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Audrey Lawson

@audreylawson

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Annuity onboarding manager at New York Life who cut turnaround time 47% while sustaining 95%+ quality.

United States

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At New York Life, I lead annuity onboarding operations and guide a team of 13 service professionals through complex, regulated transactions. I led a Lean Six Sigma process transformation that reduced median turnaround time from 15+ days to 8 days while sustaining 95%+ quality performance.

Previously, I served as Director of Operations and Director of Development at Northwestern Mutual, supporting advisor operations and developing training programs for newly contracted financial advisors. I also designed GPT-based tools at New York Life to automate performance analysis and monthly scheduling rotations.

Experience

Work history, roles, and key accomplishments

Current

Manager – Annuity Onboarding

Current

New York Life

Nov 2021 - Present (4 years 11 months)

Leads operational strategy and a team of 13 in high-volume annuity onboarding, improving turnaround time by 47% through Lean Six Sigma initiatives. Manages performance, hiring, and cross-functional process improvements.

Operations Management Service Delivery Retirement Plan Administration Annuity Administration Lean Six Sigma Performance Management Workforce Planning Process Improvement Regulatory Compliance Risk Management Organizational Change Management Cross Functional Partnership Training and Development KPI Monitoring Excel Tableau Crystal Reports GPT

Conflict Resolution Specialist

Collab Consulting, LLC

Jan 2021 - Nov 2021 (10 months)

Advised leaders on operational and interpersonal challenges, improving team alignment and accountability. Assessed processes and facilitated stakeholder discussions to achieve sustainable resolutions.

Conflict Resolution Process Improvement Change Management Stakeholder Management Facilitation

Director of Operations

Northwestern Mutual

Jan 2019 - Jul 2020 (1 year 6 months)

Led operations across two district offices, managing a team of five supporting 45 financial advisors. Oversaw performance management, process development, and compliance, and led a successful office transition.

Operations Management Team Leadership Performance Management Process Improvement Compliance Risk Management Change Management Service Delivery

Director of Development

Northwestern Mutual

Jul 2013 - Dec 2018 (5 years 5 months)

Coached and developed 10-12 new financial advisors annually, designing training programs to accelerate productivity. Analyzed performance metrics and partnered with leadership to align development strategies.

Coaching Training and Development Performance Analysis Business Planning Licensing Client Acquisition Practice Development Leadership

Education

Degrees, certifications, and relevant coursework

Abilene Christian University

Master of Arts, Conflict Management and Resolution

Grade: 4.0 GPA

Activities and societies: James W. Gibson Scholarship Recipient, Alpha Chi National Honor Society

Master of Arts in Conflict Management and Resolution with a 4.0 GPA. Recipient of the James W. Gibson Scholarship and member of Alpha Chi National Honor Society.