Reviewed client and internal requests for accuracy of processing through problem solving and analytical review of all information available
  • Adapted to changes and new procedures quickly. Lead my team in the wave 3 LEAN roll out 2011 (average handle time / lead to call ratio)

<ul><li>Investigate; determine liability and loss exposure for the company in non-standard automobile property and casualty claims from beginning to end</li><li>Work as a Team Lead and assisted managers with educating new employees in training and adaptation to new software and procedures</li><li>Managed my own inventory of case files in an efficient and thorough manner. Thrived in high volume, fast paced environment with little to no supervision</li><li>Assess recovery potential. Responsible for the development of information required to successfully pursue recovery. Facilitated in arbitration and SIU procedures for the team</li></ul>

Sentry Insurance
Lone Tree
01.2005 - 01.2007
  • Investigate; determine liability and loss exposure for the company in non-standard automobile property and casualty claims from beginning to end
  • Work as a Team Lead and assisted managers with educating new employees in training and adaptation to new software and procedures
  • Managed my own inventory of case files in an efficient and thorough manner. Thrived in high volume, fast paced environment with little to no supervision
  • Assess recovery potential. Responsible for the development of information required to successfully pursue recovery. Facilitated in arbitration and SIU procedures for the team

<ul><li>Traded equities, mutual funds, options and fixed income products for clients while holding my series 7 license. Maintained accounts and educated clients about their holdings and future growth</li><li>Monitored team for compliance and quality and administered coaching and feedback</li><li>Assisted with training of new team members</li></ul>

Charles Schwab
Englewood
01.2000 - 01.2003
  • Traded equities, mutual funds, options and fixed income products for clients while holding my series 7 license. Maintained accounts and educated clients about their holdings and future growth
  • Monitored team for compliance and quality and administered coaching and feedback
  • Assisted with training of new team members

Education

Bachelor of Science - Political Science

Greenville, NC
Greenville, NC
01.1998

Certification

  • Series 26 (Investment Company and Variable Contracts Products Principal Exam)
  • Series 6 (Investment Company Products/ Variable Contracts Representative Exam)
  • Series 63 (Uniform Securities Agent State Law Exam)
  • Colorado State Insurance – Life and Health
  • Six Sigma White Belt
  • Series 7 – (Investment Company Products/ General Securities Exam) Lapsed in 2005

References

References Available Upon Request

Timeline

<ul><li>Manage three separate teams for which their scope includes middle office support for the client relations community including known population remediations, complex reporting as well as a business manager team executing on efficiencies and development opportunities (eleven individuals both domestic and overseas contingent workers). 13 years of Institutional Relationship experience, 7 of those involving people management</li><li>Currently own and assist with facilitating the client relation pieces of various Management Action Plans (MAP) and internal audits within Revenue Credit Account (RCA) and Service Level Agreement (SLA) areas</li><li>In February 2024 released the first Salesforce Intake system at TIAA after five years of development and advocacy. This build has been noted as the blue print for all future case management intake systems within Salesforce at TIAA providing efficiency and ease for the user while reducing risk for the company</li><li>Worked on advancements and efficiencies within the Service Level Agreement process including salesforce automation. Implemented continuous improvement projects which reduced specific quarterly reporting tasks from days to minutes as well as the inception of a single budget code to pull penalties from rather than dozens of different budget codes</li><li>Through partnership with operations, updated the standard operating procedures for Client Service Managers concerning non bulk Lost Earning Calculations in 2021 to be submitted primary through plan focus unless through special exception. This reduced volumes for my team around lost earning calculations by 22% compared to the year prior while providing a more seamless and straight through process for the external clients</li><li>Continue working through obstacles, avoid duplication of efforts between client relations and other support team within different departments while creating synergy towards “working as one”</li><li>Advanced public speaking skills presenting both in person and virtually to groups as small as senior leadership to hundreds of employees on various forums</li></ul>

