Mary Alice Goding Email & Phone Number

Us

Lead Property Desk Settlement teams supporting the Centralized Property Claims Operation comprised of direct teams of 45 – 60 associates and 5 managers in a completely remote environment while co-supporting the entire Centralized Property operation of 150+ associates. Collaborate with Talent Acquisitions to proactively hire and promote a diverse workforce. Responsible for assisting with managing the claims processes consistently within the business unit. Coordinate efforts with other Claims functions including quality assurance, claims legal, subrogation, SIU, and claims technical. Formulate, communicate, and implement quality work standards. Develop and implement new solutions and operational processes to ensure optimization with strategic priorities and future state goals. Conduct operational trend analysis for proactive mitigation and create action plans to address and resolve. Mentor and coach leaders and associates and create training opportunities to further develop these team members. •With focus on associate development, engagement, and retention; created and implemented Hiring & Onboarding Manager position to create efficiency and consistency with the process while improving upon the customer experience and team results.•Develop and implement Leader Standard Work and expanded upon the Associate Standard Work for Desk Settlement • Implemented monthly communication cadence with all associates to share key performance indicator trends for operation while also recognizing accomplishments and promoting engagement •Developed reporting to identify and promote Early Settlement opportunities. Operational results trending at 30% 3-Day settlements and 50% 10-day settlements.

Us

Reports directly to the Senior Vice President of Personal Lines Claims, and responsible for the indirect supervision of Operations and Project staff. Develops the strategic communications that effectively bridge the operational priorities and goals to 4000+ associates, creating increased positive engagement with leaders and associates. Establishes and maintains processes to ensure alignment of business initiatives and optimal business results. Collaborates and facilitates the improvements of processes to provide an exceptional experience to customers and distribution partners. Fosters alliances with key business partners on the financial management and budgeting for the business unit. Responsible for developing reporting packages and managing the Claims business review process. Serves as primary liaison to other business units for effected operations and products including HR, Finance, IT, Business Technology, Integrated Reporting, Sales and Marketing. Provides executive level reporting and analysis. • With a focus on operational efficiency, established weekly partner meetings with Integrated Planning and Reporting team to address reporting needs of the Claims operation, establishing prioritization, and providing key deliverables.• Key member and leader of the “Change Resiliency Project” focused on strengthening the entire operation through targeted communications, developing an agile mindset, and promoting Future of Work learnings with the goal to support the company’s innovation targets.• Facilitated the Senior Claims Leadership’s team Hoshin Strategy Session with the mission to identify the multi-year break-through objectives and annual key priorities for Claims. Responsible for utilizing the team Hoshin to draft the operation’s 2020 and 2021 goals.

Us

Led teams supporting the Field and Inside Casualty Bodily Injury Claims Operation, including managing teams comprised of Attorney Negotiator and Litigation Claims Managers. Led teams of 50-65 associates with proven ability to lead in remote environments. Responsible for conducting performance reviews, salary administration, and employee disciplinary actions. Collaborated with Talent Acquisitions to proactively hire and promote a diverse workforce. Responsible for assisting with managing the claims processes consistently within the busines unit. Coordinated efforts with other Claims functions including quality assurance, medical, claims legal, subrogation, SIU, and claims technical. Managed responses to customer complaints, conducted operational trend analysis for proactive mitigation, and created action plans to address and resolve. Mentored and coached leaders and associates and created training opportunities to further develop these team members. Consistently maintained high engagement scores with direct report leaders and operation.• Developed and implemented a legal flat fee proposal on specific litigated cases to ensure efficiency in handling of suit files and reducing expenses. • Assisted with the successful deployment of LEAN management within the Casualty operation.• Participated on a project team that developed the “Advanced Negotiation Training” workshop for Casualty Associates across the U.S. and assisted with the deployment of that training.• Partnered with Office of Chief Legal Officer to address the South Carolina Fair Settlement legislation.

Us

Supported the Claims Associate Vice President and an operation of 500+ casualty, property and material damage associates supporting North and South Carolina customers. Managed a budget of $55M. Monitored and provided trend analysis to the Claims Assistant Vice President on areas including service levels, productivity, and severity metrics. Managed Business Analyst providing oversight to the development of meaningful operational reporting. Collaborated with HR and Finance business partners to provide oversight of staffing and forecasting of expenses for the entire organization.• Identified a compliance opportunity to address the need for additional staff in the Med Pay organization. Worked with Finance to identify budget funding and drafted proposal to present the staffing recommendation to senior leadership that was approved for hiring and implementation. • Oversaw and managed the NC’s Department of Insurance Market Conduct Exams.• Leader of the Carolinas’ Claim Zone Development Ambassador Program in 2012.• Participated with the planning, organizing, and facilitating the first annual “Women in Leadership” Summit.

Us

Managed 8+ Bodily Injury Claims Associates including Litigation Specialists and Attorney Negotiators. Trained and developed direct reports, responsible for conducting performance reviews and salary administration, and facilitated project teams including Mitchell Medical Reviews and Carolinas Claim Zone Manager Meeting. Coordinated the transition of Material Damage and Property lawsuits to the Casualty Litigation Specialist to create efficiencies and consistency with the management and oversight of litigated cases.• Participated in the 2011 Leadership Development Program for the Carolinas Claims Zone. • Created the “Mock Trial” training and development program that was disseminated to all NC Casualty Bodily Injury Associates and approved by the NC Department of Insurance (DOI) for continuing education credits.• Through targeted training, led teams to performing and producing optimal level scoring during the 2009-2010 Litigation Audits.

Us

Us

Us

Bloomington, Illinois, Us