To Strengthen Operations Anna Darlagiannis-Livingstone Named COO

… motivated employees are going to provide better service, leading to happier clients

Anna Darlagiannis-Livingstone’s role has evolved from Vice President of Client Services to Chief Operating Officer. This title change reflects Anna’s focus on keeping day-to-day operations on track and making sure teams have the tools and support they need. By improving processes, supporting staff and streamlining workflows, Anna will help create a more efficient and well-functioning environment so Bryley can stay focused on serving clients.

Having spent the past nine years helping shape Bryley Client Services, Anna brings a deep understanding of client needs and how to collaborate with the tech team to address them. Her experience as the link between clients and the tech team positions her well to guide the company’s operational strategy moving forward. Following are excerpts from a conversation with Anna.

My previous role was really focused on client services, Anna said. And we would strategize as a group, Client Services, the tech team and the president. And that worked pretty well, the organization developed. With Tom taking over Client Services, I’ll have more time to focus on the bigger picture. Our new approach brings a single vision, helping Bryley’s work to flow and move toward our goals.

Bryley Employees’ Growth

I’ve been focusing on the development of our staff, Anna said. Our people are hungry for that. Now our employee performance reviews are conversations: ‘these are the things that we think would be really good for you to work on in the next year,’ and ‘how do you see the areas you want to grow in, work into Bryley?’ We were doing that before, but now it’s more of a two-way conversation.

We’re also encouraging employees to think long-term, Anna explained. We want people to see a future here, so we ask questions like, ‘where do you see yourself in five years?’ and give real examples of career paths within the company. This helps them see what’s possible and gives us insight into how Bryley can support their growth.

We’re looking for a win-win, Anna said. When people are doing work they like to do and can see a path forward, they’re going to do better for Bryley clients. And we’ve seen a positive impact on retention. It’s about helping Bryley’s staff succeed, that in turn helps move the company forward.

Day-to-Day Operations

A big part of my role is keeping our operations running smoothly, Anna said. With input from our teams, I’m responsible for figuring out what products we’ll use and mapping out how to integrate them. So I’m the central point person to go to for updates or information on the tools we implement.

On the financial side, I oversee the budgets and do the financial reporting, Anna continued. I analyze the numbers to see how we’re performing and use that data to help us make decisions.

Overall Vision

My highest priority is to build a culture where every person on the staff feels heard, valued and engaged, Anna added. We want our team to be excited about their work and not feel they’re doing the same thing over and over. I think motivated employees are going to provide better service, leading to happier clients.

This is a key part of building client trust, Anna said. One of Bryley’s guiding principles is a system of open and honest documentation, both internally and with our clients. So with clients we’re upfront about challenges, giving clear explanations and keeping them informed right along. This builds trust, too. When clients trust us, they’re more likely to communicate openly, be understanding during challenges and be loyal.

So these are mutually beneficial relationships, Anna said. Bryley has motivated employees which leads to strong clients who value our services.