TIAA
01.2020 - Current

<ul><li>Assisted by one other Director, supported all 96 Client Service Managers and Case Managers while personally managing a team of eight individuals ranging in roles from Client Service Advisory Manager, Research and Middle Office support, Reporting and Remittance File Testing</li><li>Required to influence without authority to achieve common goals across departmental lines</li><li>Direct point of contact to Territory General Managers concerning their regions and the Client Service Manager training, development and working as a first line defense with triage and managing complex issues for their client service managers</li><li>Identified key priorities and developed strategies for continuous improvement while streamlining activities</li><li>Developed role specific policies and procedures based on the nature of the functional work tasks</li><li>Collaborated and coordinated with Plan Management Service business manager, team services leadership and enterprise stakeholders to help define business criteria for prioritization and other key directives (e.g., role evolution events vs. streaming operational processes)</li></ul>

TIAA
01.2019 - 01.2020

<ul><li>Responsible for the oversight of all 96 Client Service Managers and Case Managers in Institutional Relations. This included but was not restricted to their training, both supplemental and new hire, creation of job aids to new and existing processes and subject matter experts on products and service found within CSM/CM books of business</li><li>Between myself and one other CSA manager, over 2500 interactions were completed through September 30th in which we assisted, education, trained or provide manager escalation for CSM/CMs year to date for 2019</li><li>Acted as liaison between all business partners and CSM/CMs including operations, wealth management, field consultants, relationship managers and treasury as well as a direct contact to the territory managers</li><li>Lead projects such as the 402g notice automation and electronic refund process, small benefit distribution, special policy text governance, plan document management for outstanding variances and hold harmless letters, creation of the 2019 and 2020 CSM/CM scorecard as well as CSM/CM talking points and scoring guide for the plan efficiency profile</li><li>Assessed needs and found solutions not requiring funding using under used resources such as training rotational associates to process thousands of plan document variances for CSM/CMs</li></ul>

TIAA
01.2017 - 01.2019

<ul><li>Partnered with individuals (management and representatives) in many different departments such as Processing, IT, Wealth and the NCC on a daily basis to overcome obstacles and create solutions</li><li>Mentored new Client Service Managers to the role as well as have traveled to all three call centers to present training to the Processing department, NCC and Wealth Management concerning complexity of plans within my book of business</li><li>Measurable Accomplishments Include:</li><li>Earned a “superior” ranking for the 2016 year-end review</li><li>Earned Four Value All Star Award 2016</li><li>100% Client retention rate while in the role</li></ul>

TIAA
01.2011 - 01.2017

<ul><li>Required close interaction with participants, processing teams and the institution to resolve any issues as they may arise, as well as helping train other EAS consultants on any upcoming plan changes with the institution</li><li>Reviewed client and internal requests for accuracy of processing through problem solving and analytical review of all information available</li><li>Adapted to changes and new procedures quickly. Lead my team in the wave 3 LEAN roll out 2011 (average handle time / lead to call ratio)</li></ul>

TIAA
01.2007 - 01.2011

<ul><li>Investigate; determine liability and loss exposure for the company in non-standard automobile property and casualty claims from beginning to end</li><li>Work as a Team Lead and assisted managers with educating new employees in training and adaptation to new software and procedures</li><li>Managed my own inventory of case files in an efficient and thorough manner. Thrived in high volume, fast paced environment with little to no supervision</li><li>Assess recovery potential. Responsible for the development of information required to successfully pursue recovery. Facilitated in arbitration and SIU procedures for the team</li></ul>

Sentry Insurance
01.2005 - 01.2007

<ul><li>Traded equities, mutual funds, options and fixed income products for clients while holding my series 7 license. Maintained accounts and educated clients about their holdings and future growth</li><li>Monitored team for compliance and quality and administered coaching and feedback</li><li>Assisted with training of new team members</li></ul>

Charles Schwab
01.2000 - 01.2003

Bachelor of Science - Political Science

Greenville, NC

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