As the VP of Operations and Partner Enablement at SBLI, I play a pivotal role in inter-departmental collaboration, optimizing service technology, and enhancing customer service capabilities. My expertise in SBLI's products, services, and regulatory requirements enable me to drive strategic initiatives across the company.Key Responsibilities:• Lead the Customer Experience, Claims, Process Optimization, and Partner Enablement/Onboarding teams, ensuring high satisfaction for policyholders and distributors.• Utilize data analytics to influence business decisions and operational improvements.• Provide comprehensive support for Distribution brokerage in policy administration, licensing, and payment processes.• Spearhead continuous improvement in training and knowledge management.• Play a crucial role in Agile team leadership, contributing to product enhancements and new offerings.• Implement technology solutions to streamline operations, improve business performance, and achieve strategic goals.• Recruit and develop talent, fostering a culture of learning and innovation.• Champion a customer-focused culture, deepening relationships and leveraging business knowledge.• Act as an operational thought leader, identifying opportunities for service delivery enhancement, technological leverage, and customer enablement.• Manage departmental budgets, planning for future development and ensuring compliance with policies and regulations.• Stay abreast of industry trends, representing SBLI at trade events and through networking.• Oversee contracted vendor management and maintained budget and profit/loss margins.This role requires a strategic vision, deep industry knowledge, and a commitment to operational excellence, all of which I bring to SBLI, contributing significantly to its growth and success

In my role as Director of Program Management, I led a dynamic team in managing and executing strategic, global programs across various business units. My focus was on delivering exceptional results through effective program management, driving important initiatives, and ensuring alignment with organizational goals.Key Responsibilities:• Led and executed complex, cross-functional programs, ensuring alignment with business strategies.• Provided expert guidance in program management, including project planning, execution, functionality, quality, cost control, staffing, and resource allocation.• Developed and managed a team of professionals, aligning their goals with departmental and organizational objectives.• Drove all aspects of program and project management for key strategic initiatives.• Contributed to PMO governance, offering insights on reporting, project assessments, and monitoring the health of critical projects.• Formulated strategic plans for programs, ensuring they supported and advanced business goals and objectives.• Collaborated with strategic support vendors to enhance cost efficiency.• Partnered closely with Technology and other stakeholder organizations, effectively communicating project directions, goals, strategic roadmaps, and key presentations.My tenure as Director of Program Management was marked by a commitment to strategic leadership, operational excellence, and a passion for driving significant organizational change and efficiency.

Leader responsible for establishing, directing resources, and leading all aspects of project solutions, strategic planning, operational excellence, TPA optimization and enterprise-wide strategic initiatives from planning through execution. Organization is in a rapid growth state focusing on risk technology and various insurance offerings sold B2B2C through several key distribution partners with sales more than $160M with hyper growth trajectory forecasted.Sample initiatives:  New Product Development & Commercialization – Oversee successful product launches and state expansions, from concept to completion, of multiple Life & Health Insurance offerings leveraging our best-in-class underwriting technology. Navigate and partner with peers to ensure success to our roadmap, customer journey effectiveness, sales plan, and regulatory requirements. Operating Model Optimization – Responsible for setting up the operations model across the organization (Partner Engagement to Claims), including process improvements, discovery, streamlined flow, optimization, and implementation. Due to the rapid growth of the teams, multiple inefficiencies existed, and best practices have been launched to ensure immediate and long-term success. Platform Innovation – Primary portal administered with a TPA, incurring large expenses, poor quality, system downtime, extensive time commitments and lack of agility. Post RFP, recommendation made to bring this service in-house, having internal business engineers oversee and leverage a new, no-code, platform which interacts with our APIs/Data Pulls and with extensive UI/UX capabilities to customize for our partners. The result of this effort was speed to market, cost efficiencies, risk mitigation, and greater quality.

Responsible for the business’s Strategic Programs Office, which delivered portfolio management (over $175M) with agility, strategic planning, digital transformations, business integration (M&A), operational effectiveness, and senior consulting for all functional areas. Collaborated with leadership on department and market goals while driving the current and future state of the business. Sample initiatives:  Business M&A Integration – Central point of contact for the Liberty Mutual Insurance and Lincoln Financial M&A of the Group Benefits businesses. Delivery included new business journey build, full business operating model, technical alignment, legacy process improvement, and financial budget oversight.  Methodology Transformation – Pioneer of improving the method in which projects and portfolios are delivered across the organization. Created roles and responsibilities across persistent teams, migrated/trained the organization and aligned work efforts to value streams and strategic objectives.

Managed the Information Management and Data Governance functional project team which delivered strategic and business critical solutions within Liberty Mutual Benefits. Responsibilities included planning, execution, portfolio oversight, resource accountability (internal/external), and vendor consultant engagement. Reported to the Executive Leadership Team providing portfolio commentary/details, issue mitigation, and developed immediate and long-term actions. Leveraged strong relationship management skills with our business partners on intake, prioritization, and delivery.

Directed full journey operations within Liberty Mutual Benefits, a startup focusing on group/employer benefits within Commercial Insurance. Conceptualized immediate and long-range needs of the portfolio, negotiated project objectives and direction with senior leadership, managed the cadence and capacity to execute on strategic deliverables and leveraged varying methodologies (SAFe and Waterfall). Pioneered and presented executive portfolio status and dashboard reporting within a data visualization tool.

Responsible for the Life Company portfolio (business and technical) to support strategic and tactical objectives, inclusive of project delivery, customer journey design, commercialization, dashboard reporting and senior leadership engagement. Accurately reported project status, prioritized escalation points and managed project resources. Administered annual planning to identify and align portfolio budget and strategy. Developed metrics and monitored tools to evaluate the performance of program. Facilitated talent development initiatives for the teams to enable speed to market and employee efficiencies.

Primary resource for numerous firm-wide projects within the Corporate Strategy and Planning organization. Tasks included process improvement, scope definition/approval, planning, strategy adherence, executive communication, implementation, and control. Presented self-discovered analysis and solutions to leadership for optimized and streamlined operations.

Accountable for the operations, marketing, infrastructure and financial oversight of the non-profit school for a 3-year term.

Led multiple departments and staff across three offices (Boston, New York & New Jersey), approximately forty employees. Tasks included strategic planning, business/spend analytics, operational excellence, vendor management, budget adherence, process improvements, objective achievement, and project management for the Partners. Pioneered and drove a firm-wide cost efficiency review resulting in $15M in annualized savings.

Managed the Financial & Project Management departments, staff, and objectives. Functional priorities included budget planning & analysis, vendor review, monthly management reporting, tactical and strategic project management, and department financial reconciliation.

Delivered firmwide projects from concept to completion. Collaborated with the senior team and Partners on objective planning and execution of those prioritized objectives. Communicated with all stakeholders and leveraged internal and external business relationships which drove the successful completion of all initiatives.