Ms. Hocking’s team is responsible for developing and delivering the service experience for individual and institutional clients, acting as the firm’s service delivery hub. Her organization includes customer contact centers; middle-office support functions for the individual and institutional businesses; and all back-office operations for. retirement, IRA and brokerage products.. With more than 2,300 employees, CSG is the largest business area in the company and operates from the Charlotte, Denver, Dallas and New York City hubs and a number of local offices around the U.S.. Prior to joining TIAA-CREF in 2015, Ms. Hocking worked at Transamerica for more than 30 years in a number of different roles, including leadership positions in not-for-profit client transitions, operations and phone centers. She was part of the team that launched Diversified Investment Advisors (retirement plans), and later became the Chief Operating Officer of that division. Most recently, she served as the Chief Operating Officer of Investments & Retirements, which covered retirement plans, mutual funds and annuities.
