Provide direct leadership to 200+ professional staff and strategic oversight of entire field operationsEffectively manage annual budget of more than $25 million.Provide coaching, mentoring and development of staff, increasing operational efficiencies, establishing and maintaining internal and external business relationships.Established performance metrics resulting in reduced cycle time, encompassing end-to-end processes within the operation.Designed meaningful management information reports which increased our ability to proactively identify and address workload issues.Key contributor towards development of monthly financial reports which are distributed and interpreted by senior leaders.Created a structured IT problem resolution process leading to an increased focus on technology issues and the impact to our customers.Established Employee Feedback sessions providing front line staff the opportunity to share ideas & offer feedback to the leadership team.Employed the use of webinar technology to increase engagement and efficient delivery of updated information to remote staff.Facilitate quarterly meetings with field business officers to review financial results and interpret trends.Led a business project team in the development of a patented customer based internet reporting process.

Managed premium audit and coding functions accounting for generating annual revenue in excess of $250 million.Accountability extended to strategic and operational countrywide management of premium audit and coding operations consisting of 280 employees.Operational responsibilities included staff development, functional training and quality management. Strategic responsibilities included long-term planning with our internal customer base, automation enhancements and evaluating sourcing alternatives.Developed and maintained effective relationships with various business groups which included underwriting, billing and data management.Collaborated with business groups to analyze results and establish objectives to support voice of customer and business growth plans.Prepared and distributed monthly financial, customer, employee and process scorecard detailing departmental performance to all internal business partners.Established voice of employee survey used to evaluate employee engagement at the individual manager level.

Managed Countrywide audit staff to ensure compliance with Residual Market contractual commitments to obtain commendable rating.Prepared and disseminated reports to managers and auditors impacting Residual Market results. Interacted as needed with auditors and managers to ensure service standards were met.Worked closely with external operation audit team to resolve open issues as they were uncovered throughout the internal audit process.

Managed premium audit staff consisting of field auditors and premium audit reviewers for the Northeast Division.Responsible for the operational performance of all premium audit functions.Initiated necessary studies on operations and assisted Home Office with annual budgets and objectives; administered controls accordingly.Collaborated with branch office executives to establish customer service levels that assisted in meeting sales objectiveWorked closely with internal and external customers with rule and contract interpretations.Monitored quality control programs to ensure compliance with state regulatory agencies. Selected, trained and developed an effective and efficient staff.