Brian C. Francis
Sorrento,FL
Summary
Award-winning Human Resources / Business professional with 20+ years of executive & management experience in the finance, healthcare, and manufacturing industries.
Successfully managed over 4,000 employees (directors, managers, relationship managers and staff) with annual operating budgets of $335M.
Oversight for budgets, client satisfaction metrics, and financial efficiencies for Fortune 500 companies whose non-qualified assets totaled $175M..
Developed company directives, objectives, and policies as well as budget and accounting procedures.
HRIS / ATS Systems: UKG (Ultimate Kronos Group), iCIMS.
Proficient in Microsoft Office: Word, PowerPoint, Excel, Outlook, OneNote, & Teams.
Excellent decision making, interpersonal, and creative critical thinking skills.
Additional areas of HR experience: relationship management (CRM, stakeholders), recruiting, E-Verify, drug & background checks, diversity & inclusion, training & development, benefits.
Knowledge of employment law: Title VII, Compliance, EEOC, HIPAA, ADA, FMLA, ADEA, Worker’s Compensation, & reasonable accommodations.
Knowledge of Series 6, Series 63, & Florida Life and Health Insurance content (previously held licenses—now inactive).
Overview
18
18
years of professional experience
Work History
Director of Human Resources
Kingspan Insulated Panels, Inc.
02.2024 - Current
- Serve as a member of the Senior Leadership Team – driving strategic & operational excellence across all Human Resources functions for the 5 manufacturing sites across North America
- Oversee performance management, payroll, compensation planning, retention, training & development, benefits & well-being strategy, immigration, talent acquisition, employee culture, and engagement
- Lead a 10-member HR Team by example by demonstrating core values—employing a versatile, tactical approach resulting in greater morale and wellness
- Partner with other senior leaders (and external legal resources) offering solutions on HR related matters
- Travel approximately 40% to provide in-person support for locations in Canada, Mexico, and the U.S
- Prepare HR reports and other information requests for managers, leaders, & executives
Vice President of Service Center Operations
bswift, a CVS Company
04.2019 - 04.2023
- Management and oversight for the daily operations of up to 1,400 employees with an operating budget of $35 million in call centers located in Chicago, Illinois, North Carolina, California, and Jamaica
- Managed nine direct reports, which included three Operations Directors, four Client Relationship managers and two supervisors
- Prepared and presented quarterly reports and briefings to our Senior Vice President of Customer Service, Chief Operating Officer (COO) and Chief Financial Officer (CFO) on productivity
- Created and implemented a Key Performance Indicator dashboard which provided agent level, supervisor level and operation level performance statistics
- Organized the annual Benefits Enrollment Program consisting of hiring, training, workstation and system access, and performance management of 900 annual contract employees for 4-month periods
- Recipient of the bswift bMore Award (Employee of the Quarter) for the Fall of 2022 for creating the KPI Dashboard (this honor recognizes demonstrating the core value of Greater Accountability)
Vice President, Benefits Outsourcing
Conduent
01.2016 - 03.2019
- Management and oversight for the Tempe AZ, Jamaica, Romania, Barcelona, and Philippines call centers; a staff of 4,000 employees globally with a budget of $300 million
- Provided leadership and direction to both U.S
- And international staff and traveled to each site once a year to perform site audits, performance appraisals and coaching for my staff
- Traveled to prospective client sites, being the subject matter expert for call center capabilities, and describing how we differentiate ourselves from our competitors
- Hired Business Process Outsourcing (BPO) firm which included RFP, leading search process, evaluating finalists, selecting the firm, and onboarding them successfully in our ecosystem
- Oversaw accountability for the annual Benefits Enrollment Program primarily for the Tempe, AZ site: hiring, training, on-boarding, system access, and off-boarding of 1,000 agents within assigned budget
- Successfully turned around Tempe, AZ site from lowest KPI performance to consistently being top performer within six months of management
Senior Director, Client Relationship Manager
MullinTBG, A Prudential Company
01.2013 - 12.2016
- Oversight for a book of clients whose assets in total exceeded $100 million
- Subject matter expert for consulting with clients on Company Owned Life Insurance (COLI) portfolio
- Managed the Plan Administration team of 5 Supervisors (who each managed 10 staff) conducting performance meetings, evaluations, and managing productivity of the staff
- Required to have the National Association of Securities Dealers (NASD) Series 6 and 63 licenses as well as a Florida Life and Health Insurance license
- Visited each client’s location annually to review their financials (operating budgets, compensation budgets, petty cash) with them and strategized plans for additional insurance purchases in future years
Account Executive, Senior Client Relationship Manager
The Newport Group
01.2008 - 12.2013
- Accountable for a book of clients whose total assets under management was $75 million
- Oversaw the Administration Team that administered daily client requests, including answering client inquiries, processing withdrawals, and processing contributions to client’s accounts
- Met with each client annually to review their assets under management and provided consulting and strategy discussions for the client’s plans for the upcoming year
Account Executive
ING
03.2007 - 12.2007
- Client relationship manager for a book of three Fortune 500 Companies
- Subject Matter Expert on companies; Defined Benefit Plans
- Met with clients annually to review performance of their portfolio and strategize for future year’s plans
Education
Bachelor of Science Degree - Accounting
City University of New York – Herbert H. Lehman College
Timeline
Director of Human Resources
Kingspan Insulated Panels, Inc.
02.2024 - Current
Vice President of Service Center Operations
bswift, a CVS Company
04.2019 - 04.2023
Vice President, Benefits Outsourcing
Conduent
01.2016 - 03.2019
Senior Director, Client Relationship Manager
MullinTBG, A Prudential Company
01.2013 - 12.2016
Account Executive, Senior Client Relationship Manager
The Newport Group
01.2008 - 12.2013
Account Executive
ING
03.2007 - 12.2007
Bachelor of Science Degree - Accounting
City University of New York – Herbert H. Lehman College
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