Kianna Harley
Houston,TX
Summary
I am an experienced project manager with a proven history of successfully leading global teams to deliver projects on time and with high quality. I have deep knowledge of HR health and welfare benefits administration, recruiting and performance management, communications and client management. I am very team oriented with a history of leading global teams by communicating effectively, building cohesion, fostering engagement, and executing on project deliverables while engaging key stakeholders across all levels of business. My passion for people drives me to help organizations achieve success internally so that we can focus on what
we do best.
Overview
21
21
years of professional experience
Work History
Senior Associate Project Manager
Willis Towers Watson (WTW)
Houston, TX
04.2019 - Current
- Maintain tactical control of project budgets and timelines to keep teams on task and achieve schedule targets.
- Escalate incidents to next level to remain compliant with company's standards and procedures.
- Support senior managers and department leaders by completing projects and problem resolution under tight budgets and schedule demands.
- Closely collaborate with project members to identify and quickly address problems.
- Deliver high level of service to clients to both maintain and extend relationship for future business opportunities.
- Reported on status for each project to appropriate stakeholders.
- Contribute to successful client retention and expansion by delivering a winning client experience, making smart connections, promoting key thought leadership and maintaining client focus.
- Prepare for quarterly business review meetings with a consultative approach, including data to support trends and suggested process changes. Partner with all lines of business to present as one WTW to the client.
- Actively monitor and escalate Service Level Agreement concerns tied to deliverables for our clients
- Manage quality of ongoing service delivery and client dashboard measures to proactively manage client-level impact
- Manage project financial status including planned and current and future status. Work with finance, FMT, and other business leaders to achieve an on-time Invoice objective across all Benefits Outsourcing clients.
- Perform monthly project billing accurately and timely, including timely invoice release.
- People Manager - Engage, develop and retain colleagues through effective management practices. Ensure colleagues have annual goals, regular performance and career development discussions, and ongoing feedback and recognition, with partnership and involvement from matrix managers. Ensure awareness of learning opportunities, build an inclusive team culture, and support colleagues’ wellbeing. Ensure compliance with company policies, practices and trainings.
Health & Welfare Benefits Service Manager (Client Manager)
Alight Solutions, formerly Aon Hewitt
The Woodlands, TX
08.2014 - 04.2019
- Assisted with development of Plan Provisions
- Plan Management/Client Consulting - Served as the subject matter expert for all service specific and common client requirements; accountable for requirements changes through Operations Managers
- Led and facilitated updates for all applicable requirements documents for plan provisions, administrative events, interface documentation, and delivery channel documentation for clients in ongoing delivery
- Leveraged others (Benefits Operations Managers) where appropriate
- Participated in analysis discussions to ensure the provision requirements matched the technical specifications for clients in ongoing delivery
- Provided subject matter expertise to client, client team, shared services, and supporting services on plan provisions and ongoing processing concepts for clients in ongoing delivery
- Served as primary resource to client, client team, shared services, and supporting services in the translation of requirements
- Client Management
- Participated in internal and external acceptance review process for clients in ongoing delivery, prepares materials for and attends quarterly meetings
- Conducted ongoing client status meeting
- Managed ongoing delivery of Annual Enrollment (Health & Welfare only)
- Recorded and reviewed project scoping, budgeting and change order records along with the Lead Systems Analyst(s)
- Shared in-depth client understanding with others, and used that understanding to identify ways clients can be better served; coached others on providing high quality service and building strong client relationships; and used client knowledge to anticipate needs
- Exhibited intuition, and displays willingness to tap into prevalent data
- Manage Talent & Resources
- Built domain knowledge within the Benefits Operations Manager (BOM) and Benefits Analyst (BA) roles
- Leveraged the talent/resources on the team to generate results to meet the needs of the clients
- Monitored associate performance to ensure that results were achieved in an effective/efficient way - whether a direct or indirect manager.
Benefits Operations Manager
Aon Hewitt, Hewitt Associates
The Woodlands, TX
04.2005 - 07.2014
- Served as subject matter expert for clients’ ongoing processes
- Responsible for making sure all portions of ongoing service delivery work smoothly and result in high-quality service for clients and participants
- Served as subject matter expert on requirements, including plan provisions, processing, application of business objectives, and alternatives for service delivery
- Developed and documented ongoing requirements for new transitions/acquisitions
- Monitored Service Level Agreements (SLA) for service (Implementation Delivery Group, Shared Services, Global Virtual Teams) in order to effectively manage the virtual team
- Identified, planned, and managed Process Improvement Projects to improve processing performance (e.g., to eliminate exception processing)
- Coached Business Analysts on Issue Resolution techniques
- Assessed impact of any system defects to control damage/risk
- Collaborated with Implementation Delivery Group to ensure smooth hand-offs from Technology team to Ongoing Processing Team
- Developed ongoing processing documentation and trained Benefits Analysts to ensure high quality
- Identified potential issues, gathered relevant information, and worked with client/third parties/Benefits Service Manger to resolve issues that arose after requirements definition period was signed off for clients in ongoing delivery
- Reviewed test plans to ensure all client requirements were covered and test plans were thorough for clients ongoing delivery
- Interacted with the client on client facing participant issues as well as processing related issues
- Leveraged the talent/resources on the Ongoing Delivery team to generate results
- Monitored associate performance to ensure that results were achieved in an effective/efficient way
- Resolved Client and Third Party issues and/or escalations
- Communicated effectively written and verbally.
Business Analyst/Quality Assurance Analyst
The Woodlands, Hewitt Associates
The Woodlands, TX
06.2001 - 03.2005
- Identified root causes of delivery issues (e.g., system edits, manual processes, workflow patterns, etc.)
- Recommended process improvements; identified opportunities to define/follow standard operating procedures
- Researched and resolved participant issues from Customer Service (via workflows), Daily Processing and client inquiries
- Collaborated with internal/external parties and client to resolve issues
- Researched plan requirements/rules to resolve administrative questions
- Executed Inbound and Outbound file processing; resolved data edits; completed reconciliations/balancing; performed processing verifications
- Organized testing efforts for Total Benefits Administration software
- Developed and maintained project plans for use by other business analysts
- Created detailed test plans for both automated and manual processes
- Monitored daily processes to improve efficiency through system enhancements
- Extensive problem solving through SQL, QMF, DB2, Windows 95 and NT
- Mentored and coached new associates to further their growth and development
- The Woodlands, TX
Education
Master of Science - Applied Mathements
Clark Atlanta University
Atlanta, GA05.2001
Bachelor of Science - Major Mathematics
Clark Atlanta University
05.2000
Skills
- Implementing skills
- Teamwork and Collaboration
- Excellent Communication
- Written Communication
- Problem-Solving
- Training and Development
Timeline
Senior Associate Project Manager
Willis Towers Watson (WTW)
04.2019 - Current
Health & Welfare Benefits Service Manager (Client Manager)
Alight Solutions, formerly Aon Hewitt
08.2014 - 04.2019
Benefits Operations Manager
Aon Hewitt, Hewitt Associates
04.2005 - 07.2014
Business Analyst/Quality Assurance Analyst
The Woodlands, Hewitt Associates
06.2001 - 03.2005
Master of Science - Applied Mathements
Clark Atlanta University
Bachelor of Science - Major Mathematics
Clark Atlanta University