Program Manager

Global Operations Program Management Executive

Strategic Planning and Implementation ~ Conflict Resolution ~ Performance Improvement

Process Optimization ~ Contract Negotiation ~ Business Development

QUALIFICATIONS PROFILE

Innovative, goal-oriented, and performance-focused professional, with extensive experience in project management and global operations. Effective leader, with adeptness at overseeing virtual teams.

PROFESSIONAL EXPERIENCE

Allianz Global Corporate and Speciality § Gallatin, TN

Global Head of Operations Governance 2015–Present

Direct 23 full-time equivalent (FTE) employees based in multiple countries

Deliver business process and system expertise in designing and implementing global projects affecting operations

Oversee strategic projects as business owner and lead to implement new underwriting and policy administration systems to booking and billing systems

Perform assessment and enhancement of Operations processes, while collaborating with Underwriting, Claims, Finance, and Product Teams to guarantee alignment with global standards

Work closely with operations leadership to determine targets for offshoring while partnering with the offshore vendor regarding transition timelines and successful execution of transition through system and process expertise and training

Play a vital role in conceptualizing global data quality framework and IT application for insurance operations centers, as well as developing key performance indicator reporting for individual and global levels, in compliance with internal audit and Internal Controls Over Financial Reporting (ICOFR) requirements

Document Management Program Manager 2011–2015

Held full responsibility in overseeing projects, document records retention, process re-engineering, budgeting, and forecasting

Spearheaded all aspects of projects which included operations integration for mergers and acquisitions (M&A) activities; global electronic document management; SharePoint migration; and system implementation and upgrades

Steered efforts in creating and implementing the FileNet system as well as initiating new lines of business into paperless-processing environment

Managed daily activities for a team consisting of 26 offshore staff aiding document ingestion

Led a cross-functional team in interacting with business leads to establish requirements, enhance existing processes, and drive technology and vendor solutions reaching current and future business needs

Carried out key functions such as budget control for system upgrades and enhancements; oversight for offshore support team; and administration for new users and processes implementation

Succeeded in executing record retention initiatives and operations projects as the operations governance manager

Fireman’s Fund Insurance Company § Gloucester, VA

Program Manager 2005–2011

Fulfilled various tasks including providing solutions for workflow needs and problems; handling impact analysis; dealing with budgeting and forecasting, as well as capacity management; and organizing management reporting

Led successful completion of multimillion-dollar enterprise project implementing an electronic document management process and system (FileNet) through expert leadership of the cross-functional team.

Assumed accountability for the following initiatives:

oManagement of all aspects of vendor relationships which included contract negotiations;

oPartnership with business leads to determine business requirements;

oCreation of long-term strategic vision for platform use;

oExecution of process gap analysis to classify pain points and risks and develop solutions; and

oReorganization of change management structure and training to support user adoption, system capabilities, and infrastructure modernization

Headed multiple projects to deal with quality assurance and controls, capacity management, process workflows, and work transitions among eight customer service processing centers

Drove efforts in formulating contingency plans that improved productivity and service timeliness while sustaining strong quality results during a time of over 20% attrition

Successfully boosted nationwide service results by over 3% in every service level category; and brought two processing regions from below to above average in attaining set goals

EARLIER CAREER

Tech Data Corporation § Clearwater, FL

Product Marketing Manager

Business Manager, HP/Compaq Strategic Business Unit

Manager, Product Marketing Operations

EDUCATION

Master of Accountancy

Graduated summa cum laude

University of South Florida Tampa, FL

Bachelor of Arts in Business

Graduated summa cum laude

University of South Florida Tampa, FL

CERTIFICATION

Operational Excellence (OpEx) Lean Six Sigma

Blue Belt Black Belt

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