NICOLE HAJJ
North Reading,MA
Summary
Results-driven professional with a proven track record in optimizing business processes and maximizing the bottom line through driven, self-motivated leadership. Adept at employing Agile and Lean Six Sigma strategies to reduce costs and drive continuous improvement, while fostering a client-centric culture. Committed to delivering exceptional customer service by anticipating needs, addressing concerns proactively, and enhancing the overall client experience. Known for resolving challenges with innovative solutions, and building strong relationships through effective collaboration and leadership.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Senior Project Manager
Goal Group/ WTax
New York, NY
03.2023 - Current
- Directed all personnel and processes within the Tax, ADR, Securities Class Actions, and Research teams, fostering a culture of continuous improvement and high performance.
- Consolidated overlapping job functions, reduced operational costs by 15%, and optimized resource utilization, boosting team productivity by 20%, all while maintaining a 90% employee satisfaction rate.
- Ran a project to implement a quality management process, utilizing DMAIC methodology and statistical process control techniques to ensure work quality KPIs consistently met or exceeded 95% targets.
- Led a business transformation initiative to integrate client survey feedback into client portal enhancements, resulting in a 25% increase in customer satisfaction, and a 15% boost in portal engagement.
- Led a seamless transition to a new IT provider, streamlining contracts and optimizing service agreements to achieve $1.5M in annual cost savings, delivering the project on time and within budget, while enhancing system performance and support reliability.
- Spearheaded a strategic office relocation, optimizing space utilization, and renegotiating lease terms to achieve $500K in annual cost savings.
Sales Support Senior Project Manager
Goal Group
New York, NY
10.2021 - 03.2023
- Spearheaded growth initiatives by showcasing company's value proposition to potential clients.
- Managed and optimized a $20 million sales pipeline, tracking opportunities, forecasting revenue, and ensuring alignment with targets and objectives.
- Prepared and delivered detailed sales reports to executive leadership and the board of directors to ensure alignment with sales objectives.
- Led the development of client presentations, crafting compelling, data-driven proposals, and showcasing system capabilities.
- Developed and analyzed cost models to assess pricing strategies and profitability, to ensure competitive and sustainable pricing structures.
- Collaborated with cross-functional teams to ensure accurate, compelling, and timely RFI/RFP responses that aligned with customer needs.
- Cultivated robust customer relationships during onboarding and offboarding phases.
Vice President, Project Manager – Office of Globalization
Brown Brothers Harriman
Boston, MA
09.2019 - 10.2021
- Managed all aspects of transitions, including knowledge capture, knowledge transfer, ramp-up, and steady state.
- Responsible for defining and documenting the transition scope, developing the transition timeline, resource plans, and transition plans, while monitoring risk.
- Facilitated transition meetings, tracked progress regularly, delivered RAG status updates.
- Directed creation of comprehensive plans for IT procurement logistics and training.
- Ensured seamless cooperation between LOB, HR teams, enterprise services, vendors, and all relevant stakeholders to fulfill transition objectives.
- Enhanced company profitability by implementing strategic business plans to move work to lower-cost centers.
- Transitioned work efficiently from over 75 onshore employees to fewer than 20 offshore staff.
- Managed a project to close an office following the loss of business, overseeing all aspects of the transition, including resource reallocation, communication strategies, and the seamless transfer of operations to other existing locations.
Consultant, Project Manager
Brown Brothers Harriman
Boston, MA
12.2018 - 09.2019
- Managed all aspects of implementing, planning, execution, monitoring and controlling, and closing multiple simultaneous projects.
- Led SDLC projects from ideation to lessons learned, applying agile, waterfall, and rapid application development methodologies.
- Facilitated the creation of various project artifacts, such as the project charter, risk register, resources, implementation plan, and project plans.
- Coordinated and led project meetings, monitored project health, and reported estimates to completion.
- Worked collaboratively with business analysts, IT, testers, and subject matter experts as part of a cross-functional team.
- Directed a business transformation project utilizing an ETL tool to automate and optimize fund accounting valuation processes.
Senior Analyst/Team Leader
Bank of New York Mellon
Everett, MA
07.2015 - 12.2017
- Appointed by senior management to create and institute a centralized, global account-opening process spanning multiple platforms.
- Led the transition effort to convert account-opening support from business lines to a centralized account-opening team.
- Developed and instituted comprehensive training programs for employees, ensuring adherence to excellence and efficiency standards.
- Instituted and implemented a quality assurance and review process that ensured accounts were set up properly before funding.
- Developed a tracking framework to monitor the account-opening lifecycle, enabling the identification of trends and errors.
