The Head of HR Client Experience establishes, motivates, manages and leads multiple operations and consultative HR teams to support all US based employees in the Farmers enterprise. Services provided include employee relations, organizational restructuring support, HR transactional support, employee data management, HR reporting and analytics, HR systems support, Business-Based HR, Engagement, Rewards and Recognition, HR Project Management, Corporate Social Responsibility and HR Budget oversight. Delivery of services emphasize customer satisfaction, a positive “employee experience” as measured by the employee Net Promoter Score. Crticial to success is the ability to work collaboratively with field, corporate, and global HR on key metrics and seamless service delivery to employees.

The strategic assistant to the Chief Administrative Officer. Provides leadership in executing strategic initiatives with the CAO leadership team and executives across Farmers in the achievement of business goals. Defines and implements the Performance Management and Talent Management strategy. Defines and coordinates the operational support for Human Resources. Acts as principal advisor to the Chief Administrative Officer in defining and executing strategic initiatives throughout the enterprise including; HR, Risk, Audit and the University of Farmers. Leads the performance management strategy to drive to a high performing culture. Manages the annual performance cycle. Consults with customers on performance strategy for their business unit. Provides support on the segment calibration process. Responsible for segment communications and training. Leads the talent management strategy. Designs the talent review framework and tools to identify and recommend develop for high potential employees. Provides guidance to Senior HRBPs and Executives on Succession Planning. Ensure alignment with global strategy and deliverables. Performs and prioritizes project management related initiatives in response to internal and external demands. Ensures appropriate governance, controls and monitoring of projects. Provides oversight and implements employee initiatives including employee engagement survey, rewards and recognition, Employe Net Promoter Score Survey.. Responsible for developing HR Operations function to support the Talent Acquisition, Total Rewards, Business Based and HRBP teams. Deliver solutions that more effectively and efficiently manage resources to accomplish operational activities. Consults with the BUs to develop response and communications to minimize work disruptions due to change initiatives.

Management of Human Capital projects. Manage Talent Management activities and submissions for the Farmers enterprise. Enterprise Performance Manager Manage the $22 million HR budget and headcount. Governance oversight of HR functions. Research and provide enterprise trend analysis to implement strategy for business growth and improvement.

Consult and coordinate with all levels of management on HR initiatives and projects across the enterprise. Work with HR leadership team to recommend and coordinate talent development submissions for Senior Leadership Program, Executive Leadership Program, Presidential Leadership and Executive development. Support Talent Management team in coordinating talent scout sessions to compile succession planning for and Talent Day submission. Manage the HR budget and headcount submissions. Research and provide enterprise trend analysis to implement strategy for business growth and improvement. Main achievements: Successfully streamlined Farmers enterprise Talent Day submission process to ensure timely and accurate submission. Provide monthly reporting on Human Capital initiatives to achieve Business Operating Profit. Created protocols to provide timely communication and feedback between Field HR and COEs. Project managed human capital implications for 52 claims integration workstreams including workforce planning, talent integration and development, and performance management Project managed the leadership assessment and certification of 1,535 Managers, Supervisors, and Claims Representatives.

Coordinate the claims support services for four branch claims offices throughout the State of Illinois. Manage resources associated to 125 employees to ensure claims and cost efficiency. Control budget and quarterly operations to achieve loss adjustment expense profitability. Responsible for compliance of published company and state claims procedures. Manage and report on claims customer satisfaction. Main achievements: Developed a communication strategy to follow up with customers on their claims experience that improved our customer satisfaction survey results to 92.45% against a goal of 87.5%. A 7% increase over the 2007 results. Restructured the support services duties to provide additional support to Claims Representatives, which allowed for a 4% claims efficiency improvement. Reorganized the budget process to track and control monthly expenses to create cost savings of $560,000 of a $19,222,342 budget. Selected by Human Resources to manage the nationwide certification of 90 Supervisors and Managers of an acquired company as they integrate into the current Farmers culture. Selected to project manage the Claims Human Resources integration workstream including the preparation of the business plan as well as the achievement of tasks by the assigned deadlines

Manage a staff of 85 customer service, coding, and training employees who support the insurance needs of Farmers agents and insured’s in a six state territory. Directed the development activities of employees and supervisors to meet technical and administrative compliance and efficiency. Develop and manage division’s budget to achieve profitability. Conduct analysis on system issues related to discount eligibility and application and provide recommendations to state offices and product managers to eliminate premium leakage. Main achievements: Restructured the incoming call paths to improve the average answer speed and first contact resolutions, which improved the customer satisfaction results by 12%. Developed a communication strategy to inform Customer Service Representatives of system issues, policy changes, and new products which reduced the average call talk time by 49 seconds. Developed a performance scorecard that allowed employees to track individual and department performance, which increased morale and productivity by 4%. Restructured the work flow of the accounts and coding employees to process requests within 48 hours of receipt, which was a 6 day improvement over the previous service level agreement Reorganized the budget process to track and control monthly expenses to remain within the established budget parameters for a department that traditionally exceeded its budget. Recruited, hired, and trained 27 employees in a four month time frame who completed the training and 90 day probationary period with a 92% success rate.