Responsible for the day-to-day operations of the Personal Lines Underwriting organization. This role focused on people leadership, the implementation of new initiatives, process changes, budget tracking and change management activities. * Led 16 teams, with a total of 200+ indirect reports and one individual contributor with varying levels of responsibility. * Identified areas of opportunity for operational efficiencies and partnered across the enterprise to reach and exceed business goals while improving associate engagement.* Partnered with business partners to identify where changes affect staffing needs. Created a roadmap overview of future changes and their impact to staffing resulting in savings of over $1M in operational savings in 2022 due to disciplined and informed hiring timeline decisions. * Responsible for the combination of work across locations to drive associate development, knowledge transfer, efficiency, and culture change.

Responsible for the expansion of Workforce Management capabilities to business units across the enterprise. * Developed an assessment process consistent enough to replicate and ensure efficiency, but allowing flexibility to respect the differences of business operations and their individual needs.* Provided recommendations for efficiency and financial savings to business leaders, making the case for Workforce Management services.* Held responsibility for assessing change impacts to associates and leaders at all levels of an organization through implementation and partnering with business contacts to develop change plans. * Partnered across shared service teams and IT to provide operations with a seamless set of services meant to assist the business in meeting and exceeding their goals.

Represented the Personal Customer Service team as the point of contact for all tier one programs impacting the business unit as well as the development and coordination of change management activities. *Built strong relationships with various business unit partners across the enterprise to ensure collaboration on changes and road map development, determine impacts of priorities and changes on the organization, and to reduce calls into the service center by enhancing the member experience. *Partnered with an internal Shared Service organization to develop a collaborative change initiation process appropriate for more than 1,900 associates; including change capacity and leader sponsorship readiness assessments. *Developed and maintained funding and benefit documents by translating functionality, call volume assumptions, and risks into financial impact. Reported to senior leaders on the status of the preparation of associates for tier one program impacts and provided data associated with call and efficiency effects.

Responsible for providing assistance related to strategic planning, initiative prioritization, change management efforts, and day to day operations to the Vice President and leadership team of the call center operation. *Partnered with areas across the enterprise to assess impacts to the business due to the implementation of various initiatives and developed change plans to support those efforts.*Served as the primary point of contact between the business and IT for the implementation of PolicyCenter, including change management, benefit tracking, and funding requests.

Responsible for:Development and execution of change management for the implementation of Guidewire's PolicyCenter in the Processing Operations.Serving as a subject matter expert for writing requirements for the PolicyCenter platform.