General Responsibilities

At HTK, I transitioned from frontline operations into project management, leading critical modernization efforts in a highly regulated, customer-facing environment. I managed large-scale system conversions, drove cross-functional coordination, and delivered key process improvements supporting thousands of financial advisors across the U.S.

Operations Leadership & Program Execution

• Led daily operations for the New Business and Customer Service teams, supporting advisor onboarding, licensing, and issue resolution

• Managed a national call center team, improving response time SLAs and reducing escalation volume by over 30%

• Directed end-to-end planning and delivery of system migrations, including HTK’s broker-dealer platform and CRM tools

• Spearheaded modernization of licensing workflows, cutting cycle times and manual processing by over 50%

Project & Process Management

• Served as Project Manager for HTK’s enterprise back-office modernization, coordinating IT, compliance, operations, and vendor teams

• Designed and implemented a new advisor onboarding workflow, reducing time-to-activation and improving NPS among new producers

• Conducted business analysis and requirement gathering across multiple departments to align tooling with compliance and operational needs

• Facilitated user acceptance testing and training for new system rollouts across the organization

Cross-Team Collaboration & Stakeholder Engagement

• Acted as the liaison between business units, IT, compliance, and external vendors to ensure accurate delivery and regulatory alignment

• Built and maintained communication plans across departments to manage change and ensure stakeholder readiness

• Provided regular updates to executive leadership and contributed to firm-wide planning efforts around digital enablement

Process Optimization & Culture

• Championed a shift toward data-informed decision-making within the Customer Service team, identifying KPIs and process bottlenecks

• Piloted small-scale agile practices within project workstreams prior to formal agile adoption at the enterprise level

• Created training materials and onboarding programs that improved advisor support team efficiency and reduced early turnover