Kiera Lacy

Kiera Lacy Operations Manager Operations Manager with 15 years of experience strengthening compliance, improving processes, and elevating output, quality, and customer satisfaction. Knowledge of process optimization and data analysis. Obtained SEC registration for two firms, developed 25 comprehensive banking compliance policies, and streamlined 60% of operations and fulfillment processes within the Fintech industry over the past 14 months. EXPERIENCE Trout Creek, MT +1 --linkedin.com/in/kieralacy Over 9 years of 100% remote engagements as a contractor for over 20 businesses in 12 industries. Levy, Employee Back-Office Operations, Start-Up People Manager & OP July - Current • Manage and Support Team of OP; revenue of 1M • State Tax and Compliance Management: Initiated state tax filings and annual reports for 15 states across 4 companies, ensuring 100% regulatory compliance. • Insurance and Compliance Oversight: Supervised business insurance policies, state registrations, and labor compliance to ensure legal adherence. • Documentation and Procedures: Developed and maintained standard operating procedures, oversaw contracts, and facilitated board consents. • Financial Management and Vendor Relations: Established financial models, directed banking relationships, and recommended financial vendors. • HR, Payroll, and Employee Relations: Orchestrated HR functions, including payroll, onboarding, employee handbooks, and vendor relationships, for teams ranging from 5-45 employees and contractors across 5 companies (international and domestic). • Vendor and Client Relationship Management: Executed invoicing, vendor billing, insurance claims, and sales tax compliance. • Equity and Cap Table Administration: Streamlined cap table software operations, ensuring accurate equity grant facilitation and stock purchase reminders, resulting in financial integrity and regulatory compliance. • General Operations: Processed reimbursements, oversaw recruiting, conducted employee terminations, and operated compliance systems. Solo K Inc, Remote Contractor Banking & Investing Fintech Start-Up Operations & Operations Manager, Fractional CCO 2021 – July 2023 • • • • • • • • Direct day-to-day operations focused on attaining key business metrics, continuous improvement initiatives, and an eight-member contractor team overseeing 5,600 client accounts. Created and implemented a new customer support ticketing system; reduced average resolution time by 25%. Created new systems that streamlined processes and automated 60% of daily operations & fulfillment objectives. Acted as the primary account manager for 25 high-value RIA clients. Processed monthly RIA direct and custodial billing of an average of 7MM AUM. Planned and generated 25 banking compliance policies, procedures, and training programs. Secured SEC Registration for 1 RIA Firm & 1 Robo-Advisor Firm. Working on SEC Registration for Crypto Hedge Fund. Led the end-to-end development of a robust compliance program for the Robo-Advisor platform. Consistent engagement in leadership planning, strategy, and implementation of company initiatives in operations, business development, marketing, and engineering. SKILLS Strategic Planning Team Management Team Building Customer Service Business Strategy Business Development Continuous Improvement Data Employee Relations & Engagement Change Management Conflict Resolution TOP TOOLS & SOFTWARE Hubspot Asana ClickUp Basecam p Insightly Pipedrive Slack Microsoft Teams Zoom Deel Gusto Rippling Bill.com Brex Ramp COMMUNITY Main Street Rebranding & Implementation Clarke Executive Services Group, Remote Contractor The project aimed at Operations & Talent Solutions Firm revitalizing the community. Played a Director Of Development & Strategy key role in creating a 2015 - 2021 website and developing • Managed 8 VIP clients, achieving an 80% retention increase through personalized strategies. branding materials to • Collaborated with CEO to develop and execute marketing strategies that drove revenue growth by 25% across 4 promote the unique verticals; implemented data-driven targeting techniques resulting in a 15% increase in customer acquisition. identity and offerings of • Delivered expert B2B guidance via market research, value proposition, and client acquisition. the main street area. • Spearheaded the successful implementation of a project management system, resulting in a 30% improvement in team collaboration, a 25% increase in project completion rate, and a 15% reduction in project delays. EDUCATION • Directed the design and deployment of a contractor program aimed at optimizing quality, compliance, and Sierra Nevada College operational performance. Focus: Accounting ADDITIONAL EXPERIENCE Administrative Coordinator for Chief Operations Officer: 2019 thru 2020- pivotal administrative support figure for the President and COO, acting as a key liaison for stakeholders. Client Services Manager: 2016 thru 2021 - managing and enhancing operational processes while providing tailored client support with over 100MM AUM. Butte College Focus: Accounting