Leading a team focused on developing consistent processes and procedures and driving operational efficiency across the organization through managing enterprise-level initiatives.

Provide project management and change management support, facilitate communication, address midlevel and executive questions and concerns, and maintain deadlines, well-versed in leveraging cross-functional teams to complete projects. KEY ACHIEVEMENTS★ Leading a cross-functional team on a $50 million dollar Securities and Exchange Commission remediation project impacting 1.4 million clients. ★ Facilitate meetings with key leaders and collaborate with project teams to ensure timely decision-making and effective communication between project stakeholders at all levels.★ Record project details such as task progress, resource costs and allotted budgets to analyze performance, generate dashboards for executive management to keep them abreast of project status and health. ★ Prioritize sequential and concurrent task to effectively manage project deliverables, while also prioritizing resource allocation.★ Effective at identifying problems, identifying potential solutions, evaluating options, and collaborating with the team and then selecting and implementing the best solution.★ Collaborate cross-functionally with stakeholders in Operations, IT, Communication, Legal, Procurement, Finance, and other departments to facilitate seamless execution of task while proactively identifying and resolving barriers to program implementation.

Provide thought leadership and business support to the Chief Diversity Officer (CDO) and Taskforce on strategic/tactical planning, operational alignment, and corporate communications relating to all Diversity, Equity, and Inclusion (DEI) initiatives. KEY ACHIEVEMENTS★ Supported the CDO in managing 2 direct reports and 12 indirect reports distributed across multiple locations, with accountability for all financial and operational management of the CDO Office (including budget development and document/contract management).★ Coordinate and communicate closely with the CDO, Taskforce, and Product Owners to provide strategic advisory and technical implementation support for key business initiatives in line with established goals/ and evolving market/technology trends. ★ Lead all data analytics and reporting in relation to business performance, including creating and updating OKR dashboards, preparing briefs for the CDO’s day-to-day activities, and supporting quarterly and monthly business area operating reviews. ★ Collaborate cross-functionally with stakeholders in Marketing, Communication, Legal, Procurement, and other departments to facilitate seamless execution of Taskforce programs while proactively identifying and resolving barriers to program implementation.

Served as a force-multiplier and trusted advisor to the Chief Accounting Officer (CAO), with responsibility for supporting process improvements, audit and compliance initiatives, hiring and training programs, and a major business relocation effort.KEY ACHIEVEMENTS★ Assisted the CAO in overseeing a team of 9 direct reports and 146 indirect reports across 4 locations, including liaising daily with onshore and offshore teams to monitor the status of CAO Office projects and drive appropriate adjustments/resource reallocations.★ Partnered closely with multiple internal business stakeholders and served on key corporate leadership bodies/forums on behalf of the CAO, including:o Serving as Auditor Relationship Manager, including attending leadership meetings and serving as escalations point of contact.o Representing the CAO on the Site Leadership Council, talent acquisition meetings, and employee relations initiatives.o Acting as point person for the business relocation, with oversight of spacing, inventory, offsite storage, and staff communications.★ Collaborated on the preparation of all financial presentations for senior Board meetings, monthly and quarterly business reviews, and Board documentation regarding the S-1 filing prior to the company’s IPO. ★ Built and maintained a robust, compliant finance and accounting operational infrastructure, including managing and completing the entire financial close processes for GAAP and STAT by the relevant quarterly and annual target dates.★ Guided hiring, training, and mentoring of personnel for the finance and accounting function, serving as a mentor to Summer Interns and managing all hiring during the transition from IFRS to US GAAP reporting.

Played a critical leadership role, spanning process design and reengineering, program management, product development, and performance management within Life Operations to build a customer-centric, continuous improvement organization. KEY ACHIEVEMENTS★ Delivered strategic direction and leadership to a 15-member team on executing enterprise-wide process improvement and remediation projects to streamline the updating and correcting of client/agent policies.★ Planned and executed multiple remediation initiatives, including Joint Owner Remediation, Customer Due Diligence, OPEX-NOC Transformation, Enterprise Data Quality, and the $7M, 7-phase Premium Effective Date project.★ Defined and established comprehensive project plans (covering vision, goals and KPIs, budgets and resource allocations, and compliance/risk mitigation frameworks) to enable seamless implementation and tracking of process changes/improvements.★ Conducted reviews and approvals of proposed process changes in addition to performing regular evaluations of department performance and delivering updates to Life Operations leadership and agents on project progress.★ Partnered with the Legal team and external partners on coordinating all mass mailings in relation to policy corrections, managing all hiring, training, and performance management of onshore/offshore teams.

Spearheaded operations/workflow streamlining and professional development initiatives to optimize service delivery, maximize team productivity, and drive consistent improvements in revenue and customer satisfaction. KEY ACHIEVEMENTS★ Guided and supported a team of service delivery coordinators managing both long-haul and short-term circuits to provide secure, high-quality connectivity to customers in line with all service-level agreements (SLAs).★ Engaged with multiple stakeholders (including carriers, vendors, and internal departments) to establish connections and drive continuous improvement in connection quality and customer service. ★ Trained, mentored, and coached teams to build a performance-driven, customer-centric organizational culture that met all SLAs, resolving escalated issues promptly, functioning as a critical growth driver.

Strategized and implemented technology implementation and process improvement initiatives to facilitate efficient subpoena administration and adherence to the Communications and Law Enforcement Act (CALEA) in line with FTC standards. KEY ACHIEVEMENTS★ Worked closely with Legal and Corporate Security stakeholders to proactively identify red flags/potential frauds, in addition to managing escalated issues and day-to-day administrative operations of subpoena compliance. ★ Devised and implemented an order review process to support loss prevention and eliminate suspicious charges while managing the onboarding of a new fraud platform.