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Mark A. Sides
Denver
Summary
Results-driven Operations Analyst with a strong background in optimizing operational processes and enhancing efficiency across diverse environments. Proven track record of leveraging data analysis to inform strategic business decisions and implement impactful solutions. Expertise in managing tasks within service level agreements while maintaining a focus on continuous improvement and operational excellence.
Overview
15
15
years of professional experience
Work History
Capital Markets Operations Associate
Accenture
Charlotte, NC
12.2010 - Current
- As of February 2025 my former employer TIAA partnered with Accenture to modernize its recordkeeping operations. As a result I am one of 1,500 TIAA employees who were re-badged from TIAA to Accenture. I am now a temporary employee in search of a permanent position.
- My 14 years of tenure carried over to Accenture. I currently perform the same duties for TIAA (as a contractor). See below TIAA experience for details.
Operations Analyst
TIAA
Charlotte, NC
05.2021 - Current
- Subject matter expert who regularly participates in director led meetings to present and advise.
- A key employee and leader on issue remediation for legacy to OIPA annuity contract migrations.
- Handling of complex requests related to retirement plans and annuity transactions.
- Calculations provided for annuitization, post settlement transfers, payment frequency changes, forfeitures, minimum distribution calculations, recharacterizations, and IRA refunds.
- Experience and understanding of retirement plans, annuities, and all the systems needed to manage them.
- Regular communication and follow-up with business partners to ensure correct understanding and workflow.
- Complex Calculations & Distributions
Research Analyst
TIAA
Charlotte, NC
05.2016 - 05.2021
- Subject matter expert who was relied upon to train new hires and assist our beneficiary facing representatives.
- Participation in continuous improvement projects, testing, and Berwyn obituary project work.
- Confirm the death of a participant, begin the research, and prompt the beneficiary settlement process.
- Utilize and understand each institution’s plan rules along with federal or state laws to insure correct entitlements and considerations with respect to the settlement process for each beneficiary.
- Communicate and work with case managers, legal liaisons, processors, beneficiary intake consultants, and individual retirement plan liaisons.
- Respond to inquiries from beneficiaries, estate executors, and authorized attorneys.
- Beneficiary Relationship Team
Customer Care Consultant
TIAA
Charlotte, NC
10.2015 - 04.2016
- A temporary position as this role was short staffed and I still had the required licenses at the time.
- Handle notification of death calls from family, friends, or attorneys of our participants.
- Consult with beneficiaries about the status of incoming documents, pending requirements, and settlements.
- Discuss and assist with settlement options, taxes, required minimum distribution, and forms.
- Beneficiary Relationship Team
Research Analyst
TIAA
Charlotte, NC
10.2012 - 09.2015
- See above bullet points from this same role dated 5/2016 - 5/2021.
- Beneficiary Relationship Team
Retirement Consultant
TIAA
Charlotte, NC
12.2010 - 09.2012
- Enrollment specialist assigned to being the first contact between new participants and TIAA.
- Entered company with no experience in the financial industry and earned Series 6 and 63 licenses as well as health and life insurance licensing. Unfortunately these licenses are no longer active.
- Responsibilities include new enrollments into retirement plans, retirement income discussions, status updates, tax inquiries, withdrawals, and loans.
- National Contact Center
Education
Bachelor of Science - Business Administration
Western Carolina University
Cullowhee, NC12-2001
Skills
- Business operations
- Client support
- Strong communication skills
- Microsoft Office
- Data research expertise
- Data entry proficiency
- SLA management
- Transaction management
- Process improvement
Interests
Timeline
Operations Analyst
TIAA
05.2021 - Current
Research Analyst
TIAA
05.2016 - 05.2021
Customer Care Consultant
TIAA
10.2015 - 04.2016
Research Analyst
TIAA
10.2012 - 09.2015
Capital Markets Operations Associate
Accenture
12.2010 - Current
Retirement Consultant
TIAA
12.2010 - 09.2012
Bachelor of Science - Business Administration
Western Carolina University