Kiera Lacy - Director of operations, Lacy

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Work Background

levyPeople Manager & Operations Partner

Jul. 2023RemoteCultivated exceptional workplaces through efficient HR operations, compliance expertise, and talent nurturing. Led an operations team, ensuring regulatory compliance and optimized financial strategies across 5 companies. Pioneered innovations in equity administration and vendor relations, focusing on standardizing documentation and enhancing operational efficiency. * Team Management: Manage and advise an Operations team. * State Tax & Compliance: Improve tax filings and annual report processes across 26 states for 4 companies, achieving 100% regulatory adherence. Compliance Oversight: Supervise business insurance policies, state registrations, and labor compliance, ensuring 100% legal adherence. * Procedural Standardization: Orchestrate the development and maintenance of comprehensive operating procedures, resulting in labor-saving workflow & increased team efficiency. * Financial Support: Managed financial models, nurture banking relationships, and recommend top-tier financial vendors. * HR Management: Orchestrate diverse HR tasks, including payroll, onboarding, and vendor relations. * Vendor & Client Relations: Execute precise invoicing, define vendor billing, process insurance claims, and ensure sales tax compliance. * Equity Administration: Optimize cap table software operations, maintain financial integrity, and ensure accurate equity grant facilitation. * Systems Restructuring: Plan and enhance internal company project management and build a new process document structure. #PeopleManagement #HR #Compliance #TalentDevelopment #OrganizationalExcellence

Nabers Group / Solo401k.comBusiness Operations Director & Fractional CCO

Nov. 2020 - Jul. 2023RemoteHeld a critical position within the organization, ensuring operational efficiency and regulatory compliance. Improved processes for operational excellence and overall efficiency. Ensured the organization met all regulatory requirements. Fostered a culture of continuous improvement, encouraging learning and growth within the team. Thrived in fast-paced startup environments, demonstrating flexibility and initiative. Leveraged operational expertise to work across multidisciplinary teams and adapt to diverse roles. Utilized skills to overcome challenges and seize growth opportunities. * Multi-vertical Leadership: Lead operations across 3 vertical firms under one parent company. * CRM/PM Implementation: Develop and implement a new customer support ticketing system, reducing average resolution. Structure new systems to streamline processes and automate automated daily operations and fulfillment objectives. * Day-to-day Operations: Focus on attaining key business metrics, continuous improvement initiatives, and manage an 8-member contractor team overseeing 5,600 client accounts. * SOP Development: Plan and develop a new internal Standard Operating Procedures (SOP) library, creating SOPs for new and existing processes. * Account Management: Act as the primary account manager for 25 high-value RIA clients. Complete monthly RIA direct and custodial billing for an average of $7MM AUM. * Compliance Implementation: Build and execute an extensive set of banking compliance policies, procedures, and training programs. * Secure SEC Registration for one RIA Firm and one Robo-Advisor Firm.

Clarke Executive Services GroupDirector of Development and Strategy

Aug. 2019 - Mar. 2021As the Director of Business Development and Strategy at Clarke, I collaborated with the President & CEO to shape our long-term strategic goals, expand our market presence, and explore new opportunities. My efforts were instrumental in expanding Clarke's market presence and securing new market opportunities. Roles & Responsibilities: * Strategy Formulation: Worked closely with the President & CEO to chart the strategic direction for Clarke and its clients. * Client Relations: Cultivated and maintained strong relationships with clients and vendors to align our services with their needs. * Market Expansion: Led efforts to strengthen Clarke's presence in existing markets and ventured into new ones to broaden our client base. * Initiative Oversight: Steered strategic initiatives to foster sustainable company growth. Primary Accomplishments: * Systems Upgrade: Led the successful implementation of a new Customer Relationship Management (CRM) and Project Management systems, significantly enhancing operational efficiency. * Process Optimization: Introduced new business processes and continuously refined them for maximum effectiveness. * Performance Evaluation: Implemented a system for quarterly process reviews to identify and action improvement opportunities. * Client Retention: Spearheaded client retention initiatives that fostered long-term partnerships and contributed to Clarke's success. * Contractor Management: Established an effective onboarding and training program for 1099 contractors, ensuring they were quickly and efficient integrated into our operations. In summary, as the Director of Business Development and Strategy, I drove strategic planning, strengthened client relations, expanding 📈 market presence, and oversaw strategic initiatives. My accomplishments demonstrate my driven approach to process improvement, client retention, and operational optimization, markably contributing to Clarke's growth and success.

Clarke Executive Services GroupVirtual Team Services Manager

Jul. 2015 - Aug. 2019(Previously known as The Executive Advantage Virtual) As a Virtual Services Team Manager, I led a team of professionals serving diverse clients across industries. My focus was on fostering seamless partnerships, ensuring client satisfaction, and driving positive outcomes. Working closely with the CEO, I actively contributed to business development, strategy, operations, and marketing, leveraging my expertise to maximize growth and efficiency. Roles & Responsibilities: 👥 Team Management: led a team of virtual service providers, ensuring effective collaboration and client satisfaction. 📊 Business Development and Strategy: Collaborated with the CEO on various aspects, including identifying new opportunities and refining operational processes for business growth. 📈 Marketing and Branding: Participated in marketing efforts to enhance brand visibility and attract new clients. 🤝 Client Relationship Management: Oversaw the client-virtual service professional relationship, fostering seamless partnerships. 💼 Leadership and Collaboration: Played a crucial role in achieving business objectives, driving success through transformative leadership and collaboration. As a Virtual Services Team Manager, I excelled in leading a diverse team, driving client satisfaction, and contributing to business growth. By participating in business development, strategy, operations, and marketing efforts, I played a vital role in achieving positive outcomes and driving success in the ever changing landscape of virtual services.

