Richard Stein

131 Fruit Hill Avenue, Unit 12, North Providence, RI 02911

(Cell) 617-413-5882 (Email) rsc8b9c0@westpost.net
Executive Profile
* Over 25 years of comprehensive experience and leadership in benefit plan admin
istration and consulting.
* Time tested experience in project management initiatives to provide innovative
customer service solutions to reach and exceed organizational objectives.
* Results-driven professional with extensive management experience in the implem
entation of Lean Six Sigma operational principles and methodologies.
* Proven track record in Client Relationship Management servicing Fortune 500 cl
ients.
* Strategic multi-dimensional thinker with decisive management capabilities to a
chieve optimal performance management and operational efficiencies.
Professional Experience
Fidelity Investments - Marlborough, MA
January 1996 to March 2010
Vice President - Relationship Management
January 2006 to March 2010
* Led a virtual team of Client Service managers supporting the administration of
Defined Benefit, Defined Contribution and Health & Insurance outsourcing servic
es for multi-product Fortune 500 clients.
* Supported Managing Directors in the development and execution of key client bu
siness plans and revenue goals. Increased client revenue by $20M over a 3 year
period.
* Negotiated service level agreements with internal and external stakeholders as
sociated with client contract renewals. Maintained a 100% client retention rat
e over a 4 year time horizon.
* Executed monthly and quarterly service reviews to ensure client expectations a
nd service level agreements were met. Significantly improved overall customer sa
tisfaction for a leading Pharmaceutical client based upon both client and partic
ipant surveys.
* Developed and implemented action plans to optimize operational efficiencies an
d improve the overall customer satisfaction levels. Decreased overall operation
al expenses by 40% associated with reduced headcount and improvements to adminis
trative processes.

Director of Operations
January 2001 to January 2006
* Managed a staff of 76 associates
* Set up a Retirement Outsourcing division in Canada to support the administrati
on of U.S. defined benefit plans covering over 1.2 million participants for a Fo
rtune 50 automotive client, including the assessment and acquisition of all tech
nology and infrastructure requirements.
* Led recruitment efforts to ensure the timely roll-out of the new call center s
upporting the Canadian site.
* Developed and implemented aggressive training strategies to achieve key indica
tors of operational readiness.
* Drove accountability for results that exceeded internal and external service l
evel agreements.
* Built cross functional operational teams which were ready to provide superior
customer service on Day One.
Richard Stein
Page 2

Fidelity Investments (Continued)

Senior Client Services Manager
January 1999 to January 2001
* Provided strategic consulting on plan design for clients' defined benefits pro
grams including cash balance, final average pay, and career average pension plan
s.
* Participated as a key presenter in the sales process for new client prospects.

* Coordinated client communication efforts, corporate actions, and plan changes

for 3 Fortune 500 clients covering over 1 million participants.
* Acted as a daily contact with client management teams for all operational aspe
cts of their plans.
* Developed and presented annual business plans to my clients.
* Led weekly meetings with each client to ensure timely resolution of issues and
action plans.
Senior Project Implementation Manager
January 1996 to January 1999
* Managed and led project teams from point of sale through the successful transi
tion to Client Services.
* Negotiated with internal and external stakeholders to obtain support for desir
ed outcomes via scope and budget management.
* Responsible for issue resolution and escalation to ensure project scope and ti
me-lines were met and that risk was effectively managed.
* Recommended changes to administrative practices to streamline procedures for b
oth the client and the internal operational teams.
Unitrin, Inc. - Chicago, IL
Benefits Manager
January 1990 to January 1996
* Managed a group of 6 associates responsible for the day to day administration
of the pension and 401(k) plans for a large insurance conglomerate.
* Led a project to outsource the administration of the 401(k) plans including ri
sk assessment, cost benefit analysis, and final recommendations to the Board.
* Responsible for the effective transition of the pension plan administration fo
llowing the spin-off of Unitrin from the Teledyne Corporation.
* Facilitated the business requirements and testing efforts for the development
and roll-out of an in house pension record-keeping system to handle the administ
ration of 4 different corporate pension plans covering 30,000 participants. As
a result, increased daily throughput by 50%.

Brach's Candy- Chicago, IL

Benefits Administrator
January 1988 to January 1990

* Managed a staff of 4 associates within the Retirement Benefits department resp

onsible for the administration of the pension and 401(k) plans.
* Acted as a liaison between Human Resources and Senior Management to provide no
n-qualified benefits to executives subject to early retirement windows.
* Negotiated with the Union representatives to resolve claims and appeals associ
ated with the hourly participants' pension benefits and entitlements.
Richard Stein
Page 3

Towers Watson - Chicago, IL

Pension Analyst
June 1984 to January 1988
* Acted as a third party administrator to fulfill the pension obligations pursua
nt to plan terminations covering mergers and acquisitions.
* Ensured efficient processing of plan terminations including the coordination o
f filings and distributions with the IRS, PBGC and plan participants.
* Analyzed and reviewed actuarial reports, plan amendments, plan documents, insu
rance contracts, trust/collective bargaining agreements and other related docume
ntation to ensure compliance with Federal pension legislation.
Education
Graduated with High Honors from University of Illinois, Urbana, IL (May, 1984)

Bachelor of Science in Business Administration - Industrial Psychology

Affiliations
President of the Fruit Hill Condo Association (2007 to 2010)