Travis MacFarlane

Experience

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  Integrated Benefit Solutions

  Oct 2006 - Dec 2008

  Consultant

  • Responsible for IT online remittance system support mailbox• Directly supported online remittance system production environment – ensured services were running, researched, and resolved remittance issues in online environment and recordkeeping platform• Worked with TIAA employees in getting online remittance system enhancements added to Business Requirement Documents• Supported Integration/System Testing efforts and test environments• Tested online remittance system fixes and major releases• Identified, reported, and remediated issues caused by major implementations• Partnered with external clients in submitting payroll via online remittance system Show less

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  TIAA

  Jun 2009 - Nov 2020

  • Assisted with the development and rollout of a full scope audit adherence process for institutional client on-boarding, including metrics and reporting, resulting in a 36% increase in quality standards• Reviewed the Service Offer Catalog for content accuracy, validity, and adherence• Partnered with internal stakeholders to share FMEA analysis for Asset takeover process resulting in the implementation and rollout of “quick hits/wins”• Primary point of contact (POC) for Internal Audit, PwC, Risk and Compliance• Facilitated and delivered regular “lesson learned/best practice” training for Transition Managers and Data Leads to mitigate risk• Collaborated with Senior Leaders (Sr. Directors, Managing Directors, Sr. Managing Directors) on quality metrics to ensure our ability to meet and exceed the quality KPI’s Show less • Managed mid to large market asset takeovers (money in) and deconversions (money out) for institutional clients as the result of RFP’s• Served as the asset takeover subject matter expert (SME) for peers, leadership, and business partners, with a direct impact on client satisfaction• Partnered with internal stakeholders to create, edit, and organize the E2E (end to end) conversion process• Partnered with external clients to gather requirements, create project timelines, create PCD (Plan Conversion Documents-external client), create RMD (Rules Mapping Document-internal for IT).• Instrumental in the development and rollout of the audit process/procedures for conversions• Created SOPs for conversion process, including previously undocumented procedures• Participated and contributed to multiple process improvement initiatives with a direct impact on internal KPI’s• Trained, mentored, and coached Data Leads, Transition Managers, CRM’s, Operations and Relationship Managers• Helped develop training classes with external vendor for new Data Leads• Led project to combine job responsibilities of Systems Integrity team into Institutional client On-boarding Team• Researched and resolved client issues and escalations for the team Show less

  • Business Manager

    Apr 2017 - Nov 2020

  • Data Lead III

    Jun 2009 - Apr 2017
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  TIAA

  May 2023 - now

  Risk & Compliance Senior Associate