John Cardarelli

About John Cardarelli

Hard work beats talent every day that talent doesn’t work hard” Accomplished Financial Executive leader with strong relationship management and leadership skills with a proven track record of building high performance teams in an engaged inclusive culture, increasing asset retention and driving the customer experience. Throughout my career, I have consistently demonstrated my ability to be a cultural champion, lead transformative initiatives, drive operational efficiencies and deliver real outcomes. Most recently, as Sr. Director of Personal Financial Services, I led John Hancock’s Retirement Education Center to become a top-performing team of licensed IAR\'s and managers exceeding annual growth KPI’s for capturing IRA rollovers and 401(k) assets. These efforts resulted in achieving exceptional annual growth culminating in the retention of new participants and $5B in additional assets retained through IRAs and 401(k)\'s for the most recent year. As an executive leader, I am known for developing high-performance teams and attaining the “trifecta” of achieving all KPI’s for asset retention, top-tier employee engagement scores and attaining the highest annual NPS/CSAT scores, positioning the company as a key differentiator in the industry. I am a results-driven leader who interacts collaboratively with all business units to achieve collective goals. My experience in re-engineering and leading business lines such as asset retention, operations, contact centers, client experience and project management spans across Retirement Plans, Managed Accounts, Long-Term Care Insurance and Variable/Fixed Annuities. In my prior role as AVP of Client Services, Quality & Training, I led a $10 million turnaround project, directing strategic initiatives for an international multi-site Contact Center operation and Learning & Development. I have built the skills to continue to be successful at leadership, project management, service optimization, and relationship management. I work with a contagious positive attitude to provide strong leadership that both direct reports and management can depend on for consistent performance and clear expectations. I embrace key guiding principles in every role I am immersed in. I believe and act as an owner of the business I am leading. I promote an inclusive, collaborative culture that empowers employees to become knowledgeable and critical thinkers who can confidently help our customers and advance their careers. I advocate winning as a team through a collaborative approach and in relentless pursuit of success proven by results.

Experience

1. Senior Director, Operations

   illumifin

   Jun 2024 — Present · Boston, MA, US

   Senior Director of Operations for illumifin’s TPA operations with overall accountability for annuity new business, inforce administration and case management for key distribution partners. Accountable for providing oversight and service strategy for operations in order to achieve the stated business goals and SLA’s for our clients. Responsible for achieving the overarching goal of ensuring internal and external customer satisfaction and loyalty through all customer interactions, quality and productivity metrics, improved business processes and automation, and cost management metrics aimed at establishing a scalable onshore/offshore service operating model that is aligned with the business objectives.

Education

• Providence College

  Bachelor of Science (BS)