Tara Haughton
Toronto,ON
Summary
I’m an efficient, proactive and performance driven professional. Expertise in benefits administration management for over 20 years including client and member relations, implementations, project management, outsourcing, multi-employer, large data file transfer management, escalated case management and resolution delivery. Excellent problem solver, thorough and detail-oriented skill set. Seasoned managerial skills that embrace mentorship, goals setting and successful achievement.
Overview
15
15
years of professional experience
Work History
Account Manager
SEB Administrative Services Inc.
05.2020 - Current
- Serve as the liaison between the firm and customers. I ensure excellent customer service and customer satisfaction, with the goal of customer retention
- I am responsible for managing the annual & quarterly stewardship meetings, ongoing client status and analysis touchpoints as well
- I am the ultimate authority on priority of client projects. I manage the end-to-end change order process, project scope and prioritization with all applicable stakeholders (third party, client and internal groups)
- I am to consistently focus on continuous improvement initiatives, maintain visibility to all parties to ensure projects and cost controls are maintained
- Team building is a key factor in my success. I strive to build domain knowledge within the direct operational team, manage/lead a high performing team of benefits administration professionals, leveraging the talent/resources on the team to generate results
Benefits Officer
SEB Administrative Services Inc
05.2017 - 05.2020
- Subject manager expert on all client plans and processing. Was the initial point of contact for escalated matters by the client or third-party vendors
- Developed continuous improvement opportunities, by identifying business need gaps, process delays, quality problems and then implementing solutions. Created a new standard operating procedure for a complex payroll file for one of our clients
- Project managed and integrated operations resources with excellent relationship management skills and ability to provide seamless participant solution with focus on user experience
- Monitored client operations measures to proactively manage client-level impacts, proactive management of the operations metrics to meet or exceed expected results. Maintained a 90% Service Level Agreement during a platform transition/implementation
- Provided coaching and development to Processing and Benefits Analysts and created a culture of continuous improvement within client-level operations.
- Participated in numerous plan design change requests made by the client for system enhancements and monitor lifecycle of change including working with the client and our technology team to document, test and launch change in test and production environments to meet client needs
Benefits Operations Manager
Aon Hewitt
01.2011 - 04.2017
- Responsible for overseeing the daily management and administration of health and welfare benefits for a national multi-employer client in excess of 8,000 members (active & retirees)
Education
Certificate - Human Resources Management
Seneca College
01-1999
Bachelor of Arts with Honors - undefined
Laurentian University
01-1997
Skills
- Strong analytical skills, with the ability to translate data into insights
- Strong presentation and public speaking skills
- Strong interpersonal and organizational skills
- Effectively function in a fast-paced/dynamic environment
- Customer focus
- Team orientated
- Domain expertise
- Results-driven
Languages
English
KNOWLEDGE & EXPERIENCE
- Proven experience in benefits administration operation management Proficient in Microsoft Office Suite, specifically Excel and PowerPoint Technical aptitude and ability to learn new technology
- Experience working with large enterprise customers
- Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
- Empathetic, positive attitude with a desire to help customers reach their goals
- Strong time management skills
Timeline
Account Manager
SEB Administrative Services Inc.
05.2020 - Current
Benefits Officer
SEB Administrative Services Inc
05.2017 - 05.2020
Benefits Operations Manager
Aon Hewitt
01.2011 - 04.2017
Bachelor of Arts with Honors - undefined
Laurentian University
Certificate - Human Resources Management
Seneca College