Lead of a high-performing organization responsible for improving experiences, streamlining processes, and fostering well-being through consumer-facing digital tools. Responsible for strategy and multi-year roadmap for self-service channels (portal, mobile app, and more), broker and benefits technology. Proactively manage third party partnerships to drive growth including 20%+ YoY growth of API utilization.

Responsible for developing a strategy to improve the Group Benefits customer experience, improve operational efficiency, and drive revenue growth through digital. Serve as the conduit between the business and technology partners to identify and prioritize opportunities to wow the customer.

Dynamic leader dedicated to innovative thought leadership in efficiently delivering value to customers in the rapidly changing group benefits industry. Lead a team of lean six sigma experts responsible for end to end process redesign for disability, leave, life, dental, and other supplemental group products. Responsible for a 15%-20% decrease in annual expenses.Oversee, provide direction to, and set strategy for transformational change in group protection claims, operations, and underwriting including member support and management, implementation, billing, enrollment, and claim adjudication. Partner with executive leaders and serve as single point of contact for cross-functional collaboration. Partner with agile IT teams to explore, test, build, and implement technical solutions including but not limited to AI, RPA, and OCR.

Led a team of process improvement and project management consultants responsible for group protection claims’ process redesign. In partnership with the business, identified, planned for, and executed process improvement and technology projects aligned to strategy.Partnered with key business stakeholders including IT, strategy, CX, legal, risk, distribution, and more to ensure optimally designed solutions.

Responsible for leading a work stream of a transformational, operational effectiveness program encompassing numerous high impact projects focused on improving frontline individual contributor and manager productivity. Planned and coordinated the testing and implementation of new and/or improved processes across the claims department to ensure future scalability as well as continued operational continuity. Partnered with senior and executive leadership teams to ensure projects directly supported achievement of business objectives and aligned with the strategic direction of the organization. Coordinated with key stakeholders including legal, distribution, training, information technology, and ideas to ensure appropriate levels of communication, planning, and resources for projects. Utilized leading performance indicators, measures of success, and feedback to make adjustments to and continuously improve designed processes.

Led a team of claim resolution specialists to ensure consistent and effective claims management as well as compliance with regulatory requirements. Continuously trained and developed team members. Ensured adherence to standard work and promoted critical thinking to improve current processes.

Temporary role dedicated to the deployment of Liberty Mutual Group's lean program in personal lines Distribution. Built capabilities of frontline managers and individual contributors to best utilize the management system to improve business results through delivery of coaching and feedback based on observed management behaviors and practices.

Investigated automobile and homeowner losses to make coverage, liability, and value determinations. Negotiated claims to settlement with injured parties and attorneys.