Oversee HR OE Performance Partner Team across all Ascension national markets in partnership with the Chief Human Resources Executive (CHRE). Develop and strategically align OE program standards, KPIs, and define ROI measurements to ensure organizational impact and effectiveness of OEPP engagements. Collaborate with Ascension executive leadership to provide necessary OE team support within assigned markets on human capital issues.Provides leadership, consultation, coaching, tools, and tactics that support standard leadership, culture, talent, organizational effectiveness, and “on-site” solutions align to measurable outcomes, including associate and consumer experience indicators.Oversees the established processes and structures to deliver organizational performance outcomes on time, within budget and aligned to Ascension’s Strategic Plan.Designs and implements measures to assess and monitor OEPPs overall effectiveness.Monitors project tracker and impact to the ministries while developing materials to highlight wins and best practices.Defines program budget, monitors, and adjusts plan as resource requirements change.Fosters a culture of appreciation, belongingness, inclusivity, diversity, and equity to drive the associate experience.Develops future iterations of OEPP dashboards in collaboration with the Workforce Insights team to provide meaningful metrics.Partners with OE leadership to continually advance the OEPP community of practice supporting the three pillars of building community, encouraging development, and driving innovation.Conducts hiring, training, directing, development, and evaluation of staff in partnership with the CHRE.

Collaborates with local and national HR OE and OCS teams to identify and partner with business unit leaders, to successfully implement national and local operational initiatives by using business analytics to identify and remove barriers to success.Leads through influence to create meaningful change throughout the business unit and partners with leader, to implement standard leadership, culture, talent, organizational effectiveness, and “on-site” solutions that are aligned to measurable outcomes, including associate and consumer experience indicators.Maintains a leader case load, assesses and recommends actions to address performance gaps for identified case load/business units and provides ongoing consultation with business unit leaders. Provides ongoing education and resources for business unit leaders, helping to build business acumen.Builds strong rapport and trust with the business unit leaders, National OCS team, stakeholders and cross functional teams to achieve the credibility to enable challenging discussions around performance.Serves as a consultant to develop solutions for complex problems, requiring a high degree of acumen and understanding of the business.Uses business analytics to forecast, strategize, and identify new opportunities to enhance the associate experience. Performs within the established processes and structures to deliver organizational performance outcomes on time, within budget and aligned to Ascension’s Strategic Plan.Fosters a culture of appreciation, belongingness, inclusivity, diversity and equity to drive the associate experience.

Advocate new ways of doing things, challenging conventional wisdom by introducing/demonstrating proven Operational Excellence and quality improvement methodologies that provide a value add impact on optimal processes and systems.Consult with business sponsors and SMEs to assess initiatives for value, ensure sponsor/stakeholder commitment and appropriate improvement methodologies.Represent Operational Excellence in a professional manner, encouraging operational improvement and use of CI tools and techniques.Engage the support/buy-in of leaders across the organization by promoting the value of the OpsEx model and processes.Provide consulting and technical assistance to CI teams as needed.Support technology advancement projects/initiatives to ensure enhancements are timely implemented with minimum negative impact. Customize implementation approach to meet business specific needs.Facilitate, train, coach and challenge process owners and teams in the use of Agile, Design Thinking, Lean/Six Sigma tools and approaches to define customer/business requirements, analyze barriers, develop solutions to improve the customer experience and increase process efficiency/effectiveness.Process Optimization: understand business needs, dissect processes, define and implement improvements to optimize value and real ROI.New Process Implementation: design and implement new processes/programs through analysis, benchmarking, design thinking and effective implementation.Application Implementation: assist with the deployment of a new applications through business design, defining requirements, ongoing solutioning, and post implementation analysis.Service Experience Blueprinting: design the desired customer experience, ideal processes, and support structure to deliver that experience.Process Management: Coordinate with end-to-end teams to define processes, identify roles/responsibilities, mitigate risk, and define vision for success, strategy/tactics and success measures.

Develop and implement continuous improvement methods, strategies and policies to support business operations, subsidiaries, functional groups, major projects and strategic initiatives (E.g. Lean, Six Sigma, Agile, etc.). Effectively collaborate with leadership in critical business area(s) or an enterprise/business area sub function with modest productivity goals in order to positively impact business results and improve operational performance.Drives or guides engagement using disciplined, repeatable ABX methodology and standards.Provides oversight to or drives initiative planning as required.Designs, develops interventions and facilitates work sessions.Develops and delivers all required analysis, reporting and presentation materials related to ABX initiatives; following standards.Proactively identifies opportunities for improvement and influences business manager(s) and associates to implement solutions. Drives ABX Business System engagement process and builds optimal influential relationships with management and leadership teams in order to achieve results and deliverables.Accountable for transferring knowledge, ABX standards, established practices (external and internal), and ABX methodology and tools to business managers.

Establish strong and trusting business client partnerships that influence high quality deployment of Lean Business Systems across the major transformation phases (preparation, diagnostic, design, implement, and replication) leveraging the 5 lenses to drive the diagnostic design and the 10 tools/4 loops to ensure the business is working in a Lean business system fashion in a sustainable manner at the completion of the implementation and replication phases before transitioning into sustainability.Support ABX lean business system initiatives in interactions with staff and leadership throughout the organization and be responsible for building interest and buy-in for the Lean business system transformation throughout the Company.Successfully plan the coordination and execution of Lean business system deployments across the Enterprise. Responsible for development and execution of complex projects an initiatives.Lead development and execution of strategies to build and increase leadership support for change by effectively applying a variety of change management concepts, practices, procedures and change management tactics.Support, facilitate and/or sustain deployment of standard work and foundational Lean elements.Manipulate and analyze various amounts of data and reporting to improve business client awareness of performance and areas of opportunity. Develop and implement diagnostic tools that support business needs and problem identification that promote business success.

