Karen Mullen
Harrisburg ,NC
Summary
Dynamic strategic problem solver with a proven track record of navigating complex challenges and fostering strong relationships. Over 15 years of experience in guiding clients through the adoption of essential services, modern delivery practices, and innovative solutions that enhance the employee experience. Key areas of proficiency include operational governance, contracting, process optimization and analytics, deal strategy, vendor management, operational risk oversight, employee wellbeing strategies, hardware benefits administration, enterprise application deployment, and global implementations of SAP and Workday/Payroll.
Overview
20
20
years of professional experience
Work History
Client Services Director
Strada
07.2024 - Current
- Oversee contract management and account governance, ensuring compliance and alignment with client expectations.
- Developed continuous improvement roadmaps that enhanced service delivery and client satisfaction.
- Monitored service levels and implemented strategic solutions to address evolving client business needs.
- Cultivated strong relationships with clients, resulting in client retention.
Director, Service Delivery Executive
Alight Solutions
08.2014 - 07.2024
- Spearheaded the strategic direction of client service delivery, enhancing HR and Benefits solutions.
- Drove continuous improvement initiatives, resulting in a 25% increase in client satisfaction scores.
- Managed contract negotiations and service expansion, securing a 30% growth in service offerings.
Service Delivery Manager - Business Systems Integration
Aon Hewitt
09.2010 - 08.2014
- Lead a multi client functional team that is accountable for user acceptance testing, timekeeping operations and file uploads / system integration.
- Team functions as PeopleSoft and Workday subject matter experts to coordinate with pay operations / IT and our offshore partners to delivery services for our clients.
- Facilitate client change requests and project work that increases scope of services including employee record integration, upgrades, and deployment of new technology.
SVP, Payroll Services and Technology
Wachovia, A Wells Fargo Company
08.2006 - 08.2010
- Accountable for the re-insourcing and governance oversight of payroll operations, directly managing the respective departments: Application Solutions, Leaves Administration, Payroll Compliance, and Employment Operations
Manager, HR Outsourcing Governance
Wachovia, A Wells Fargo Company
03.2006 - 10.2008
- Accountable for the outsourcing vendor management and governance of payroll operations, learning administration and functional application changes performed by Hewitt Associates.
Education
BSBA - Marketing, Computer Information Systems
East Carolina University - College of Business
Skills
- Operational and Vendor Governance
- Software deployment
- Relationship Management
- Strategic business planning
Timeline
Client Services Director
Strada
07.2024 - Current
Director, Service Delivery Executive
Alight Solutions
08.2014 - 07.2024
Service Delivery Manager - Business Systems Integration
Aon Hewitt
09.2010 - 08.2014
SVP, Payroll Services and Technology
Wachovia, A Wells Fargo Company
08.2006 - 08.2010
Manager, HR Outsourcing Governance
Wachovia, A Wells Fargo Company
03.2006 - 10.2008
BSBA - Marketing, Computer Information Systems
East Carolina University - College of Business