D'Ann W. Email & Phone Number

Lead the optimization and integration of shared delivery operations, driving efficiency and profitability through data-driven strategic planning and the implementation of advanced technology solutions. Oversee a matrixed Shared Services team of 800+ members, ensuring data-informed decision-making in administration, coordination, onboarding, compliance, and candidate experience for over 150 global clients. Design and execute tech-enabled, compliant processes that align with both company and client objectives, continuously assessing outcomes to refine and optimize performance ● Cooperated in global expansion initiatives to enhance scalability, utilizing in-depth performance analytics to reduce costs and optimize operational efficiency. ● Led the development and launch of a systematic task tracking and reporting tool, applying data-driven insights to achieve a 6% productivity increase, enhance scalability, and ensure SLA and KPI adherence across the shared delivery team. ● Steered a cross-functional working group to analyze, review, and standardize shared delivery roles, implementing productivity benchmarks that saved approximately 5,000 hours annually in manual tracking. This initiative reduced headcount redundancies, increased team flexibility, and established clear performance expectations for shared delivery employees. ● Designed and implemented a resource task tracking and reporting tool, using data analysis to drive a 6% productivity improvement and an 18% reduction in redundant tasks across a workforce of over 800 employees.

● Consistently led process analysis to identify root causes of issues and their up and down stream impact. Communicated findings to stakeholders and provided innovative recommendations to optimize end-to-end processes for sustained performance improvement, cost savings and client satisfaction. ● Built tech driven workflows to streamline processes and improve efficiency with customer strategic objectives at the forefront. Resulting in improved satisfaction, examples include a decreased processing time of 8 days, and a reduction of manual touchpoints from 9 to 3. ● Ensured thorough documentation of all processes and workflows utilizing modeling tools and appropriate methodologies. Process mapping techniques captured all workflow steps, inputs, outputs, and decision points providing a visual end-to-end map to ensure team continuity. ● Engaged employees at all levels in the change management process, empowering them to share feedback, leading to buy-in of new processes. Led working group to develop comprehensive quarterly training program to support team and ensure smooth implementation of solutions. ● As process optimization SME, established performance metrics and KPIs to track the effectiveness of workflows, tech, and processes. Conducted regular audits to identify opportunities for optimization or retraining. Implemented corrective action and refinements based on performance data and feedback

● Managed a team of 25+ employees, ensuring they were motivated, engaged, and equipped with the skills and resources needed to perform all administrative recruitment functions, reporting and auditing. ● Conducted thorough analysis of project requirements, budget, team productivity, and timelines to determine required headcount. Ensured forecast and P&L were appropriately updated at all times. ● Implemented quality assurance measures such as peer reviews, audits, and quality checks to ensure compliance with process standards. Conducted root cause analysis to identify the underlying causes of quality issues and implement corrective actions resulting in a 45% improvement in quality. ● Maintained open and transparent communication with Senior Leadership regarding project assignments and resource availability. Encouraged collaboration, knowledge sharing, and cross-training initiatives to enhance team members' skill sets to leverage collective expertise and ensure there were no resource gaps. ●Developed succession plans to mitigate risks associated with key personnel changes.

● Implemented standardized data collection methods, templates, and procedures to maintain consistency and repeatability. Established a regular review process to update documentation according to changing requirements and best practices, ensuring alignment with evolving organizational standards. ● Partnered with cross-functional teams to develop a narrative that tells the story with data. Analyzed data from various sources to uncover insights and trends. Presented findings in a clear manner to ensure data-informed decision-making across the organization. ● Reviewed billing processes to identify sources of errors and inefficiencies. Analyzed patterns to create regular audits/quality checks to rectify anomalies, resulting in a 70% decrease in billing errors. ● Collaborated with key stakeholders to identify KPIs and critical business metrics. Designed visually appealing and intuitive dashboards that provided clear insights into key metrics that improved transparency and accountability across the organization.