RICHARD STEINNorth Providence, RI 02911

(617) 413-5882 ▪ Stein.ventures@gmail.com

SENIOR CLIENT SERVICES EXECUTIVE

Recognized as a highly accomplished Senior Executive and leader in the Benefits Outsourcing industry with a proven track record in client services management servicing Fortune 500 companies. A strategic multi-dimensional thinker who has cultivated exceptional, cross-functional teams and relationships focused on delivering superior customer service. Areas of expertise include:

▪Relationship Management ▪ Governance & Due Diligence ▪ Strategic Planning▪Retirement Plan Expertise▪Mergers & Acquisitions

▪ Pension Administration Systems▪ Project Implementation Management

▪ Union Benefits▪ Corporate Actions

▪Communication Strategies ▪ Team Leadership & Mentoring ▪ Process Improvements

PROFESSIONAL EXPERIENCE

FIDELITY INVESTMENTS (Marlborough, MA) 1996 - 2010 A leading provider of asset management services, retirement planning, and benefits outsourcing to more than 20 million individuals and institutions.

Vice President – Relationship Management (2006 to 2010)

Led a cross functional team of Client Service managers who supported the administration of defined benefit, defined contribution and health & insurance outsourcing services for multi-product, Fortune 500 clients. Developed and executed annual business plans to exceed the clients’ expectations and to meet aggressive revenue goals.

Increased client revenue by $20M over a 3 year period. Negotiated service level agreements with internal and external stakeholders associated with

client contract renewals. Maintained a 100% client retention rate over a 4 year time horizon. Executed monthly and quarterly service reviews to ensure client expectations and service

level agreements were met. Significantly improved overall customer satisfaction for a leading Pharmaceutical client based upon both client and participant surveys.

Developed and implemented action plans to optimize operational efficiencies and improve the overall customer satisfaction levels. Decreased overall operational expenses by 40% associated with reduced headcount and improvements to administrative processes.

Director of Operations (2001 to 2006)

Set up an outsourcing division in Canada to support the back office operations and administration of the pension plans for a Fortune 50 automotive client covering over 1.2 million participants. Assessed, acquired, and implemented all technology and infrastructure requirements, including the setup and testing of the pension administration systems. Recruited and managed a team of 76 associates across functional areas to support ongoing operations.

Developed and implemented aggressive training strategies to achieve key indicators of operational readiness.

Drove accountability for results that exceeded internal and external service level agreements. Built cross functional operational teams which were ready to provide superior customer

service on Day One.

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FIDELITY INVESTMENTS (Continued) 1996 - 2010

Senior Client Services Manager (1999 to 2001)

Effectively managed the ongoing administration and plan requirements for the clients' defined benefit programs including cash balance, final average pay, and career average pension plans. Participated as a key presenter in the sales process for new client prospects. Led weekly meetings with each client to ensure timely resolution of issues and action plans.

▪ Successfully led and coordinated client communication efforts, corporate actions, and plan changes for three Fortune 500 clients covering over one million participants.

▪ Developed and presented annual business plans to the clients’ senior management teams. Maintained 100% client-retention rate associated with high customer satisfaction.

Senior Project Implementation Manager (1996 to 1999)

Subject-matter expert accountable for managing and leading defined benefit project teams from point of sale through the successful transition to client services. Accountable for issue resolution and escalation to ensure project scope and timelines were met and project risk was effectively managed.

▪ Negotiated with internal and external stakeholders to obtain support for desired outcomes via scope and budget management. Successfully executed 3 large-scale implementations on time and within budget.

▪ Functioned as a change agent to streamline administrative procedures for both the client and the internal operational teams. As a result, reduced operational expenses by $50M via automation of manual processes.

UNITRIN, INC. (CHICAGO, IL) 1990 - 1996 One of the nation's leading financial services providers specializing in property and casualty insurance, life and health insurance products for individuals, families, and small businesses.

Benefits Manager

Accountable for the setup of the Retirement Benefits department and the effective transition of the pension and 401(k) plan administration following the spin-off of Unitrin from the Teledyne Corporation. Efficiently managed a group of six associates responsible for the day-to-day administration of the back office operations.

Facilitated the business requirements and testing efforts for the development and rollout of an in-house pension record-keeping system to handle the administration of four different corporate pension plans covering 30,000 participants. As a result, increased daily throughput by 50%.

Led a project to outsource the administration of the 401(k) plans, including risk assessment, due diligence, cost/benefit analysis, and final recommendations to the Board. Decreased operational expenses of the 401(k) plans by 30% as a result of this initiative.

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BRACH’S CANDY, INC. (CHICAGO, IL) 1988 - 1990 One of America’s leading manufacturers and distributers of quality confectionary, gum products and fruit snacks.

Benefits Administrator

Key leader tasked with managing a staff of four associates within the Retirement Benefits department accountable for the administration of the pension and 401(k) plans. Acted as a liaison between Human Resources and Senior Management to provide non-qualified benefits to executives subject to early retirement windows.

Negotiated with the Union representatives to resolve claims and appeals associated with the hourly participants' pension benefits and entitlements.

TOWERS WATSON (CHICAGO, IL) 1984 - 1988 A leading global professional services company that offers consulting solutions in the areas of employee benefits, talent management, rewards, and risk management.

Pension Analyst

Functioned as a third-party administrator to fulfill the pension obligations pursuant to plan terminations, mergers and acquisitions.

Effectively analyzed and reviewed actuarial reports, plan amendments, plan documents, insurance contracts, and trust/collective-bargaining agreements to ensure compliance with federal pension legislation.

Ensured efficient processing of plan terminations, including the coordination of filings and distributions with the IRS, PBGC, and plan participants.

EDUCATION & PROFESSIONAL CREDENTIALS

Bachelor of Science, Business Administration – Industrial Psychology

University of Illinois, Urbana, IL, Graduated with High Honors (1984)

Certified Employee Benefits Specialist

Professional Affiliations & Recognitions

▪ Outstanding Service Award for Client Services Management (Fidelity)▪ Outstanding Service Award for Operational Excellence (Fidelity)▪ President of the Fruit Hill Condo Association (2007 – 2010)