Head of the Information Technology for Combined Insurance, a Chubb company. Responsible for 350 person application development, infrastructure, data management, and delivery organization.

Responsible for directing application development for CRM, ECM, BPM, DBA, IA, and various other systems, as well as infrastructure leadership, quality assurance, business analysis, IT vendor management, business intelligence, and data platforms. IT Strategy- Lead billing, distribution management, and policy administration platform replacement initiative- Lead the ECM re-platforming of 200 million documents to Linux-based IBM ECM and OpenText AppWorks Data Strategy- Developed and launched the enterprise-wide data strategy including governance, architecture, and roadmap- Implemented an MS cloud stack with ADLS, Azure Data Factory, SQL Warehouse, and PowerBI Test-driven Software Development- Developed a framework with automation and test packs using Rational QM and Doors and HP UFT- Led the transition from traditional QA to test-driven software development and DevOpsDigital Operations- Led the development and implementation of direct-to-consumer accident insurance portals, white label and API-enabled 3rd party capability to expand product distribution to a variety of channels- Tech lead on enterprise-wide IA implementation spanning 45 processes - Led the introduction of 150 APIs to expose enterprise capabilities to employee, customer, and 3rd party usersProduction Support- Support production of a suite of applications ranging from call center, underwriting, claims, business intelligence, and back-office support systems, including DBA and infrastructure support- Led data center move, including 100+ Wintel and Linux servers, AS/400, and telecom infrastructure- Led Windows10 upgrade for a 1,500-person organization along with mass VMWore Horizon VDI implementation

Formed and led 91-employee support services organization, providing IT leadership and support, data analytics, project management, process improvement, quality assurance, training, production planning, capacity management, metric reporting, and tool support. Developed roles and capability plans and performed skill assessments to develop staff into high-performance teams.  Centralized non-production and support staff roles within 800-person operation into 50-person organization split in five functional teams, realizing efficiency gains and work elimination. Improved policy processing quality across five transactions, by ten percentage points, over 18-month period. Established 51-person, BPO offshore, pre-release quality control process for high-value, complex transactions as well as quality assurance program and staff. Implemented front-line leader quality tools, training, and process adherence, ensuring associates received consistent, timely feedback and coaching on raising quality. Introduced project management framework to standardize governance, methods, templates, and training of project managers within PMO. Led initiative to develop middle-market new business submission, OCR-enabled intake, and data capture process to improve quality and speed of processing submissions. Carried out initiative to provide online bill pay on website for direct-billed insureds. Directed initiative to standardize and rewrite 4,000 standard operating procedures and related documents to support cross-functional operation. Oversaw implementation of new training program. Improved talent of 12-person business analytics team by leveraging onshore consulting and offshore staff augmentation.

Designed, acquired funding, led development, tested, deployed, and ensured operational readiness for internal programs such as claim recovery system, bank interface and cash-matching black box, collection management system, agency bill portal, middle-market work distribution, healthcare third-party deductible billing system, and redesigned direct bill. Integrated project management methods, tools, and discipline in operations organization. Developed and supported team of project managers with varying degrees of experience. Implemented standard operating procedures across billing and collections organization. Directed 15-person, cross-functional team, creating end-to-end billing, collection process, and system for third-party deductibles across three business segments. Led cross-functional team, developing and deploying bank interface and payment matching.  Led 12-person team, implementing Lean process methodology and Force.com work distribution tool and driving quality, timeliness, productivity, and employee morale results. Led major project to replace invoicing and presentment of agency bill and direct-bill commission statement through a portal for 9,000 agents and brokers, providing online reconciliation and payment. Redesigned direct-bill invoice for 250,000 customers and improved underlying system issues. Led billing and collections leadership team, developing five-year vision and roadmap and guiding people, process, and technology decisions and designs. Led corporate initiative to unwind multi-year captive insurance deals.

Oversaw IT capacity management and enterprise project/resource management processes and tools for organization of 1,800 resources as well as ten employees. Created and maintained complex, forward-looking enterprise project and resource management supply/demand model. Led quarterly IT supply/demand forecast process, maximizing business value and IT resource optimization. Implemented and supervised administration of project management application for user base of 1,800 resources. Drove organization

Oversaw change management, release management, and packaging of IT services for wholesale and resale ordering environment of 12-state region. Managed engagement manager and release manager and owned relationship with business-unit customer. Designed and implemented change, release, and packaging processes. Led IT stability plan, stabilizing four-year-old environment with transaction growth of 100% per year and user-base growth of 100% per year. Directed project, managing mission-critical releases. Acted as point of escalation to resolve frequent IT crises.

Managed all aspects of billing quality control operation, including 29 clerical and two management employees. Achieved operating improvements, resulting in 40% reduction in expenses and salaries while maintaining service and quality levels. Achieved 20% capacity growth in one month. Implemented WIP management system and achieved 25% cost reductions, $1,600,000 annually through strategic value analysis. Increased capacity of constrained 95-FTE application development organization. Led process redesign of organization as part of Oracle ERP implementation, generating savings greater than $25,000,000.

Provided business process redesign, process-driven systems requirements, application development, organization planning/design, and project management to retail, wholesale, and support business units. Led 12-member effort consolidating collection strategies and resources of four business units, reducing annual operational expenses by $2,000,000 and improving receivable performance by 15%. Led cross-functional and cross-business unit 12-member team reducing corporate DSO, shortening billing cycle, and correcting root causes of large business billing issues. Implemented ten initiatives, saving $6,000,000 in capital costs. Led six-person team implementing process improvements and reducing revenue accounting rework costs by $4,200,000. Led collection operation review team, identifying and completing quality improvements in billing systems.

Planned, facilitated, and documented over 100 systems development sessions, including organization planning, business process analysis and redesign, business and system requirements, problem analysis, and alternative prioritization.

Designed and implemented 12B1 fee payment system. Managed contract programmers to assist in coding. Implemented networking data communications component of mutual fund transaction processing system and problem-tracking database using FoxPro. Coded, tested, implemented, and supported up to 20 COBOL, CICS, and JCL programs. Provided application support and change management for service representative user community. Achieved Series 7 Registered Rep.