Charlie Cronin

About Charlie Cronin

Client Focused and Employee Centric Leader25 years of executing business strategies, focusing on clients and employees. Highly respected leader. Successful at connecting with employees at all levels. Wide range of client facing, middle office and back-office experience with deep end-to-end knowledge of key organizational client and business processes. Experience in leading multi-site teams including India and Philippines. Proven ability to build, drive results, and reform business models resulting in improved client service levels, employee satisfaction and process efficiency gains. Currently hold FINRA licenses 6, 7, 63, 24.

Experience

1. Sr Director - Life Event Services

   TIAA

   Jan 2021 — Present · Denver, CO, US

   I lead a team across multiple sites in the execution of the strategic development, delivery of the beneficiary and divorce settlement process in a manner that maximizes the client experience, operational efficiencies, and minimizes costs. This is comprised of directing the overall management of operations and oversite of service delivery, coaching and developing managers and their teams who are licensed professionals. Serve as a business expert on complex projects within the business. Lead initiatives to improve operational work flow, process improvement and re-design, compliance, internal controls and cost control. Some of my key accomplishments to date include the following:•Lead a team of 126 registered professionals in the execution of beneficiary and divorce settlements•Redesigned and constructed a new business model to improve leadership and process management•Improved intake service level by 50% in first year•Reduced unit costs by 5% by moving work to TIAA India and Philippines•Retained over $4.5B in both 2021 and 2022•Improved client survey scores by 18%. Average of 91% approval rating by clients•Decreased Annuity write offs by •Decreased Inventory Levels by 43.7%•Lead initiatives to improve operational work flow, process improvement and re-design, compliance, internal controls and cost control•Proven ability to lead and build cohesive partnerships across multiple sites within the US and TIAA India and TCS Philippines•Supported and led key automation changes to the process•Led multiple initiatives to improve client experience on the web

Education

• Metropolitan State University of Denver

  BS, Business Management/Human Resources

  1989 — 1994

• College for Financial Planning

  CRPC, Chartered Retirement Planning Counselor

  2002 — 2025

• Metropolitan State University of Denver

  Financial Planning

  2000 — 2002

• FINRA Licenses

  Series 6, 7, 63, 66, 24