Albert Rogers

• Manage and direct the activities of both internal and third party providers of corporate services at the Westchester Campus
• Provide oversight to corporate and administrative services including print shop, mail processing, transportation coordination, security, conference center management including room scheduling and set-up (HO/WNY/CNJ)
• Design, develop and implement procedures to effectively manage the services provide
• Act and respond to all service related requests in a timely manner
• Supervise department employees and third-party vendor
• Determine strategic solutions to address current and future needs by conducting ongoing dialogue with senior management and prioritize requests given resource availability
• Develop annual budget and meet budgetary targets through monthly reporting
• Represent company by serving on community and industry task forces to heighten awareness of NYL and stay abreast on health and safety issues that could impact employees
• Supervise department employees and third party vendors (5 – NYL and 15 TPV)
• Perform accounts payable management and P-Card reconciliations on a daily basis
• Evaluated existing policies and procedures and recommended improvements.
• Directed risk-management strategies that protected company assets from potential liabilities.
• Championed corporate culture initiatives to increase employee engagement, retention, and overall job satisfaction.
• Negotiated favorable contracts with suppliers, resulting in improved profit margins for the organization.
• Increased company revenue by developing and implementing strategic business plans.
• Implemented data-driven decision-making processes to optimize resource allocation and maximize results.
• Established a mentorship program that facilitated professional development opportunities for employees at various career stages.
• Enhanced customer satisfaction by addressing concerns proactively and implementing effective solutions.
• Spearheaded innovation efforts, identifying areas for growth within existing markets or potential new ones.
• Launched new products to market, driving brand recognition and increasing sales revenue.
• Reduced operational costs with the implementation of cost-saving initiatives and process improvements.
• Established and directed successful programs focused on [Area].
• Established and maintained strong relationships with customers, vendors and strategic partners.
• Managed financial, operational and human resources to optimize business performance.
• Represented organization at industry conferences and events.
• Oversaw business-wide changes to modernize procedures and organization.
• Monitored key business risks and established risk management procedures.
• Formulated and executed strategic initiatives to improve product offerings.
• Initiated strategy to drive company growth and increase market share and profitability.
• Created succession plans to provide continuity of operations during leadership transitions.
• Cultivated company-wide culture of innovation and collaboration.
• Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
• Oversaw divisional marketing, advertising and new product development.
• Founded performance- and merit-based evaluation system to assess staff performance.
• Directed technological improvements, reducing waste and business bottlenecks.
• Communicated business performance, forecasts and strategies to investors and shareholders.
• Devised and presented business plans and forecasts to board of directors.

Assist the Assistant Vice-President in managing and directing the activities of both internal and third party providers of corporate services at the Westchester Campus
Provide daily oversight to corporate and administrative services of, including but not limited to: mail processing; print/copy; transportation coordination; security; fitness center; conference center and dining services
Act and respond to all service requests
Perform accounts payable management and P-Card reconciliations on a daily basis
Provide input and monitoring of annual budget through monthly reporting
Conducted thorough assessments of service processes to identify areas for improvement and implement necessary changes.
Managed cross-functional teams to ensure seamless delivery of services across multiple departments.
Evaluated existing technology infrastructure and implemented upgrades as needed to support efficient service delivery and data-driven decision making.
Spearheaded process improvements that led to increased productivity without sacrificing service quality or customer satisfaction.
Created a culture of continuous learning through the establishment of regular workshops and training sessions for employees at all levels.

• • Responsible for the development and maintenance of privacy standards for IPS mainframe systems in accordance with privacy regulations
• • Provided guidance to all IPS, HO and field personnel on the approved use and misuse of policyholder’s private information.

• Direct all Service Functions to ensure compliance with regulatory requirements and to ensure that the highest quality of service is provided;
• Provide leadership and exhibit executive abilities to guide Service Team and created an environment of service excellence;
• Assure appropriate allocation and coordination of human resources including forecasting future needs, handling complex human resource problems and making policy decisions with regard to the Service Team. Provide employee guidance and actively participate in the recruitment, hiring, development and training of employees;
• Assure that all reporting tools, including error reports, work management reports and tracking systems are used efficiently and effectively;
• Provide employee guidance and actively participate in the recruitment, hiring, development and training of employees;
• Conduct weekly staff meetings;
• Act as primary liaison to external Departments and contacts; collaborate regularly with upper management;
• Perform management functions associated with workflow improvements, technology enhancements, and development of Service goals supporting Company/IPS objectives and other short and long term strategic planning;
• Acts as representative/liaison, interacting with both NYL Departments and outside companies. Must be able to provide business information and industry trends to VPSC/IPS staff and management;
• Working knowledge of the Cyberlife system as it pertains to Variable Universal Life and Annuity products. Make continuous recommendations for system improvements.

• Supervised the Annuity Service Team of seven analysts and one claims analyst
• Evaluated annuity programs and recommended improvements
• Acted as liaison between Agents, Brokers and Third-Party Marketers
• Coordinated and conducted annuity and values training with the new Customer Service Associates
• Developed and implemented a Customer Service awareness program to NYL top annuity producers
• Responsible for all annuity service under the Annuity Migration Project
• Provided staffing recommendations to create a successful annuity team
• Implemented the Annuity Migration Project from Home Office to Cleveland Service Center without any disruption of service to clients
• Worked with OAS system as it pertained to Fixed Annuities

• Performed value analysis for NYL clients regarding their policies, i.e. cash values, loans, loan repayments, partial withdrawal, 1035 exchanges and cash surrenders
• Coordinated the tax related activity regarding life insurance policies for the Cleveland Service Center
• Served on task force that developed the Service Center Action plans for 1995 and 1996
• Attended training conferences to assist in improving Service Center Operations
• Evaluated existing policies and procedures and recommended improvements

• Provided exceptional customer support to New York Life clients and agents through the 800 number
• Developed a reference manual for use in the Service Center to increase consistency in operations
• Coordinated team related activities (production, attendance, problem calls) over a two-year period.