Robert G Zerafa Email & Phone Number

New York, Ny, Us

Pembroke, Bermuda, Bm

Warren, New Jersey, Us

As EVP, Chief Operating Officer, I was responsible for daily operations and functional teams including claims, information technology, and program management for property and casualty insurance group consisting of multiple carriers with broad authorities for admitted and surplus lines business.

Boston, Ma, Us

Provide consulting to the insurance industry focusing on business process and technology improvements to drive sustainable change for a competitive advantage.My accomplishments include:► Claims organizational design and effective use of third-party administrators for a global Insurer. Improvements included Key Performance Indicators (KPIs) to baseline performance, a leading practice centralized request and response monitoring function, a more robust annual TPA contract maintenance program, and a defined vendor stewardship model.

New York, Ny, Us

As the chief operating officer of Lexington Insurance Group, I directed both a strategic transformation portfolio and daily business operations, leading initiatives that improved service delivery, reduced costs, and limited risk.My accomplishments include:► Developing and delivering the company’s first true service delivery metrics by product and geography to improve value to customer, drive strategic priorities, and achieve performance goals ► Reducing customer data ingestion time by 20% with no staffing increase through automation and process improvements.► Navigating the organization through a transition from B2C to B2B focus by partnering with the executive team to define and align product priorities.► Minimizing the impact of reorganization and high turnover on customer satisfaction and revenue by replacing a local documentation solution with a centralized cloud-based solution.► Building a new staffing model aligned with business needs, including new roles, responsibilities, and target staffing requirements.

New York, Ny, Us

Leading operational controls across a global enterprise, I integrated and standardized operational risk management, including quality assurance and business continuity. My accomplishments include:► Reducing open compliance action items by 50%+ by redesigning processes to prioritize, evaluate, and review with action owners.► Overhauling external compliance processes to address a significant backlog, ultimately reducing active open aging items and slashing turnaround from 60+ days to seven days.► Transforming and leading Global Vendor Governance and Licensing Compliance functions.

New York, Ny, Us

As the chief operations officer and senior executive contact for clients, strategic partners, and external agencies, I implemented operational strategies across the US, Canada, and Latin America to support AIG’s global operations and transformation agenda, corporate goals, and regulatory requirements.My accomplishments include:► Cultivating a culture of collaboration and strengthening employee engagement in transformation initiatives by developing and sponsoring employee forums throughout the region.► Partnering with distribution and strategic partners to improve operating efficiencies.► Chairing the Work and Resource Prioritization Governance Committee.

New York, Ny, Us

Leading a 40-person organization across multiple lines of business and geographies, I standardized the operations delivery model and built core transformation capabilities and programs spanning strategy development, process excellence, governance, analytics, and shared services.My accomplishments include:► Improving workforce planning by leading the development of Target Operating Models.► Consolidating systems, designing workflows, and implementing shared services to standardize and reduce processing times.► Increasing account retention by developing and deploying quantitative tools to measure account quality.► Chairing the Operational Risk Management and Human Capital Management programs.

New York, Ny, Us

I directed the Program Office team and support resources to drive strategic alignment across corporate and business unit clients.My accomplishments include:► Building a global business case for a $475M program with projected run-rate savings of 20% of global functional spend.► Chairing global Steering Committees and influencing strategy across APAC, Americas, and Europe.

New York, Ny, Us

I drove enterprise-wide savings and supported corporate M&A activities by developing and implementing strategies, governance models, and shared services plans among providers, deal and legal teams, and divested business.My accomplishments include:► Spearheading Transition Services Agreements across 46 deals with ~574 total services and ~$16M total fees.►Delivering estimated annual consolidation savings of $11M by developing a centralized model for the internal print facility.► Expediting outbound mail processing while reducing costs by 7% by developing and negotiating firm-wide common services agreements.► Cutting document destruction costs by 22% while improving security and compliance by redesigning processes.

Worldwide, Oo

I identified and resolved choke points to streamline clients’ operations, researching best practices to develop competitive proposals, compiling and presenting findings and recommendations, and managing clients, core teams, and work plans to meet critical milestones and engagement terms.

Chicago, Il, Us

I led financial upgrades and implementations for the Retail, Healthcare, Marketing Consulting and Manufacturing industries.I drove visioning sessions with steering committee and selected end-users to assess current state of operations.I analyzed and documented current state assessment, functionality, new features, recommendations, optimizations and research findings to build roadmap for change success.I detailed and presented system differences, designed system tests and developed detailed training materials for and conducted all end-user training.

Boston, Ma, Us

I developed statistical and analytical tools to monitor logic and processing of data from acquired company to identify, quantify and eventually remove defects for data conversion.I executed adjustments to the general ledger and regulatory files as a result of work on the general ledger account reconciliation/parallel testing.I maintained testing updates for Team and enabled communication between all relevant business units as well as internal & external auditors and market financial managers.

New York, Ny, Us

I reconciled and managed a large institutional client base.

Mba, Finance

Bs, Ceramic Engineering, Mathematics

Education record