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Joy  Ott

309 S. Paxton Ave

South Holland, IL 60001

 (708) 889-9876 Home

(708) 743-1230 Cell

joy@comcast.net

 

w   OPERATIONS MANAGER   w

Transaction Processing … Disaster Recovery … Project Management

Seasoned manager who has demonstrated the ability to lead diverse teams of professionals to new levels of success in a variety of highly competitive industries, cutting-edge markets, and fast-paced environments. Strong technical and business qualifications with an impressive track record of more than 20 years of technical, business and sales hands-on experience in strategic planning, business unit development, project and product management, and system engineering strategies.  Proven ability to successfully analyze an organization’s critical business requirements, identify deficiencies and potential opportunities, and develop innovative and cost-effective solutions for enhancing competitiveness, increasing revenues, and improving customer service offerings.

Work History

Aflac - American Family Life Insurance Company                                                                                                 2010 - Present

                                                                                SALES AND MARKETING PROFESSIONAL

·          Business-to-Business and Individual Consulting on Insurance Needs

·          Direct Policyholders on how to direct cash benefits where they are needed most when a life-interrupting medical event causes financial challenges

·          Responsible for creating sales from the general public or businesses through networking, referrals or marketing calls

·          Organizing meetings with potential and current clients to customize an Aflac benefit plan that suits their organization’s needs and to enroll clients into the service accounts

__________________________________________________________________________________________________________________________________

THE NORTHERN TRUST COMPANY                                                                                                                             2007 – 2009

DIVISION MANAGER, SECOND VICE PRESIDENT, TECHNICAL SUPPORT GROUP

·          Manage 3 managers, 35 US, 9 India Technicians and 4 Technical Senior Business Process Managers.  Responsible for Northern Trust Corporate & Institutional Wealth Management client’s domestic and international cash payment processing totaling over US$1 Billion monthly.

·          Manage 5 Internal Auditors responsible for protecting the company against exposure to operational, financial, systems, credit, legal and reputational risk as well as business continuity, disaster recovery and life safety risks.

·          Implement TSG’s first Imaging System resulting in a straight through approach for clients to communicate cash movement request. Implementation of offsite team in India processing of image documents rather than paper; systematic process for automatic document archival.

·          Implement web-based Cash Movement System providing clients the opportunity to process Cash Movement from their office.

·          Implement policies and procedures resulting in a systematic approach to processing Cash Movement for PFS & CIS.

·          Establish performance standards and negotiate service levels necessary to provide world class service while mitigating risk and being cost effective.

·          Function as the Disaster Recovery Coordinator ensuring all partner system access is operational.

THE NORTHERN TRUST COMPANY                                                                                                                          2003 – 2007

INVESTOR SERVICES MANAGER, SECOND VICE PRESIDENT

·          Managed a functional Call Center staff of 30 Client Service Representatives submitting request for account maintenance and movement of cash both internationally and domestically.

·          Managed a team of Wire and Check Fraud Investigators responsible for documenting and ensuring all supportive documentation has been completed prior to further investigation.

·          Created productivity reporting to provide management team with accurate measurement of work volumes for the first time within the Administrative Unit.                                                                                         

·          Utilized effective staff management, develop productivity goals and create a healthy work environment to reduce a 90 day backlog to within 1 day of standard.

·          Functioned as the primary liaison for internal/external partners and the relationship management team.

·          Responsible for ensuring all product documentation and training of operations staff.      

THE NORTHERN TRUST COMPANY                                                                                                                            1999 – 2003

COMMERCIAL CLIENT SERVICES MANAGER, SECOND VICE PRESIENT

·          Responsible for a staff of 12 Client Services Representatives.

·          Liaison between Northern Trust and Third Party Corporation managing data center.

·          Project Lead for resolving customer- and system-related inquiries for Large Corporate accounts.

TRANS UNION CORPORATION                                                                                                                                1987 – 1998

MANAGER, CENTRAL REGION

·          Responsible for managing a Client Services and Quality Assurance Department

·          Responsible for US$40 Million in revenue and regional budget.

·          Managed staff of 21 Client Services Analyst daily processing and resolving client inquires.

·          Conducted client presentations and finalize client agreement for service.

·          Develop new staff in business and technology procedures while supporting customer needs.

                                                                                                BUSINESS ANALYST

·          Functioned as Account Manager ensuring a continual business relationship.

·          Performed regular audit checks to ensure quality along with regular visits to client office ensuring compliance.

·          Project Manager overseeing the conversion to an Automated Process System and Wrote Business Requirements

·          Business and Technical trainer for clients and internal partners.                                                    

Awards & Honors

·          Illinois Licensed Life & Health Insurance Agent (2010)                                                                       

·          Northern Trust Management Project Management Certificate (2006)                                                                          

·          Quality & Service Medallion (2004)

·          Team Quality and Service Award (2002)

·          Quality Signature Service Award - Christian Brothers Investment Team (2000)

·          Quality Signature Service Award - Special Industries Team Treasury Management Services (2000)             

·          Certificate in Customer Focused Quality

·          Certificate in JCL coding and MVS Concepts and Facilities

·          Certificate in Frontline Leadership                 

Education

Roosevelt University, Major: Finance

Whitney M. Young High School: Diploma

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