Janet Barber Email and Phone Number

I am honored to lead a diverse and talented team of operations leaders and professionals, responsible for enabling Voluntary Benefits' sales and profitable revenue growth. Our growth is enabled by strong customer relationships, excellent service performance, and a cohesive work culture. Driven by voice of the customer, implemented service experience redesigns. With an eye to the future, responsible for the execution of strategic service infrastructure projects, system conversions, and digital transformation program.

Provided strategic leadership and improved overall operational performance of Client Administration and Audit Department. Implemented a risk-based client audit program ensuring reinsurance treaty compliance and profitable revenue growth. Developed detailed business requirements, process designs, conversion schedule and training programs for new administrative system deployment.

Responsible for customer-facing operational teams and Model Office. Developed capacity models to forecast and maintain optimal and cost-efficient staffing levels. Reduced operating expenses and overhead through consolidation of Dallas and Kansas City operations. Following an acquisition, oversaw transition to and performance of policy service operations by a BPO vendor.

Responsible for Customer Service and Policy Accounting units. Reduced time to complete service requests by 35% and operating expenses by 16%. Appointed as project manager of a class action settlement project, ensuring compliance with court-approved settlement procedures.