Joy Hyde Email & Phone Number

San Antonio, Texas, US

• Led a high-performance team of Senior Business Strategy Analysts in Business Readiness efforts for Property P&C Data Modernization (replatforming to Guidewire PolicyCenter and converting to Cloud-based infrastructure).
• Created a streamlined, integrated end to end business readiness process resulting in a 400% improvement in productivity and driving alignment between data and product workstreams
• Reduced product metric data defects by 65% through analyzing translation logic developed by IT, identifying coding errors, and coordinating defect resolution with IT to eliminate defects, ensuring the accuracy of.
• Served as Product Offering Data Steward for P&C and data SME/liaison working on a cross-functional project team of product managers, underwriters, actuaries, business analysts, and technical resources to design data.
• Conducted weekly P&C Product and Data knowledge sharing sessions with junior data analysts on the Data Mod project team to develop their Product and Data knowledge and set them up for success in their workstreams
• Received an “Exceeds Expectations” rating on 2021 performance evaluation

San Antonio, Texas, US

• Served as interim state manager (Director) of the Southwest Region (AZ, NV, UT, and NM) with P&L Responsibility for $1B in annual written premium
• Developed, managed, and implemented USAA’s Auto product, underwriting, and pricing strategy in the Southwest Region, outperforming the 2020 Net Product Plan by 5.4% and beating the Combined Ratio Plan by 17.7 pts
• Implemented pilot launch of SafePilot (User Based Insurance) telematics product in AZ which improved the take rate for new business by 3 ppts and paved the way for rollout to the other 49 U.S. states
• Conducted a comprehensive side-by-side review of competitor contracts, identified contract improvements and initiated policy contract changes with an expected 3-year benefit of $7M

San Antonio, Texas, US

• Identified opportunities to increase policy growth while improving profitability
• Developed, managed, and implemented USAA’s Auto product strategy in AZ, NV, UT, and NM
• Dashboard development
• Analyzed new laws and regulations and managed Agile projects to implement compliance updates
• Developed Monthly Planning/Forecasting for states in the Southwest Region
• Exceeded goals for product growth and profitability

San Antonio, Texas, US

• Led Defect Prioritization Project to include the creation and implementation of a data defect prioritization tool and scoring process which allowed the data quality team to effectively triage defects and plan workload.
• Served as first line of support for data defects and data subject matter expert (SME) for business data users, coordinating defect resolution with IT technical teams

San Antonio, Texas, US

• Developed a new end-to-end loss data capture process which resulted in tripling (300% increase) P&C’s operational loss data capture, bringing USAA into regulatory compliance with identified gaps and preventing leakage.
• Project Lead for the ECRO Metric and CRO Metric Refresh for reporting operational risk metrics to the Board of Directors and USAA senior leaders
• Audited adherence to the risk management framework and oversight of RCSA program; facilitation of risk remediation
• Developed the Business Disruptions Playbook which closed a self-identified loss data capture gap that was reported to the OCC as part of the Bank’s DFAST exercise
• Managed Bank DFAST Pre-Audit initiative to include the review and testing of procedures in preparation for the DFAST audit to be conducted by the OCC
• Created an RCSA Rating Scorecard in Q1 which was implemented by the Chief Risk Office and was utilized by Risk Analysts to calculate a risk rating when assessing RCSA Control Programs across the Enterprise

San Antonio, Texas, US

• Led Call Quality audit and facilitated monthly meetings with EMG to calibrate claims leadership on Call Quality metrics
• Audited all aspects of auto claims and provided results to all levels of claims management up to the EMG level Analyzed trends in audit findings for development of operational action plans
• Facilitated house calls for new and tenured employees to share best practices for adhering to compliance and regulatory audit requirements
• Analyzed operational and regulatory compliance results
• Mentorship: Selected for a 1 year mentorship with the P&C Staff Operations
• Received an “Exceeds Expectations” rating on 2014 performance evaluation

San Antonio, Texas, US

• Led regulatory compliance and operational quality audits and trend analysis to identify drivers of opportunities
• Presented audit results and trend analysis to claims management and senior executives for action plan development
• Received an “Exceeds Expectations” rating on 2014 performance evaluation
• Promoted to Senior Claims Quality Specialist

San Antonio, Texas, US

• Charter member of the Claims Resolution Team, hand selected for rotational position to help stand up new processes for managing the resolution of written and verbal complaints received by the CEO, executive management.
• Analyzed trends in P&C complaints and prepared executive summaries for development of operational action plans
• Received an “Exceeds Expectations” rating on 2012 performance evaluation

San Antonio, Texas, US

• Investigated, evaluated, negotiated, and adjusted complex auto injury claims. The severity of BI and UMBI claims included demonstrable losses involving broken bones
• Selected for a rotational position to help stand up the new Claims Resolution Team

San Antonio, Texas, US

• Investigated evaluated, negotiated, and adjusted moderately complex to complex auto injury claims
• Received an “Exceeds Expectations” on 2011 performance evaluation, promoted to Adjuster I, and received MST awards for “Commitment to Quality”, “DRP Referrals”, and “Deepening Relationships”

Northbrook, IL, US

• Traveled to catastrophe sites in all 50 states to appraise/settle property claims (Dwelling, Other Structures, Contents)
• Awarded bonuses for achieving 100% customer satisfaction and 98% technical accuracy ratings

Birmingham, Alabama, US

• Managed an inventory of 200 injury claims, exceeding goals for production, file accuracy, and customer service

Mayfield Village, OH, US

• Investigated and settled automotive damage and injury claims, writing estimates on damaged vehicles and negotiating settlement of injury claims with attorneys, achieving an overall rating in the top 5% of all auto.

Executive Education, Machine Learning/Ai Bootcamp

Bachelor Of Science (B.S.), Business Administration And Management