Deborah Willis
Dunedin,USA
Summary
Seeking a high-level management position that will utilize my specific set of abilities and skills. Proven, solutions-oriented leader in Learning & Development, Operations, Change Management, and Business Analysis. Possess a unique combination of skills in business and systems analysis, access management, and change management approaches. Oversee multiple projects with the ability to align focus, efforts, and objectives to a higher organizational strategy, and then join those strategies to team and individual activities. Utilize exceptional problem-solving and critical-thinking skills to identify best practices for standard business requirements.
Overview
41
41
years of professional experience
1
1
Certification
Work History
Director – TCS Operations
Tata Consultancy Services (TCS)
Edison, USA
04.2018 - Current
- Learning & Development – Ensured the development of employees in areas such as operational excellence and productivity improvement within the department through training and knowledge transfer, providing cross-training, soft skill training, online courses, and developing a career path for team members.
- Established policies and procedures to complete work assignments, measuring the success with operational performance metrics, to ensure customer and client requests met or exceeded service level agreement timeframes. The team consistently maintained a 99.8% SLA.
- Oversaw Business Analyst teams to define, plan, develop, and implement system specifications, including product requirements, test considerations, operational concerns, and system constraints. The team performed quality assurance testing while conforming to shifting priorities and demands, utilizing analytical and problem-solving capabilities, while ensuring the integrity of operations processes.
- Achieved 100 percent approval on the first submission of all Quarterly and Annual Operational Compliance Reviews.
- Designed, developed, and deployed change management solutions as the change agent during the company's transition from Customer Support to Client Support, with a focus on building unity at a time of change. Partnered with individuals and teams to implement solutions across multiple disciplines simultaneously, creating a cohesive network of working groups comprised of individuals from every level.
Director of Learning & Development
Transamerica
St. Petersburg, FL
11.2000 - 04.2018
- Set strategic direction for the Learning & Development organization, in collaboration with senior management.
- Supported seven operational sites and work-from-home (WFH) staff across the United States and Canada for over 5,000 employees, offering a variety of training courses, utilizing different training tools.
- Implemented Learning Management System (LMS) for administration, tracking, reporting, automation and delivery of courses and training programs
- Implemented eLearning courses utilizing Articulate Storyline and Adobe Captivate, available to employees located across the United States and Canada for systems, processes, and product training through images, animations, system simulations, quizzes, engagement exercises, etc.
- Provided leadership in the successful design and development of training utilizing the ADDIE Model and Bloom's Taxonomy theories, tied to and in support of the organization’s business strategy. Designed documents, storyboard, script, and facilitator’s guide, and determined goals of training (eLearning programs, training curriculum, and learning objectives). Constructed a course and performed a needs assessment following Kirkpatrick’s Model of Evaluation to determine training effectiveness.
- Designed, developed, and deployed new programs, including corporate-wide New Employee Onboarding, a 12-week Leadership Development program, 2- to 12-week Operations-New Employee Functional Training, and L&D Train-the-Trainer programs.
- Instrumental in creating an innovative Career Development Plan that provided a direction for future career opportunities. Coordinated with training courses. Identified the skills and training necessary for career advancement in specific roles.
- Led the consolidation and merging of corporate and business area functional training across 7 locations and 21 training teams into one cohesive department. Implemented a top-quality learning program that improved training for all the departments, reflecting ROI information, and the value of Learning & Development. Established best practices for the L&D team, utilizing a blended approach of deploying both instructor-led and eLearning courses to meet all the adult learning theory needs.
- Managed a multi-million-dollar training budget, managing expenses and revenues generated for and by the department. Reviewed, allocated, and optimized resources to ensure training needs were met within budget.
- Designed, developed, and delivered one centralized repository to house thousands of documents for all lines of business, utilizing a new document standard for the creation of documentation and curriculum.
Assistant Vice President New Business Life and Annuities
Transamerica
02.1997 - 11.2000
- Planned, directed, and managed multifunctional operations teams for Life and Annuities of over 300 employees, with a focus on production and the creation and delivery of services to internal and external clients, to achieve business and financial goals.
- Led the team in the design, creation, and implementation of the second rollout of an imaging system, utilizing a new workflow that allowed multiple users to work on the case at the same time. The imaging system implementation was highly successful, and the rest of the organization continued to roll out to the rest of the lines of business.
- Oversaw the department's staffing structures to achieve business and financial goals, to meet the highest production in the history of the company, with over 10,000 applications a day, while implementing a new workflow and imaging system. Oversaw the design and development of the first electronic application for our clients.
- Designed, developed, and deployed training programs for new business Life and Annuities, creating documentation protocols, and designing curriculum to support individual teams with new employees who are able to perform expected functions in a shorter timeframe while maintaining a high retention rate of employees.
- Managed a multi-million-dollar budget for Life and Annuities' new lines of business.
Additional Information
Transamerica
02.1984 - 02.1997
- Additional Transamerica career information can be provided upon request.
Education
Bachelors - Business Management
Eckerd College
12.2005
Skills
- Leadership skills to oversee multiple teams and drive performance results
- Excellent communication and interpersonal skills to interact with staff and all levels of management
- Ability to grasp technical and complex concepts and convey them to staff and internal/external customers
- Knowledge of Life, Annuities, Mutual Funds, Employee Benefits, Qualified and Non-Qualified Plans, Broker-Dealer Back office
Certification
- Professional Executive Coach
- Myer-Briggs and FIRO-B Certified
- Previous FINRA Series 6 license
- Previous Professional Human Resources (PHR) Certification
- Knowledge of life, annuities, mutual funds, employee benefits, qualified and non-qualified plans, and broker-dealer backoffice
Timeline
Director – TCS Operations
Tata Consultancy Services (TCS)
04.2018 - Current
Director of Learning & Development
Transamerica
11.2000 - 04.2018
Assistant Vice President New Business Life and Annuities
Transamerica
02.1997 - 11.2000
Additional Information
Transamerica
02.1984 - 02.1997
Bachelors - Business Management
Eckerd College
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