Fran Fox, FLMI, ACS

Experience

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  Beneficial Corportation

  Jan 1979 - Jan 1998

  Responsible for training a 5-day technology conversion class coast to coast and providing feedback on technology training transfer.Selected by the Household executives to participate on the technology training team to rollout conversion program to Beneficial management in 1200 locations on the Household mainframe systems and Windows 95 environment. Train a 14-member Help Desk department by redesigning and modifying the "5-Day Conversion" program to a high impact "2-Day Conversion" workshop.Work with the executive team to define the "needs assessment" of the Beneficial technology conversion program. Show less

  • Training /Conversion Support Specialist

    Jan 1997 - Jan 1998

  • Sales Account Manager

    Jan 1996 - Jan 1997

  • Assistant Branch Manager

    Jan 1991 - Jan 1996

  • Marketing Service Manager

    Jan 1986 - Jan 1991

  • Customer Service Manager

    Jan 1983 - Jan 1986

  • Customer Service Representative

    Jan 1979 - Jan 1983
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  Beneficial Corporation

  Oct 1979 - Dec 1998

  Household International
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  County College of Morris

  Sept 1999 - Nov 1999

  Training Consultant

  Provide input for instruction and design of Team Building program for fragrance and flavor company.Deliver instruction to these employees in three modules: TeamBuilding, Managing Change, and Leadership Styles.

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  Elity Systems, Inc

  Dec 1999 - Feb 2000

  Network Administrator / Customer Support Specialist

  Project manager for creation and design of company's new Customer Support Operations.Directly responsible for back up and off site disaster recovery, purchase new workstations, servers, hubs, cabling and otherhardware, software and software licensing.Installation and configuration of all client workstations as well as upgrade software and hardware.Develop and implement Network Administrator Guide.

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  Optus Software

  Feb 2000 - Oct 2002

  Product Knowledge Specialist

  •Perform needs assessment, develop, design and deliver FACSys Technical Training dynamically.•Collaborate with Technical Support Manager and Customer Service Specialist to coach, train, and motivate technical support group.•Work closely with the CEO and the VP Sales & Marketing in forming and launching newly created alliance and the joint website.•Document all Optus processes as they pertain to support function.•Create, update and maintain technical documentation, (to include manuals & technical support bulletins) for internal and external use.•Build and populate the technical support knowledge base within the CRM.•Present Marketing/Sales strategies to Resellers and End-Users. Show less

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  Merrill Lynch

  Oct 2002 - Apr 2003

  Program Manager

  •Charged with Project Manager and Relationship Manager roles for Merrill Lynch University (MLU) Classroom Programs to include program logistics and Level I & III evaluation summary rollups and metrics.•Responsible for Chief Learning Office (CLO) preferred vendor management. Building relationships with those vendors as well as work closely with Contract Services (Purchasing) Department in negotiations.•Review and upgrade content for Online Performance Management (Talent Management) course.•Spearhead major project for the creation of six online training modules for Merrill Lynch's internal legal department to be rolled out in 2003. Building a project team to accomplish this and publishing the course in the Content Management System.•Manage project for the creation of an enterprise wide Client Services learning solution with online and classroom components.•Maintain and distribute the MLU Course Catalog, Calendar and Matrix.•Initiate and implement an internal Chief Learning Office biweekly meeting to increase communication between 2 teams.•Build relationships and communicate on CLO & MLU initiatives to Merrill Lynch's Business Unit Learning and Development Directors. Show less