Lean management business systems, Lean methodology, Six Sigma framework, process design and standardization

Utilize Liberty Management System tools and methodology to support leadership and the deployment of business projects and initiatives across Claims Shared Service Operations and assigned business unit/functional organization. Analyze business data, trends and performance for problem solving, create solutions, implement processes, provide coaching, feedback and consulting service that support countermeasures and solutions to business leaders, partners, and stakeholders. Conduct research and root cause analysis to resolve various issues to operational performance on a cross-functional/departmental basis with an emphasis on process improvement, procedural refinement, and solution design. Lead projects and initiatives that eliminate waste and drive increased efficiency by contributing analytical skills, lean processes, six sigma tools, and ideas to projects and initiatives. Builds leadership LMS capabilities to improve performance and resolve skill gaps through leadership coaching and development.Deliver training, provide coaching support and influence leadership through the creation and facilitation of leadership development courses, LMS Framework and Leader Standard Work Tools.Applies LMS methods to promote continuous improvement, increase operating model consistency and empower business leaders and employees to enhance the value of service provided to customers.Leads problem-solving activities to define problems, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes.Collaborates in the development of measurement systems and comprehensive reporting to support effective application of continuous improvement processes.Participates in LMS maturity assessments to ensure that transformation principles and practices are advancing to include development and execution of measurable action plans.

Provides operational and consultative support in the utilization of Lean models, tools and methodologies, in support of the organization's adoption of Lean principles. Leads execution of Liberty Management System transformations within any specific organization to include the following: conducting diagnostic and design work, developing and implementing solutions, conducting sustainability work, and providing coaching and development on Lean practices.Serves as Liberty Management System subject matter expert in leadership development training and facilitation for various levels of leadership across the PI Claims Organization. Deliver LMS training, provide support and influence leadership through the creation and facilitation of leadership development courses, LMS Framework and Leader Standard Work Tools.Builds leadership LMS capabilities to improve performance and resolve skill gaps through leadership coaching and development.Leads problem-solving activities to define problems, assess current state root causes, design and test solutions, and implement solutions leading to desired outcomes.Provides strong support in cultivating an environment that encourages problem solving, critical thinking, and innovation.Partners with managers regarding training and development needs of staff. Makes recommendations regarding the enhancement or development of training programs. Participates in and may lead sustainability reviews to ensure that transformation principles and practices are being maintained. Develops action plans, revisions, and reinforcement based upon audit results, and monitors execution of plans.Collaborates with other Business Units/Corporate areas to drive transformation opportunities across various teams. Builds relationships across Liberty Mutual; documents and shares best practices and lessons learned.

Directly responsible for the management and supervision of assigned unit within the Personal Insurance Claim Service Center operation to ensure the highest level of claims efficiency, customer service, and regulatory compliance.Responsible for review and assignment of incoming claims; analyzing auto and multi-line coverage, liability and settlement values. Regularly conducts claim file audits to ensure quality, compliance and the consistent application of company policies and procedures. Ability to coach to performance and provide effective feedback to better improve the customer experience. Develop and lead 12-18 direct reports as it relates to customer service specific to first notice of loss, investigation strategy, claims servicing and documentation. Effectively lead and coach direct reports while developing skills and capabilities as it relates to direct reports individual career growth.

Participate in the recruitment and hiring process; performance management process, communicates team goals, assists individuals in achieving established both MTD and YTD goals, maintains metrics relating to the team goals and individual goals; and assists management in the development of less tenured employees.Monitoring team performance to include; Average Handle Time, scheduled adherence, quality of services, mentoring others to support behaviors for improved performance, resolving advanced issues and making good decisions. Partner with local and national training groups to provide classroom training support and serve as a process and claim system SME.Gather, document and review auto and property claim information through use of Liberty Mutual systems and technology.Apply express claim handling procedures to process claims, schedule damage appraisals, determine liability, request payments, and close claim files.Communicate with customers and associates by phone and through other channels.

Leads the work of others by distributing and balancing workload, demonstrating proper work methods and providing on the job training to employees.Assists other collectors with difficult or complex accounts and situations, utilizing technical knowledge of collections and procedural or legal guidelines.Compiles data and prepares monthly activity reports and, periodically, more specialized reports for management. Determines most effective and economical means of collecting for each account; applies standard due diligence practices to collect monies owed; composes correspondence requiring knowledge of procedures and practices in collections and also sends a variety of standard collection letters. Advises debtor with past due accounts of proper payment schedules and the principles of credit and credit standings. Provides financial counseling to discuss and resolve debt situation; restructures or revises payment terms, recommends deferments, hardships and allowable cancellations, or writes promissory notes when appropriate using independent judgment within established limits. Applies payments received to proper accounts, keeping accurate accounting records of each transaction; reconciles records with computer reports; makes necessary adjustments or corrections.Contacts customer and establishes reason for past due account situation; makes arrangements for payments to bring account current and follows up to ensure obligation is satisfied.