Business Operations and Change Management Leader
Resume:
Shelley Moman
Puyallup, WA *****
*******.*****@*****.*** www.linkedin.com/in/shelleymoman
Business Operations and Change Management Professional
Organizational Change Management Leadership
Portfolio Management Operational Strategy
Innovative and resourceful senior leader with expertise in developing and implementing strategic initiatives targeted at improving growth and profitability in a Fortune 100 company. Able to identify and implement strategies to improve operational efficiency, increase customer retention and strengthen employee engagement. Demonstrates strong strategic planning, communication, and decision-making skills along with the ability to successfully lead concurrent multi-million dollar projects. Manages and mentors staff with a focus on developing talent and encourages a team environment for high levels of employee confidence and engagement. Core competencies include:
Organizational Change Management
Strategic Planning
Operational Improvement
Lean and Six Sigma methodologies
Portfolio, Program and Project Management
Leadership and Leadership Development
Business Process Design
Talent Development
Relevant Professional History
Safeco Insurance Company, a Member of Liberty Mutual Group, Seattle, WA
Manager of Operations and Business Integration 2015-2018
Director of Special Projects 2013-2015
Leader of Special Projects 2010-2013
Senior Process and Project Distribution Analyst 2009-2010
Quality Assurance Specialist 2008-2009
Business Process Improvement Analyst 2007-2008
Strategy and Planning
Provided strategic oversight of all Liberty Mutual Distribution deployment activities for a $300 million technology implementation impacting 10,000 employees and 60,000 Independent Agents.
Negotiated projects’ objectives and directions with senior leadership across multiple departments, ensuring that business strategies and plans considered future needs and developments.
Provided strategic and operational oversight of key programs and cross-functional projects. Led a team handling a large portfolio of internal, cross-departmental, and corporate projects and initiatives of varied scope and duration. Generated multi-million dollar lift in both new business and policyholder retention.
Managed Instant Incentives program, implementing operational improvements resulting in a 17% lift in results over the control group.
Built and implemented internal audit processes to successfully manage discrepancies with agent licensing and new business.
Change Management
Created and led a Change Management Task Force that designed, built, and delivered leadership development activities, employee and agent training and communications, and organizational change management and business readiness strategies resulting in the successful deployment of a multi-million dollar technology implementation.
Developed short term and long term strategies to drive continuous improvement throughout the Safeco Distribution organization, resulting in improvements to staffing, role definition, and work processes. Provided the necessary resources, tools, communications, training, and reporting to ensure successful adoption of the changes by leadership and frontline employees.
Led the development and deployment of a Lean Management System (LMS) for Safeco Distribution by providing leadership on the application of LMS methodology and tools.
Managed the deployment of corporate-wide technology solutions to a sales staff of 300 and 10,000 agencies with 60,000 agency users. Developed and implemented change management strategies to ensure minimal disruption to business and rapid adoption of necessary changes.
Led mitigation teams for unplanned or urgent issues to handle field education and training, coordination of data requirements, creation of tools and resources and development and execution of plans for field and agent communication.
Talent Management
Managed, both directly and indirectly, a variety of groups ranging in size from fifteen to one hundred. Typical group makeup included directors of strategy and operations, product owners, senior analysts, project managers, subject matter experts and process improvement specialists.
Managed resource allocation, budget, capacity analysis and reporting for my department. Developed and implemented new tracking and reporting tools leading to efficiency gains across the organization.
Served as an assignment manager for key corporate development programs, providing coaching and development to several members of the programs over the past 5 years.
Consistently achieved high Employee Opinion Survey results with overall engagement exceeding that of the company overall.
Prior Relevant Experience
Safeco Insurance Company, a Member of Liberty Mutual Group, Spokane, WA (2002-2008)
Quality Assurance Specialist (2008-2009)
Business Process Improvement Analyst (2007-2008)
Claims Customer Care Unit Manager (2004-2007)
Claims Customer Care Professional (2002-2004)
Opportunity Presbyterian Church, Spokane, WA, (2000-2005)
Office Manager
Education and Certification
Bachelor of Arts, Foreign Language
Central Washington University, Cum Laude
Continuing Education – Computer Science & Network Engineering
Eastern WA University
Producer License 2009-Present
Washington State Property and Casualty Insurance
Volunteer Experience
Annual Participant on Medical/Dental Relief Teams
La Misión, Guatemala
ESL Program/Curriculum Developer and Teacher
Breakthrough Partners, Seattle, WA
Monthly Meal Provider
Crosswalk Teen Shelter, Spokane, WA
Contact this candidate