In my current role as AVP/Head of Life and Health Claims Operations, I ensure compliance with service level agreements and regulatory standards by optimizing staffing and balancing competing project demands. I work closely with legal, compliance, and risk teams to develop and refine effective procedures and systems, and I enhance claims processing efficiency through strong vendor relationships. I also contribute to favorable legal outcomes by representing the department in depositions and legal proceedings.My Key Contributions for this role:• Achieved successful processing of seventy thousand life, annuity, accident, and health claims totaling seven hundred million dollars by effectively managing a team of eighty associates across three sites.• Minimized potential financial exposure by thoroughly reviewing claims exceeding one and a half million dollars and providing strategic recommendations for denials, rescissions, and legal referrals.• Reduced claim handling time to two days, enhancing customer satisfaction by implementing an online life claims verification process that eliminated the need for documentation submission by claimants.• Protected company's reputation by establishing robust controls to mitigate and remediate risks related to fraud, financial loss, and inaccurate reporting.

As Operations Services Director, I safeguarded organizational integrity by evaluating and approving over 200 market conduct exam responses and managing remediation projects. I streamlined operations and improved user experience by crafting future state claims process flows and business requirement documentation that incorporates cutting-edge technology like auto-adjudication, e-signatures, and OCR.My Key Contributions for this role:• Reduced manual effort and drove innovation by launching automation projects for lost policy searches and unclaimed property processes through robotics.• Achieved timely/accurate claims handling for 28M policies by spearheading proactive death search process for AIG Life and Retirement.• Increased financial performance by generating $13M in interest income from $385M retained asset account portfolio.• Improved operational efficiency and reduced claims resolution timelines by directing specialized teams focused on contestable life claims, critical and terminal illness claims, reinstatements and contract changes, and unclaimed property administration.

In my previous role as Claims and Unclaimed Property Director, I drove operational efficiency while managing a team of over 70 members across multiple sites. I ensured compliance and accuracy in claims processing, accounting, financial reporting, maturity processing, annuity processing, and unclaimed property administration.My Key Contributions for this role:• Enhanced customer satisfaction by reducing claim handling times by 50%, decreasing average from 10 days to 5 days.• Improved accuracy and responsiveness by collaborating with IT, legal, and compliance departments to implement proactive program for ongoing death identification across 30 AIG administrative systems.• Achieved improved efficiency and reduced redundancy by streamlining unclaimed property operations through consolidation of three teams and centralizing records into single administrative system.• Strengthened quality standards by expanding quality review program, which enhanced controls in claims processing and financial reporting.• Optimized resource allocation and overall financial health by managing three budget cost centers under significant constraints.

As Claims Manager, I met regulatory objectives by keeping a close eye on project progress, deadlines, and resource constraints to ensure alignment with organizational goals. I streamlined operations and improved compliance by developing detailed workflows, procedures, training documents, and monthly regulatory reports.My Key Contributions for this role:• Maximized resource utilization by managing high-performing team of 20 and controlling $1.2M project budget.• Improved efficiency and reduced processing times through system enhancements that automated claim processing capabilities.• Achieved enhanced compliance and customer satisfaction by directing claims operations for comprehensive unclaimed property audit across 42 states.• Fostered transparency and collaboration by delivering impactful presentations, formal status updates, and comprehensive training demonstrations to stakeholders.

During my time as Project Manager, I focused on streamlining operations and enhancing productivity by assessing existing data and procedures to identify and eliminate duplication, inconsistencies, and inefficiencies.My Key Contributions for this role:• Enhanced customer interaction and service delivery by collaborating with subject matter experts, IT teams, and external vendors to design robust call center CRM application.• Reduced manual effort by contributing to design of straight-through processing interface that automated transactions.• Ensured clarity and alignment among stakeholders by translating complex business needs into actionable business rules, detailed business requirement documents, and use cases.