Overall

Bob Deignan is a recognized, strategic, leader successful at building and

leading outstanding operations and client service teams with a major focus
on Employer Benefit outsourcing solutions. He has demonstrated strength in
building and leading global operations teams focused on Process
Improvement, Project Management, Participant Services and Client Relations.
Bob is collaborative, motivated, enthusiastic, and able to lead diverse
teams, manage competing projects, and deliver quality results for clients.
Summary of Experience
Bob has 25 years of experience in the delivery and ongoing management of
automated business solutions, consulting, and systems integration. He has
significant international experience as a global leader and transformation
agent with strong influencing, negotiation, team building, and problem
solving skills.
Bob most recently served as Vice President, Health and Welfare Client
Servicing at Fidelity Investments where he led a team of 70 plus associates
in the U.S. and India. His team was responsible for ongoing service,
product implementation, regulatory changes and annual enrollment for
fourteen clients. Bob has spent the last 14 years at Fidelity Investments
where he has held positions of increasing responsibility in 401K, Pension,
and Health and Insurance areas. In Health and Welfare Bob was a key
contributor to new client sales, process transformation, and product
development.
During his tenure in Health and Welfare at Fidelity Bob led several
initiatives to improve profitability and quality. Bob was the management
lead for the successful off shoring of operations Business Analyst roles to
India saving the company over $4 Million annually. He spearheaded product
development initiatives like Mass Healthcare Reform and COBRA regulations
changes with ARRA. Bob drove system modifications for EOI and Imputed
Income processing that moved poor quality processes to low defect, high
quality results for all clients. Lastly, through the use of Six Sigma
methods and aggressive Key Performance Indicator implementation, Bob led
successful transformation of processes that led to high quality and
measurable results for his clients and set standards for the organization.
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Work Experience
2007 - 2010 Fidelity Investments Workplace Benefits Services
Merrimack, NH
Vice President, Health and Welfare Client Servicing
. Lead a global operations team focused on Process Improvement, Project
Management, Participant Services and Client Relations. Team achieved
100% green client assessment measure from mid 2009 to present.
. Lead team to deliver timely and accurate participant service, issue
resolution, and system enhancements on time and below budget. Achieved
below budget results from 2008 to present.
. Meet or exceed fee for service budget for product, regulation, and
enhancement implementations. Surpassed sales goal in 2009 (103%) and so
far in 2010 (108%) in a down economy.
. Champion process improvement and service model redesign that result in
an annual savings of over $3MM.
. Client Servicing point of contact for new client sales and estimation.
. Key contributor to the expansion of participant base by ~100,000
participants through expanded services (Inactive Billing) and
acquisitions (Wyeth).
2006 - 2007 Fidelity Investments, Human Resource Services
Merrimack, NH
Vice President, Health and Welfare Central Operations
. Manage the H&W Global Integrated Services Health and Welfare Unit.
Staff, budget, forecast, and manage a global resource pool of eighty
associates supporting multiple client service and operations functions.
. Drive prioritization of system enhancements, fixes and upgrades.
Delivered solutions 100% on time and within budget.
. Champion process improvement and service model redesign. Efforts
resulted in an annual savings of over $2MM.
. Drive operational excellence and Client satisfaction through
development, implementation, and monitoring of client, function, and
product level Key Performance Indicators.
2003 - 2006 Fidelity Investments, Human Resource Services
Merrimack, NH
Director, Health and Welfare Operations
. Responsible for the successful implementation of ongoing System fixes,
Enhancements, and Annual Benefit Enrollments for 12-18 clients.
. Responsible for strategic planning and direction of daily client
deliverables for a staff of Project Managers and Analysts.
. Responsible for the successful implementation to "Offshore" the Project
Analyst function for 22 client teams. Efforts included the development
and roll out of Training, Communication and Escalation procedures, and
Service Level Agreements.
2002 - 2003 Fidelity Investments, Employer Services
Merrimack, NH
Director, Client Conversion
. Responsible for the successful end to end conversion of complex Benefit
Structures for Health and Welfare clients from a legacy system to a new
platform (HOBS).
. Hands-on management of the implementation of system configuration,
NetBenefits configuration, integrated and legacy system data, and
Internal and External processes for the administration of Health and
Insurance plans.
2000 - 2002 Fidelity Investments, Retirement Services
Merrimack, NH
Service Integration Manager
. Client Contact on integrated projects, issues, and opportunities for
cross practice client relationships.
. Support ongoing client servicing including Merger and Acquisition
activity and FESCo wide rollout.
. Coordinate cross-practice project timelines and associates.
. Deliver integrated procedures and solutions to FESCo multi-practice
clients.
1996 - 2000 Fidelity Investments, Employer Services
Marlboro, MA
Director - Defined Benefit Implementation
. Manage multiple Defined Benefit Client Implementation teams and projects
in the FESCo DB organization.
. Planned capacity for Systems and set strategic direction according to
 annual budgets.
. Functional manager of Systems Analysts and Developers engaged in Client
Implementations.
. Implement solutions for complex/significant business and technical
issues/problems where no precedent exists.

1984 -1996
. HRIS Consultant HC Associates Atlanta, GA
. Project Manager Marshall's Inc. Andover, MA
. Sr. Application Developer/Analyst Fidelity Investments Brokerage
Services Boston, MA
. Application Developer/Analyst New England Business Service Groton, MA
Education
. Bachelor of Science, MIS University of
Massachusetts, Lowell
. Advanced courses in Project Management
Boston University
. Six Sigma Green Belt