Melanie Wood
Minneapolis,MN
Summary
Dynamic Operations Director with a proven track record at the Federal Reserve Bank of Minneapolis, enhancing organizational performance and customer experience. Skilled in staff management and relationship building, adept at driving large-scale CRM implementations and fostering cross-functional partnerships.
Overview
11
11
years of professional experience
Work History
Operations Director
Federal Reserve Bank of Minneapolis
12.2021 - Current
- Lead, supervise and provide strategic direction to the Organizational Performance team which includes a workforce of 20 employees.
- Responsible for the divisions data strategy, workforce management plans, learning and development, continuous improvement efforts, quality control, and system balancing.
- Serves as the Product Owner for Salesforce CRM implementation and provides key direction, decisions, and communication to ensure success.
- Developed partnerships across the Bureau of Fiscal Service to influence decisions regarding strategic efforts and customer experience enhancements.
- Served as interim leader for 12+ months overseeing the mail processing and case examination teams along with Organizational Performance, this included a workforce of over 90 employees.
- Implemented process efficiencies and eliminated bottlenecks to increase exam team output by 50%.
Operations Manager
Federal Reserve Bank of Minneapolis
05.2021 - 12.2021
- Created structure for a new support function, the Organizational Performance Team, which is responsible for subject matter expertise across all functions and process efficiencies.
- Standardized performance metrics and leveraged industry best practices to create consistency on employee expectations.
- Deployed workload prioritization strategy to protect service levels.
- Introduced system capabilities to track call trend data which has been leveraged for workforce forecasting and efficiency prioritization.
Product Line Manager
Allianz Life Insurance Company of North America
06.2018 - 05.2021
- Developed 4-6 concepts for strategic product enhancements annually for the annuity marketplace.
- Led implementation efforts, product strategy, and financial oversight for large scale administration platform transition (Accenture Life Insurance Company & Annuity Platform).
- Continually gathered feedback regarding products and processes and identified areas for improvement and new opportunities.
- Managed the collaboration with individuals from pricing teams and distribution partners in assessing the viability of product concepts and ultimately creation recommendations to move products from concept to implementation.
- Monitored project milestones and critical dates to identify potential problems and risks to project schedule, as well as developing constructive solutions and assisting with specific management actions.
- Worked with development team to define and implement customer change requests to enhance product functionality.
- Established and managed relationships with internal stakeholders such as operations, distribution, legal, and compliance to influence and drive priorities.
Operations Manager
Allianz Life Insurance Company of North America
06.2016 - 06.2018
- Managed team of eight professionals including five operations analysts.
- Directed strategic initiatives to achieve increased adoption in digital platforms.
- Maintained strong control framework through operational control oversight and efficiency implementation.
- Launched and sponsored ONE New Business Efficiency Committee which involved data driven process efficiencies, stakeholder alignment, project roadmaps and project implementation.
- Led workshops and walked through product/business rules with top Financial Advisors as well as solicited feedback on future enhancement opportunities.
Operations Specialist
Allianz Life Insurance Company of North America
01.2014 - 06.2016
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
- Developed and maintained effective working relationships with business partners by providing support and guidance on product features. These partners include, but are not limited to distribution, client services, variable inforce, and compliance.
- Represented Variable Annuity New Business in department and companywide initiatives by serving as the primary Subject Matter Expert. Responsibilities included: Creating and approving system and process requirements, assessing and mitigating downstream impacts, creating communication and completing user acceptance testing.
Skills
- Operational Excellence
- Staff Management
- Communication Coordinator
- Strategic Planning
- Relationship Building
- Staff Training and Development
Timeline
Operations Director
Federal Reserve Bank of Minneapolis
12.2021 - Current
Operations Manager
Federal Reserve Bank of Minneapolis
05.2021 - 12.2021
Product Line Manager
Allianz Life Insurance Company of North America
06.2018 - 05.2021
Operations Manager
Allianz Life Insurance Company of North America
06.2016 - 06.2018
Operations Specialist
Allianz Life Insurance Company of North America
01.2014 - 06.2016
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