Summary
Overview
Work History
Education
Skills
Timeline
Generic

Maria Martin

Denver,CO

Summary

Highly regarded leader with a passion for continuous improvement and a knack for decision-making. Skilled at fostering internal partnerships, maintaining impeccable organization, motivating team members, challenging the status quo, and adapting to ensure success. Detail-oriented professional known for exceptional communication and project management abilities. Adept at handling multiple tasks efficiently in fast-paced settings. Recognized for proactive problem-solving, optimizing processes, and supporting team goals.

Overview

10
10
years of professional experience

Work History

Sr. Business Integration Consultant – Brokerage Operations

TIAA
01.2022 - Current
  • Represent Brokerage Operations in the development of technology requirements.
  • Engage management and front-line staff to ensure that technology changes improve business processes and enhance the client experience.
  • Coordinate review and sign-off of requirements.
  • Perform system testing, engaging front line staff as needed.
  • Participate in user validation for system implementations.
  • Provide subject matter expertise on technology and continuous improvement projects.
  • Business Continuity responsibilities; determining the level of outage, communications, and following our recovery strategy.
  • Create training plans for technology and process changes.
  • Develop training materials and deliver training for smaller-scale projects.
  • Partner with Learning and Development on larger-scale projects.
  • Update job aids and training materials to reflect system and process changes.
  • Coordinated efficiently with external vendors wherever necessary to ensure seamless delivery of services.
  • Established strong working relationships with clients through clear communication and timely responses to inquiries.

Team Lead – Lump Sum & Retirement Operations

TIAA
01.2018 - 03.2022
  • Provided performance management, through monthly 1:1 and delivered annual reviews.
  • Created an environment for growth, ensuring that our team values are aligned to continuous learning to actively develop out skills to the organization’s strategic values.
  • Focused on motivating, engaging, and retaining talent.
  • Served as a coach and mentor to team members through execution and adoption of new processes and regulations, utilizing Change Management strategies.
  • Leverage expert knowledge to oversee the daily activities, completing within deadlines (T+0) while maintaining a very high standard of accuracy (98.9%). Completing on average 58,000 transactions a month.
  • Analyzed root cause(s) of challenges, bottlenecks, and technology and implemented efficiency improvement.
  • Managed the escalation and correction process through clear communication with all stakeholders, setting timelines and ensuring downstream impacts are accounted prior correction.
  • Developed our Business Continuity Plan; this reduced our downtime in turn reduced our financial impact.
  • We became more resilient when future outages occurred.
  • Provided support on internal & external audits, ensuring controls are documented and monitored.
  • Defined business requirements for the technology, continuous improvement projects, and specialized processes for institutional clients.
  • Created and implemented a new training plan to continuously onboard new associates, successfully onboarding 90 associates.
  • Document management – supported and owned 43 knowledge exchange articles and 78 standard operating procedures.
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
  • Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Collaborated with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively.
  • Advanced Knowledge in OMNI Admin Web & Prism
  • Microsoft Office Suite

Business Management Associate

TIAA
01.2016 - 01.2018
  • Analyzed and solved complex issues using creative problem solving and effective decision-making.
  • Managed the workflow intake process and address inquiries, escalations, and transactional research items related to Individual & Institutional Operations.
  • Identified trends and worked with business partners to assist them in proactively addressing process or training needs.
  • Created a playbook for ensuring critical tasks were accomplished daily for lump sum teams.
  • Playbook provided a clear, step-by-step process utilized by leadership team.

Senior Specialist

TIAA Financial Services
10.2015 - 01.2017
  • Drove change through quality-oriented strategies to help operations accomplish ambitious short- and long-term goals.
  • Identified areas in need of critical improvement and implemented strategies to achieve targets.
  • Managed complex projects from inception to completion, ensuring timely delivery and client satisfaction.
  • Supported department leadership in implementing new policies, procedures and controls.
  • Established strong working relationships with clients through exceptional customer service and proactive communication efforts.
  • Collaborated with cross-departmental teams in developing cohesive strategies aimed at achieving long-term organizational goals.
  • Delivered high-quality results consistently by adhering to strict quality control measures and industry best practices.
  • Enhanced team skill sets with targeted training programs, elevating overall productivity and quality outcomes.
  • Generated reports detailing findings and recommendations.

Education

Master of Science - Organizational Leadership

Regis University
05.2024

Bachelor of Arts - History

Metropolitan State University of Denver
05.2017

Skills

  • Time management
  • Problem-solving
  • Teamwork and collaboration
  • Attention to detail
  • Excellent communication
  • Reliability
  • Organizational skills
  • Active listening
  • Adaptability and flexibility
  • Decision-making
  • Continuous improvement
  • Teamwork

Timeline

Sr. Business Integration Consultant – Brokerage Operations

TIAA
01.2022 - Current

Team Lead – Lump Sum & Retirement Operations

TIAA
01.2018 - 03.2022

Business Management Associate

TIAA
01.2016 - 01.2018

Senior Specialist

TIAA Financial Services
10.2015 - 01.2017

Bachelor of Arts - History

Metropolitan State University of Denver

Master of Science - Organizational Leadership

Regis University

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