Patricia Row

Spearhead initiatives to create a structured, adaptable, and repeatable enterprise-wide approach enabling effective management of large-scale complex change management events. Established a culture of transparency, while defining and evangelizing a common definition, tooling, prioritization, and sequencing of change management strategies. Utilize Agile methodology to devise a strategy aimed at breaking down concepts, and equipping individuals with enhanced technology and business skills.

• Introduce Agile methodologies at Pershing, defining a communication strategy to create common understanding of concepts and applications to 1500 business side employees.
• Manage certification of 150 new SAFe Product Owners and Product Managers, establishing alignment with technology Agile PODs, engage with C-suite to define Pershing's Agile mission and values, and work with key stakeholders to identify gaps in product owner/manager staffing and education.
• Drove a transformative mission across the organization to eradicate the use of paper mailings, annually achieving $20M in additional revenue and $10M in cost reductions.
• Multi-year paper-free goal has achieved remarkable progress, witnessing a YTD increase of 50% in documents enrolled in electronic delivery within seven months, along with approximately 2M more statements compared to the previous year.
• Administered the creation and readiness of a global cross-functional enablement team comprising of over 60 employees dedicated to aiding clients in adopting digital solutions.
• Direct communication strategies in support of Pershing and industry change events, including enhancements to Pershing's technology platforms, operational changes, production solutions and regulatory events.
• Led the selection and implementation of a single service provider of new Marketing and Communications Digital Enablement tool, eliminating two vendors, and resulting in annual savings of $150K year over year.
• Strengthened digital automation capabilities and executed the seamless implementation of newly designed digital communications content to over 10k B2B client contacts.

Conducted client needs assessments to identify training requirements and customize programs accordingly. Provided leadership, mentorship, and professional development opportunities for 20 direct reports

• Played a pivotal role in establishing and expanding the Client Training Department, including introducing a streamlined learning management system for 10K users, resulting in significant cost savings of $450K annually.
• Enabled the company to transition from a prior reputation of ineffectiveness to become a cohesive and productive unit while reducing turnover within the team from 30% to 0%, including launching and integrating new technology into our operations.
• Created dynamic content in digital and live instructor-led formats while offering strategic guidance and direction to a team of over 20 education consultants.
• Developed a wide range of curriculums, including in-depth training focused on single products/features and custom programs that covered 150+ features across the entire brokerage account lifecycle to streamline account opening, fund receipt/disbursement, complex order entry, trading systems, and reporting operations.
• Led complex engagements with new B2B clients to create custom learning and development programs to support large scale complex onboarding initiatives. 10-12 unique client engagements per year representing $40 million in annual revenues.
• Led the successful implementation of a digital content solution, the Brainshark B2B Learning Management System (LMS) in collaboration with 20 consultants, achieving widespread adoption with 10K users onboarded within just three months of launch.
• Managed 10-12 annual intricate engagements with new B2B clients ($40M revenue) with a focus on providing strategic guidance for learning and development programs that supported large-scale transitions.
• Oversaw the coordination of 50-150 employees, ensuring they provided comprehensive support virtually and through on-site presence for all major transitions involving new B2B clients.

Designed and implemented strategies to expand existing client accounts and drive revenue growth. Stayed up-to-date regarding industry trends, competitive landscape, and market developments.

• Administered an annual revenue of $200M while acting as the central liaison for several growth-oriented B2B clients in banking, asset/wealth management, independent contractors, and insurance..
• Maintained an emphasis on product adoption, practice management enhancements, and identification of fresh business opportunities while coordinating with internal partners spanning business development, finance, product solutions, legal, client service, and operations to achieve a significant YoY growth of $10M within existing client base.
• Functioned as a client advocate, protecting their interests within the organization and promoting the value we deliver through the implementation of competitive solutions and advanced technology tools that bolster their growth.