Direct responsibility to support client accounts through strong partnerships with internal operations and business teams. Collaborate with partnerships teams to ensure growth and long-term success of client satisfaction. Promotes and monitors customer experience to optimize accuracy improvement and timely execution of the client requirements. Continues to enhance business objectives that promote value that will strengthen service offerings.

Responsible for identifying, designing, developing, implementing maintaining and/or advancing complex level standards, best practices as well as initiatives and/or intelligence that lead to process and outcome improvements by line of business. Guided alignment of third party supplier partnerships to enhance existing and new program initiatives.

Direct responsibility for the implementation, development, and management of supplier programs within Commercial Auto and Commercial Property. Collaborated with Corporate Procurement to facilitate model sourcing events. Conducted and applied analytics to evaluate supplier partnership performance to achieve business objective alignment.

Directed a team that was responsible for the management, investigation and resolution of personal/commercial automobile, property, general liability, and physical damage claims, including catastrophic preparedness and deployment. Implemented and coordinated effective process tools for planning, executing and improving operational capabilities for the personal/commercial line claim organization. Delivered assessment and coaching to increase employee engagement. Guided company operating reviews to measure and calibrate best practice, quality control and regulatory compliance assurance. Participated in the administration of performance improvement functions to advance investigative and technical expertise. Facilitated business continuity and crisis management planning for the local emergency response team. Collaborated in the short/long term planning and annual budgeting process associated to project implementation.