- Analyzed account-opening data to develop KPI reporting for leadership.
- Directed a project to integrate technology to establish default settings, thereby reducing the account opening FTEs needed by 30%.
Senior Analyst, Project Manager
Bank of New York Mellon
Everett, MA
06.2008 - 07.2015
- Created a support framework for a senior manager in a rapidly growing business segment with a demanding client base, establishing infrastructure to alleviate staff workload, and streamline processes.
- Developed best practices for onboarding, account opening, and post-set-up review to streamline processes, reduce errors, and optimize savings.
- Led a project to eliminate 1,000 monthly paper reports by implementing an electronic process that reduced costs and improved service efficiency.
- Responsible for tracking and reporting new business, and justifying FTEs.
- Worked closely with senior management, tracking and reporting pipeline new business/revenue, and justifying FTEs.
- Created a global relationship tracker, centralizing client contacts, documentation, and key instructions into one repository.
- Developed an account closing / off boarding process, implementing forwarding instructions to reduce escheatment occurrences.
Client Service Officer
Bank of New York Mellon
Everett, MA
01.2006 - 01.2008
- Managed client service interactions for a range of top-tier custodial accounts.
- Collaborated with Relationship Management, and Sales to elevate leads and facilitate conversions.
- Oversaw onboarding and conversion of client assets and cash into custody.
- Supervised client billing activities, ensuring accuracy.
- Provided training and mentorship to Assistant Client Service Officers.
- Engaged potential clients through participation in sales pitches and proposal efforts.
- Organized and led due diligence meetings with key stakeholders.
- Coordinated legal, compliance, and risk management processes to ensure regulatory alignment.
- Partnered with internal departments to deliver exceptional client service and resolve any service-related issues.
- Drove client training efforts to increase comprehension of business practices, products and latest trends.
Assistant Client Service Officer
Bank of New York Mellon
Everett, MA
01.2005 - 01.2006
- Aided Client Service Officer in rendering top-tier service to prominent clients, guaranteeing remarkable customer interactions.
- Served as primary contact for clients in the absence of Client Service Officer.
- Coordinated between functional teams to ensure smooth service operations.
- Aided execution of both standard and ad-hoc client events.
- Facilitated the execution of Legal, Compliance and Risk Management duties.
- Oversaw client bulling audits, account openings, asset conversions and educational initiatives to ensure seamless service delivery.
- Managed reporting for Investment Manager, ensuring timely distribution of 500 client statements monthly.
Education
MBA - Business Administration
Franklin Pierce University
Rindge, NH05-2004
Bachelor of Arts - Business Management
Curry College
Milton, MA05-2001
Skills
- Project management
- Quality management
- Data analysis
- Cost optimization
- Process improvement
- Stakeholder engagement
- Operations management
- Strategic planning
- Process champion
- Project management
- Lean Six Sigma
- Budget forecasting
- Business analysis
- Software management
- Risk assessment
- Agile
- ROI analysis
- JIRA
- Microsoft Project, Visio
- Confluence
- Excel, Word, and PowerPoint
- Business transformation
- Cross-functional collaboration
- Communication skills
- Problem-solving skills
- CRM software
- Sales strategies
- Client relationship management
Certification
- Certified Project Management Professional
- Certified Lean Six Sigma Greenbelt
- Certified Scrum Master
- Certified MS Project Master Scheduler
Accomplishments
- Director, North Reading Youth Cheerleading
- Coach, North Reading Youth Cheerleading
- Board Member, North Reading Youth Football & Cheerleading
- Director of Training & Rules, Massachusetts Youth Cheer Alliance
- Executive Board Member, Massachusetts Youth Cheer Alliance
- President, North Reading High School Cheerleading Boosters
Timeline
Senior Project Manager
Goal Group/ WTax
03.2023 - Current
Sales Support Senior Project Manager
Goal Group
10.2021 - 03.2023
Vice President, Project Manager – Office of Globalization
Brown Brothers Harriman
09.2019 - 10.2021
Consultant, Project Manager
Brown Brothers Harriman
12.2018 - 09.2019
Senior Analyst/Team Leader
Bank of New York Mellon
07.2015 - 12.2017
Senior Analyst, Project Manager
Bank of New York Mellon
06.2008 - 07.2015
Client Service Officer
Bank of New York Mellon
01.2006 - 01.2008
Assistant Client Service Officer
Bank of New York Mellon
01.2005 - 01.2006
MBA - Business Administration
Franklin Pierce University
Bachelor of Arts - Business Management
Curry College
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