I lead a team of implementation managers and client delivery, operations, and provider operations experts who bring the Kindbody benefit to life for our growing employer, partner and member population.

Kindbody is a leading fertility clinic network and global family-building benefits provider for employers offering the full spectrum of reproductive care from preconception to postpartum through menopause. We are on a mission to make fertility care more accessible and affordable for all.

I led a large team of project managers and requirement specialists responsible for the successful implementation of new clients onto the Mercer Marketplace benefits administration platform. I was accountable for and oversaw all stages of implementation, from point of sale through successful transition to the ongoing service delivery team. I worked with clients from various industries, ranging from 500 to 100k+ lives.

As the business operations leader overseeing the implementation and operations teams in Hong Kong, I was responsible for creating synergies and increasing collaboration amongst the operations and consulting teams in Hong Kong along with the back-office teams in Shenzhen, China to optimize operational efficiency and effectiveness, meet client expectations and ensuring operational projects and activities are aligned with overall business goals and strategy.Additional key responsibilities include: -Assessing/implementing an operational structure that is optimal for both the front/middle office in Hong Kong (consultants/brokers) and the back office in Shenzhen; -Improving coordination across teams and ensuring teams and talent are fully utilized;-Addressing client needs and assessing the best approach to meet contractual. scope and SLA requirements; -Creating new processes/templates for client system implementations to ensure client deliverables meet scope requirements; and-Streamlining activities across all teams.

Responsible for leading and managing projects to transform and improve existing operations within the broking and benefit administration business while ensuring changes are aligned with the company's overall strategy. Projects included streamlining and optimizing processes and off-shoring back-office functions to Shenzhen, China. -Collaborated with stakeholders to ensure the transition of work from Hong Kong to Shenzhen is smooth and adequate resources (e.g., technology) are in place.-Off-shored 15+ positions from Hong Kong to Shenzhen in a 1 year period, resulting in more streamlined processes and cost savings of US$250k+ during this period.-Served as a project manager and relationship manager on flexible benefits administration accounts to identify, anticipate and resolve issues and managed client relationships.-Implemented controls and procedures to help prevent recurring issues.

This was a dual role with the H&B business and the Compliance and Professional Standards function. In my compliance officer role, I served as the Hong Kong Compliance Officer to provide compliance support for several lines of business and created/conducted regulatory and professional standards training programs. I also developed and implemented a customized Asia compliance monitoring programs for China, Hong Kong, Singapore and Taiwan. Programs were customized to meet local regulatory requirements. In my business operations role with H&B I was responsible for improving and implementing procedures to minimize risk. I also collaborated with compliance and the business to create and implement procedures that are practical for the business and align with business goals and objectives. As a project manager for a potential business acquisition, I led the due diligence process for several impacted functions and performed financial, cost/benefit analysis.

Built and maintained relationships with business leaders across 40+ offices (2000 employees) and created a compliance culture by improving colleagues’ adherence to regulatory requirements and implementing procedures that are pragmatic for the business and clients. Designed and executed the first compliance auditing program for the division and in a 3-year period successfully developed a culture of greater transparency and compliance (scores increased from 75 – 98%).•Successfully transitioned and embedded the audit function to be owned by the business through training and overseeing local business representatives to carry out the auditing activities. •Enhanced the company’s compliance with service provider contracts by developing a contract database and overseeing the contracting process between Mercer and 100+ insurance carriers across the US.

•Developed procedures and trained internal teams on HIPAA, Cobra, ERISA and state regulatory requirements. •Collaborated with various operations teams to ensure issues are resolved in accordance with company and regulatory requirements. •Supervised day-to-day activities within the Compliance department.•Researched, analyzed and wrote state statutes and contract provisions specifically relating to terms and conditions for HMOs and health plans. •Wrote and negotiated HMO, PPO and POS contracts.•Served as a lobbyist to educate and negotiate with legislators on costly health insurance legislation. •Represented the company in external committees including the Utah Health Insurance Association and the Utah Insurance Commissioner’s Task Force for Reducing Utah Uninsureds.

•Led discussions with large group employers on health insurance renewals, top claims impacting their rates and health risks in their organization. •Performed medical underwriting and risk analysis of large employer groups, including benefits design.