Provide organizational leadership tasked with developing necessary tax jurisdiction relationships to gather agency requirements and coordinate the acquisition, conversion and load of property assessor, tax billing and delinquency automated data to support tax line identification, reporting and analysis for best in class tax service vendor.

Led business operations efforts for 6,000 person Enterprise Shared Services (ESS) organization. Highlights include:• Responsible for the accurate and effective ESS executive-level storytelling. Introduced the Business Ops Hub, an online landing zone for information sharing and collaboration that supported the delivery of a single source of truth for reporting to external parties.• Upgraded the organization’s use of performance metrics through the use of statistical process controls, effective visual indicators and structured validation and review routines. This resulted in more reliable measurement of business processes and targeted focus on areas that merit additional attention.• Coordinated business support programs using a matrix approach that included: a) staffing and location strategies that aligned to operational and organizational health considerations, b) employee development and satisfaction programs that drove increased engagement by employees, and c) control programs that assessed and maintained compliance against bank and regulatory defined guidelines such as records management, customer privacy and information security.

Responsible for delivering operational support programs to Default Servicing Case Management and Enterprise Complaint Resolution organizations. Highlights include:• Established Performance Management team that developed source system integration, data control processes and web based performance scorecards covering incentive plans for 19 distinct roles.• Implemented line of business change management processes, including problem statement intake, subject matter expert assignment, desktop procedure and employee readiness functions.• Managed delivery of various process modifications. One example reduced process steps while remaining compliant with Treasury Department HAMP Reasonable Effort processing requirements. Another successfully closed OCC metric gaps related to caseload sizes and processing of activities within service levels.

Responsible for leading data driven performance assessment and improvement for Balboa Insurance Tracking, an industry leader in the provision of risk management and loss mitigation solutions to financial institutions. • Provided continuous improvement analysis and project management obtaining 115% return on investment and addressing numerous customer experience opportunities. One example was continuous carrier migration data analysis support leading to realization of over $5MM in incremental retained premium.• Designed and led implementation of reporting tools and processes including web-based Activity Based Costing and Scorecards and automated capacity management forecasting.• Instituted a holistic Quality Control and Quality Assurance program that drove best-in-class quality performance. Developed illogical conditions reporting for key clients. • Oversaw an upgrade in Learning and Development capabilities for the organization.

Provided process improvement and project management expertise to organizations in a variety of industries.

Managed Account Managers and corporate projects to drive the achievement of operational results for provider of temporary laboratory and healthcare knowledge workers with annual revenues of $200MM.

Managed new service development process and marketing programs for security services provider with annual revenues of $1 billion in support of the company’s field sales and operations organization.