• Overall leadership responsibility for Claim Operations Teams (FMLA/PFML, STD, LTD, Supplemental Health, Life) and Call Center Operations• Establish a culture focused on our people with continual improvements to our members’ experience at the forefront of all initiatives• Identify, develop, and support the implementation of operational process changes & innovative solutions that align with broader enterprise efforts including growth and affordability• Champion new concepts and ideas that promote improvements in experience, automation and expanding digital experiences• Hire, train, and lead a high-performing team that delivers service excellence to our members, employers and brokers

• Managed four STD/FMLA/LTD claim teams (~75 team members) and established priorities, goals, and objectives to ensure performance results• Partnered with senior leadership to create vision, influence necessary cultural and operational changes, and collaborated with other functional department heads to improve results• Oversaw the recruiting, training, and retention of staff while maintaining staffing within model and budget; created career pathways for staff development• Identified and implemented process improvements and recommended practices to drive continuous improvement in operational performance and effective claims management• Developed and maintained close client ties, articulated client needs, kept priorities in focus with expectations• Partnered with cross-functional teams (operations, sales, product, and technology) to develop and effectively manage end-to-end operational readiness planning and delivery

• Worked with key business stakeholders, IT vendor, and other internal cross-functional project teams to execute on the development of the Group Platform Transformation strategy for the Group Claims (Short-Term and Long-Term Disability) workstream• Responsible for the creation of platform feature development and management of the successful implementation and deployment of new functionality, including the prioritization of the work given to the development teams, ensuring that business value and customer satisfaction were optimized• Drove milestones and results, resolved issues, and mitigated risks to ensure accurate and timely launch of all platform and program deliverables• Worked independently and collaboratively across the organization to drive strategic decisions for the business, inclusive of detailed analysis of work required to understand, inform, and recommend solutions.

• Responsible for leading the requirements gathering and management processes, as well as coordinating tasks throughout the project lifecycle• Built and maintained strong relationships with clients; ensured clients realized the business value of the product• Engaged with the extended project team to deliver solutions, communicate scope and project deadlines to client, managed client expectations and ensured solutions were in accordance with industry best practices• Delivered presentations and training to clients• Provided guidance and Subject Matter Expertise (SME) to customers in the area of Absence Management, Short-Term Disability and Long-Term Disability.

• Provided strategic, matrixed leadership to a multi-functional operations staff comprised of over 120 employees across multiple locations• Oversaw all aspects of operational procedures and key performance indicators• Developed a business process management approach to identify and implement recommended practices resulting in reduced turn-around time for customers by 10%• In partnership with HR, created and deployed a cultural transformation initiative to improve performance of management staff and overall office morale• Worked directly with IT partners to improve system efficiency through enhancements and upgrades• Responsible for overall management of budget, staffing, interviewing, hiring, training, and all aspects of performance management including corrective actions.

• Managed four STD claim teams (~50 team members) and established priorities, goals, and objectives to ensure performance results• Partnered with senior leadership to create vision, influence necessary changes, and collaborate with other functional department heads to improve results• Led claims management activities for customer onboarding, including implementation tasks and key milestones• Actively engaged in sessions and site visits• Served as the claims workstream lead on a project to bring claims management of the NY/NJ Statutory Disability product in-house• Oversaw the recruiting, training, and retention of staff while maintaining staffing within model and budget and created career pathways for staff development• Identified and implemented process improvements and recommended practices to drive continuous improvement in operational performance and effective claims management• Developed and maintained close client ties, articulated client needs, kept priorities in focus with expectations• Implemented service model changes to enhance the customer experience• Established and chaired the Multicultural Awareness Committee for the Atlanta office.

•Led and managed day to day functions of a Short-Term Disability/FMLA team of 13, including one Unit Manager and 6 remote employees. •Responsible for all claim management activities, workflow management, staffing and performance management. •Acted as a Disability Subject Matter Expert.•Responsible for meeting/exceeding service standards, including timeliness of claim determinations, duration management standards and return phone call metrics. •Identified areas for process improvement, and timely executed to achieve optimal claim outcomes.

• Oversaw a team of seven Short-Term Disability (STD) and Long-Term Disability (LTD) Case Managers• Ensured team compliance with corporate and operational objectives by leveraging data analytics and quality performance KPIs, consistently exceeding STD and LTD goals• Formally mentored and coached new managers to foster growth and development, build trust and rapport, and improve employee retention• Successfully collaborated with client management to support client relationships on thirty-four regional and national accounts• Managed the onboarding and implementation of a large account with over 400,000 covered lives and provided ongoing support for integration with client stakeholders and TPA• Awarded multiple recognitions for exceeding critical objectives, performing multiple duties outside the core role, and for leadership skills• Recognized by senior management for ability to effectively navigate challenging account issues.