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  HSBC Insurance Services

  Jun 2003 - Mar 2013

  Lead and perform internal audits to ensure risk tolerance and appetite are within group compliance and group risk guidelines. Report out on medium and high risk findings and develop action plans to mitigate issues and suggest process improvements. Ultimately protecting the Brand.Manage MIS Reporting, responsible for accurate and timely reporting, provide data for market conduct exams and state regulatory requirements Act as point of contact and liaison for internal and external customers for insurance dispute and governance department.Take ownership to assist with assessing, investigating and responding to customer complaints within company guidelines.Respond to state regulatory market conduct audit requests specifically regarding insurance dispute/complaint metrics.Provide and support market conduct reporting for both of these populations. Show less Build HSBC Life Insurance distribution channel by managing External Independent Marketing Distribution Partners daily operations to include on-boarding several new tier 1 partners along with subproducers and licensed agents, facilitate risk and compliance due diligence initiation and follow-up, deliver training, and provide marketing and reporting business support to increase sales volume and retention.Key Accomplishments•Generated $2 million in annualized premium sales in 2010 for new Hispanic distribution partner call center through face to face training and hands on support with national TV marketing campaign to drive leads.•Facilitated the launch of an additional Co-branded HSBC Term Life Insurance web site providing internal sign-off and build out of the business case. •Leadteam in developing procedures and processes to include internal department functions and compliance to ensure strong governance around relationship management.•Investigated, analyzed and uncovered root cause for high lapse rate and implemented recommendations to improve persistency. Show less •Design and facilitate customer service and business partner call center training curriculum in North America and India.•Provide training transfer, monitoring for Quality Assurance, and real time feedback to the newly trained Sales Support agents andtheir Leadership team.•Consult with business unit managers to discuss performance issues, and recommend, design and facilitate training solutions based on business initiatives for regular staff.•Utilize Six Sigma methodology to define needs, develop curriculum and design delivery methods for Refund Lending's regular staff population based on individual departments.•Collaborate with HSBC Insurance Services to meet Strategic Business Objectives. Primarily in Agency and TeleServices Call Center Operations. •Deliver and support HSBC Insurance and other business units initiative trainingDeliver HSBC Insurance Warm Transfer initiative training to HSBC Consumer Mortgage Lending and external partners •Deliver on-site leadership curriculum and New Hire Orientation training for all business units.•Partner with the North American Learning and Development organization (CDC) to create new or customize current curriculum to meet a certain business units needs and support new initiatives.•Manage and supervise direct reports who are training assistants and facilitate the training assistant rotational.•Independently manage training projects to include compliance and corporate policy initiatives & mandates. Show less

  • Insurance Operations Support Specialist

    Feb 2012 - Mar 2013

  • Assistant Vice President -Life Business Portfolio Manager

    Jun 2008 - Feb 2012

  • AVP Learning & Development

    Jun 2003 - Jun 2008
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  HSBC

  Mar 2013 - now

  Ensure compliance, operational risk controls in accordance with HSBC or regulatory standards and policies; & optimize relations with regulators by addressing any issues. Maintain HSBC internal control standards, including timely implementation of internal and external audit points together with any issues raised by external regulators. HSBC Mortgage Services:Customer Care - assist with implementation of required procedures revisions, provide compliance guidance, identify & report compliance concerns to ensure they are addressed by management. Quality Control: Complete internal testing of department documentation, research data integrity, consistency in processes & adherence to Company policies/procedures.Technology Services: Compliance consultant to management by reviewing IT controls, developing & productionalizing MIS exception reports. Lead IT compliance reviews, application reviews, SDLC reviews, general controls reviews & system conversions/implementations. Show less * Support Global Risk Control and Administration* Serve as the primary liaison between business unit and systems department or organization to provide leadership in defining business systems requirements, procedures and practices projects with the intent of automating and increasing business unit effectiveness and efficiency. Coordinate and lead large or complicated business systems projects and tasks as required* Provide consultation and assistance to organizations in the preparation of system project plans.* Coordinate the development, design and execution of user acceptance testing programs.Key Accomplishments•Within first 3 months in role successfully lead technical team and business partners through development to launch of Archer for Privacy- Privacy Risk Assessment (PRA), Privacy Impact Assessment (PIA) and PII Inventory application.•Facilitated several walkthroughs, informational sessions and recorded WebEx sessions to socialize Archer for Privacy tool into the BIRO/BRCM and Project Manager populations. Show less

  • Semi Retired

    Apr 2017 - now

  • Sr Compliance Officer

    Nov 1984 - Apr 2017

  • Sr Analyst Business Consulting - US Privacy Office

    Mar 2013 - Mar 2014