Responsible for providing executive, team and individual coaching/ accountability, program leadership and resource development in support of Client’s business development and critical strategic initiatives. Includes strategic planning, governance framework establishment, vendor engagement and management, creation and execution oversight of comprehensive work plans, communications (including federal, state and local regulators), marketing, business case development and management of financials, risks, change enablement and customer experience assessments, and executing management strategies/ approved plans.

Responsible for ensuring the Finance and Marketing organization needs align with strategic operational programs, support systems design and implementation priorities. Includes risk, planning, testing, and execution management and cross functional leadership within a $400M finance and billing system conversion.• Lead the redesign of the loyalty rewards program with spend based earn, tenure bonus, new redemptions and point expiration in order to achieve long term financial and operational sustainability and eliminate current rewards customer confusion.• Serve as trusted advisor to Business, IS and Vendor resources and effectively remove barriers and roadblocks to ensure success of the team.• Development and execution oversight of third party statements of work.• Lead cross functional deliverables and drive resolution of critical issues.• Ensure business case objectives are supported and achieved.• Drive communications with leadership, subject matter experts and supporting areas to ensure teams understand expectations and current state.• Oversee testing requirements development, execution, and detailed defect/ change request management through satisfactory resolution.• Manage performance and capacity planning of resources and implement alternate solutions to accelerate delivery.• Continuously capture and incorporate lessons learned into the planning and delivery of the program. Ensure findings are operationalized with the business to reduce confusion and improve resolution time with customers.• Execute business readiness planning and go live readiness communications to stakeholders.

Responsible for providing program leadership within North America while working directly with Region and Business Unit CIOs, CEOs, CFOs, Chief Risk Officer, Corporate Affairs, Strategy and HR Executives. Supply coaching and direction to various resources within the organization. Lead and developed comprehensive work plans, business cases, risk assessments, communications and management strategies related to the multi-million dollar Solvency II implementation and a multi-unit shared services resulting in a $30M expense reduction.• Governed and ensured a successful execution of the $40M multi-year North America region Solvency II and Risk Transformation programs in partnership with the global program leadership teams.• Principal board of directors and governance lead responsible for ensuring regulatory, tax and key requirements are met to support the shared services model. This included the assessment of the management companies' board of directors and officer appointments, delegation of authorities alignment, establishment of management services and service level agreements, tax requirements and harmonized expense and project accounting policies and processes.• Established the region program structure/ methodologies, overarching management and business case oversight for the 6 functional region operating model areas: Corporate Affairs and Brand, Finance, Information Technology, Human Resources, Strategy and Corporate Development, and Procurement.• Developed and managed communications and program teams in the preparation and execution of region communications and reporting to key stakeholders, executives, employees and governance bodies.• Directed the legal entity discovery process including General Legal and Tax Counsel. Developed and managed a Corporate Structure RFP process to facilitate optimal corporate structure scenarios, paid-up capital and reinsurance analysis with a clear understanding of benefits and impacts.

Change management leader with responsibility for driving improved efficiency and best practices throughout the Finance organization. Accountable for the management of specific Finance programs to include implementation and the successful achievement of targeted goals. Responsible for providing leadership and influencing direction in various functional disciplines. Combined best practices, industry trends, methodology knowledge, and experience to achieve the best solution.• Established the Finance program management office, governance and execution framework model.• Delivered organizational change and operational efficiencies in Finance by focusing on financial insight and partnership within the business and service units to improve results.• Directed and coached team of business and IT professionals in the transformation and transition of functionality from North America to a supplier in Poland. Included $2.6M expanded scoping, due diligence and project/ funding approval for call center services. Utilized risk assessment and cost benefit analysis to recommend deferral of a significant call center transition.• Implemented a close process improvement program, consistent with industry leading practices, which accelerated close by 3 days and enabled greater time for analysis by management and Business Units.• Assumed large scale IT service delivery leadership for a Finance off-shoring project and successfully delivered $2.9M IT project to steady state through frequent interaction with Finance business executives and advocating their needs throughout the IT organization.

Accountable for the successful turnaround of commercial accounts with $25M-$175M annual revenue as well as internal organizational alignment. Achieved financial targets, optimal service location analysis and execution and off-shoring goals. Responsible for service delivery management of 220 call center technicians across multiple locations.• Built strong partnerships with client by serving as a trusted advisor and managing expectations.• Served as key negotiator to establish the definition of best practices and mediation of contractual terms with operational realities.• Point of contact and resolution between client and CSC on new issues identified with responsibility for issue resolution definition. Arbiter of conflicts between client management and local contract terms as requested.• Identified related business, technical, legal, and financial risks within the proposed solution which may impact CSC's ability to achieve financial objectives resulting in the development of creative cost/price strategies that met business objectives.• Researched, developed and communicated strategies for transforming the client's business operations to a desired future state, including assessing the degree of risk, impact, timeframe, and cost of change required to achieve the desired future state.

Responsible for the supply and demand planning of 500 resources, direct management of teams of 4 to 45 people, annual budgets up to $79M and distributed field management of over 600 remote locations. Established first intranet site in 1995 to support the field distribution centers' employee training and process management.• Managed field site consolidations, openings and closures including facilities planning coordination and infrastructure architecture, development, procurement and implementation.• Provided development and support to the $1.6B infrastructure outsourcing RFP, due diligence and contract negotiations.• Negotiated, managed and maintained complex custom service contracts for technology services.• Provided leadership in establishing and delivering service and productivity metrics including key performance indicators across the organization, resulting in standardized reports and service improvements.• Designed and implemented a training hub for more than 800 business and IT resources. This included the tracking and notification of required training hours for the 225 IT associates, individualized training plans and benchmarking processes.

Responsible for staff administration, planograms, marketing research, meeting facilitation, special events planning and awards development.

Responsible for financial management, advertising, training materials and facilitation, database administration, quality assurance and user acceptance testing.