Client Service Award
Cheryl Fitch
Executive Vice President
Aon Hewitt
Like many consultants, Cheryl Fitch's entry into the profession was "completely by accident," she says. "After graduate school, I was working in the financial services industry and was drawn to Aon Hewitt because of the emerging trends in the 401k space, which was growing in popularity and Aon Hewitt was at the forefront of this paradigm shift. I wanted to be a part of the action!"
It's probably safe to say that's right where she is and has been for the last 21 years. In that time, Fitch's exposure to various HR topics expanded, resulting in a career in HR delivery consulting. Today, she is an Executive Vice President based in Aon Hewitt's Orlando office. In her role, she is responsible for ensuring world-class delivery for large Fortune 500 Benefits Outsourcing clients.
This includes client service and satisfaction, quality of delivery and the development of 2,700 colleagues across North America and India. Fitch leads a team of Client Service consultants aligned to complex HR delivery engagements across a suite of talent, retirement and health solutions. Her responsibilities include matching Aon Hewitt's capabilities to clients' business objectives and ensuring world-class client service.
"I really enjoy working in the field of HR," Fitch says. "The HR landscape is rapidly evolving. The industry changes we're seeing in talent, retirement and health have a big influence on what we do every day for our clients, whether it's helping them attract and retain talent, ensuring their employees are financially secure, or providing health solutions that provide greater choice, affordability and wellness."
And that's precisely what Fitch has been doing since 1992 when she started as a customer service associate for the firm's very first Total Benefits Administration call center client. "Since that time, we have grown to serve over 300 clients and 20 million participants. We also have grown this business from roughly $10 million in annual revenue to become a $1.2 billion market leader in our space," Fitch says.
"As I look across our firm, I am proud to see the client names that I have been a part of servicing and the colleagues I have helped coach along the way to get to the roles they are in today. To think that I played even a small part in our success story is a really proud accomplishment for me."
And now Fitch can add a Women Leaders in Consulting award to her list of accomplishments. "Being recognized is an affirmation of the work I've been able to be a part of over the years with many great client organizations, work teams and individual colleagues," she says.
What's the best advice (consulting or otherwise) you've ever received?
"Early in my career, a very wise mentor gave me what appeared to be some very simple advice: Always know the biggest challenge facing your team or client and align your work to be a part of solving that challenge. Keeping this simple piece of advice in mind helped to insure that I was always aligned to work that was delivering the greatest value to my internal and external clients. If you can find the intersection between the work that you love and the work that needs to get done to solve your business challenges, career success is inevitable."
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