Protection Point AdvisorsClient Services Manager

Nov. 2016 - Mar. 2021Culver City, California, United StatesAs a Client Services Professional in the financial services industry, I focused on operations and client success. My role involved managing and enhancing operational processes while providing tailored support to clients. I built strong relationships with clients, understood their needs, and guided them with insights derived from my deep industry knowledge. Roles & Responsibilities: 👥 Client Services: As a specialist in the financial services industry, I provided top-notch support to clients, focusing on their satisfaction. ⚙️ Operational Excellence: Managed & streamlined various processes to enhance efficiency and accuracy within the organization. 🔧 Process Improvement: Implemented effective workflows and enhanced procedures to drive operational excellence. 🤝 Client Relationship Management: Established strong relationships with clients, understanding their unique needs, and delivering tailored solutions. Management 40 clients with over 20MM AUM. 🧭 Industry Expertise: Utilized my knowledge of the financial services industry to navigate complex situations and provide valuable insights, aiding clients in making informed decisions. Primary Accomplishments: 🚀 Client Onboarding Improvement: Enhanced the client onboarding process, leading to an improved client experience from the outset. 🔄 Client Management Optimization: Streamlined client management processes, resulting in increased client retention. 🎉 Event Planning & Management: Planned & managed 3 annual client events across multiple offices, enhancing client engagement & satisfaction. I performed roles in delivering top-notch client services, ensuring operational excellence, driving process improvement, and managing client relationships, supported by my industry expertise. My accomplishments in improving client onboarding, optimizing client management, and planning and managing client events underscore my dedication to driving client satisfaction and retention.

FuseDeskChief Ringleader & People Manager

Feb. 2020 - Jul. 2020As the Project Manager, I played an instrumental role in executing projects, leading teams, and driving measurable results. Working closely with the founder, I acted as a pivotal figure in the daily operations, ensuring our team remained organized and on-task. My role extended beyond internal coordination; I built and maintained strong relationships with customers and partners, adeptly handled escalated support issues, and took the lead on meeting their needs. Key to our team's success was the training and onboarding of new members, a responsibility I held, cultivating a high-performing and committed workforce. My role was integral to the organization's operational effectiveness and customer satisfaction. With a focus on training, onboarding, and performance management, I fostered a team environment conducive to high performance, reinforcing our commitment to delivering quality results for our clients. Roles & Responsibilities: 📈 Project Execution: As Project Manager, I led the execution of various projects, delivering specific results in line with strategic objectives. 👥 Team Management: Managed diverse teams, ensuring alignment with the organization's goals and fostering a collaborative work environment. 🔄 Operational Oversight: Acted as the "second in command", overseeing daily operations and maintaining focus and organization within the team. 🤝 Customer and Partner Relations: Worked closely with customers and partners, addressing their needs and handling support escalation. 👨‍🏫 Training and Onboarding: Played a key role in the training, onboarding, and management of team members, nurturing a high-performing workforce. In summary, as a Project Manager, I was responsible for project execution, team management, operational oversight, customer and partner relations, and training and onboarding. Working directly with the founder, my role was integral to the organization's operations and team performance.

Algorithmic Objective Corp.Administrative Coordinator for Chief Executivec Officer

Nov. 2019 - Jun. 2020In my role, I served as a pivotal administrative support figure for both the President and COO, acting as a key liaison for various stakeholders. I adeptly handled high-level tasks, coordinated schedules, and ensured seamless communication. Partnering with the COO, I leveraged my expertise to enhance operational processes and drive organizational improvement. My proactive approach ensured the President and COO could focus on their strategic responsibilities. Roles & Responsibilities: 👥 Senior Leadership Support: Provided comprehensive administrative support to both the President and the COO, acting as a reliable point of contact for internal and external stakeholders. 📅 Schedule Coordination: Managed high-level administrative tasks, including coordinating schedules and facilitating communication between the President, the COO, and various constituents. 🔄 Operational Excellence: Collaborating with the COO, contributed to developing and managing the company's operational processes, driving efficiency and continuous improvement. 🔁 Efficient Resource: Handled all interactions and engagements professionally and seamlessly, ensuring smooth operation of senior leadership roles. In summary, in my role, I was responsible for providing comprehensive senior leadership support, managing scheduling and communication, contributing to operational excellence, and acting as an efficient resource. With a confident and proactive approach, my support enabled the President and COO to focus on their strategic responsibilities.

MHS CapitalExecutive Assistant to Mark Sugarman

Jun. 2015 - Jul. 2016San Francisco Bay AreaAs a key liaison, I ensured efficient communication among executives, employees, clients, and external partners. My responsibilities included managing information flow, organizing executive calendars, and coordinating meetings. With a meticulous and proactive approach, I served as the central hub for interactions, providing seamless support and contributing to productivity and successful outcomes. Roles & Responsibilities: 🤝 Trusted Liaison: Acted as a reliable point of contact for executives, employees, clients, and external partners, managing communication effectively. 🔄 Information Management: Ensured the prompt and accurate flow of information for seamless communication across the board. 📅 Executive Calendar Management: Managed executive calendars meticulously, organized meetings, and optimized schedules for maximum efficiency. 🔄 Communication Hub: Facilitated smooth interactions between various stakeholders, meeting their needs professionally and efficiently. ⏱️ Efficient Time Management: Prioritized appointments and coordinated logistics, enabling executives to remain on top of their commitments and enhancing productivity. In summary, my role encompassed acting as a trusted liaison, overseeing information management, managing executive calendars, serving as a central communication hub, and ensuring efficient time management. My attention to detail and proactive approach drove productivity and successful outcomes.

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