Business Process Improvement Manager

UNIQUA L. SMITH(MAYO)

Manchester, CT ***** 860-***-**** ***********@*****.*** www.linkedin.com/in/UniquaSmith2020 Experienced Professional

Enthusiastic, authentic, results driven professional with a breadth of knowledge and expertise, leading various teams through multi-phased transformational change initiatives within the healthcare and financial service industries. In depth experience leading, planning, implementing, and evaluating, processes and management systems that serve as the foundational mechanism of a continuous improvement culture, across a wide range of organizations. Adept at negotiating and persuading at all decision-making levels. Dedicated to managing the flow of the workplace and optimizing day-to-day activities. Over 10 Years of Experience in Business Planning & Strategy and over twenty years of strong experience in the insurance, financial and healthcare industry.

Skills

● Project and Program

Management

● DMAIC Problem Solving

● Six Sigma Green Belt Trained

● Leadership

● Strategic Planning

● SharePoint

● Customer satisfaction

● Cross-functional Team Leadership

● Change Management

● Business Operations Management

● Performance and Process Improvement

● Relationship Management

Leadership

• Led multi levels of management and associates, through the application of change management methodologies and techniques, including the application of key leadership principles and behaviors that increase employee morale and commitment when faced with change, thus creating high performing teams through enablement and trust.

• Led employee engagement initiative, focus groups, ABX Distinction Awards and Change Management Assessment.

• Led multiple end- to- end Kaizen events through Value Stream (VSM) facilitation within the HR (Employee Moments that matter and Onboarding, and internal ABX organization focusing on end- to- end processes that resulted in substantial process improvements that contributed to the achievement of departmental financial targets. Education

Bachelor of Science: Human Services Springfield College 05/2014 Springfield, MA

Master of Science: Business Management University of Saint Joseph 05/2016 West Hartford, CT

Health Care Systems Certification University of

Saint Joseph

12/2015

West Hartford, CT

Lean Six Sigma- Yellow Belt

Certification Aetna University

03/2015

Hartford, CT

Experience

HR Business Process Improvement Manager 02/2022 to Present Avantor Sciences Radnor, Pa (Remote)

● Evaluate existing business processes and restructure or build out new processes associated with system and organization changes

● Ensure all areas of HR receive training on new and updated business processes

● Track HRs COE projects through biweekly cadence and tracking

● Determine and outline process improvements as provided through VOC engagement

● Coordinate business process improvement strategies with internal stakeholders

● Oversee all aspects related to the implementation stages of business process improvement initiatives

● Analyze and monitoring implemented changes to business processes and adjusting as needed

● Guide and supervise personnel who were assigned specific tasks

● Perform ongoing analyses on processes related to productivity, quality, costs, and time management

● Present progress reports and integrating feedback to the HRLT

● Perform Gemba virtual/in person sessions to assess organizational training needs in Business areas

● Lead sessions w/ stakeholders to identify critical pain points Organizational Effectiveness Consultant 06/2021 to 02/2022 Slalom Consulting Hartford, CT (Remote)

● Partnered w/ client’s business area to design effective organizational change, learning, organization design, communication and/or talent management programs to drive business benefits

● Performed Gemba virtual sessions to assess organizational training needs in Business areas

● Lead sessions w/ stakeholders to identify critical pain points

● Created detailed implementation plans which provided risk assessments and business impact rating identified within processes

● Mentored clients, work on projects independently, participate as a team member, and/or lead teams of consultants and/or clients to successful project delivery

● Worked in multiple disciplines across industries and build client knowledge and credibility quickly (projects vary in length, lasting anywhere from a few weeks to several months)

● Designed and conduct readiness assessments, evaluate results and present findings in a logical and easy-to-understand manner

● Supported the execution of plans by employee-facing managers and business leaders

● Created and manage measurement systems to track adoption, utilization, and proficiency of individual changes

● Identified resistance and performance gaps, and work to develop and implement corrective actions

● Worked with project teams to integrate change management activities into overall project plans

● Managed engagements through handover/knowledge transfer process.

● Collaborated w/ clients to create high level detailed standard work use cases identified Senior Business Consultant / C.I. Practitioner 03/2017 to 01/2020 AETNA, Achieving Business Excellence (ABX) Hartford, CT(Hybrid)

● Proactively identified opportunities for improvement and independently influences business leader(s) to act or change behavior through negotiations and/or consultation that promotes issue resolution

● Partnered with business and leadership teams as a trusted advisor to drive strategic initiatives across the enterprise leveraging Six Sigma DMAIC, Lean, Agile, Scrum and Project Management methodologies and tools

● Guided engagement using a disciplined repeatable methodology; Designed, developed interventions, and facilitated work sessions; developed and delivered all required analysis, reporting and presentation materials

● Facilitated diverse internal and external networks, as appropriate, for data gathering and best practice identification

● Leveraged internal and external networking to drive optimal initiative results and knowledge/best practice transfer

● Developed and implemented across numerous business transformations to achieve operational excellence, employee engagement, cost reduction and customer satisfaction

● Researched and analyzed industry best practices and identified best in class" practices

● Ensured all regulatory and compliance measures are met within global guidelines when designing and implementing change

● Collaborated with other Six Sigma professionals to assess opportunities to gain synergies across initiatives; developed content strategy aligned with strategic department goals Business Consultant/ C.I. Practitioner 03/2015 to 03/2017 AETNA, Achieving Business Excellence (ABX) Hartford, CT (Hybrid)

● Assisted, developed, and deployed critical elements of a lean operating system across the organization

● Developed and implemented across numerous business transformations to achieve operational excellence, employee engagement, cost reduction and customer satisfaction

● Partnered with Senior Business Consultants to develop business centric focus within specific areas of the company; developed financial models, and creative solutions that enhance constituent satisfaction

● Trained employees on the lean tools and leads / facilitate Kaizen improvement activities

● Developed metrics and tracking mechanisms designed to update management and employees and measure progress against objectives

● Researched and analyzed industry best practices and identifies best in class" practices

● Ensured all regulatory and compliance measures are met within global guidelines when designing and implementing change Executive Assistant/Program Manager 03/2014 to 03/2015 AETNA, Planning Performance Risk Management (PPRM) Hartford, CT (Onsite)

● Coordinated Enterprise meetings for the Executive Committee and Business Leaders

● Supported internal initiatives including developing and monitoring department budget and expense processing

● Processed new hire onboarding & off boarding requests (e.g., Order laptops, submit requests for creation of A/NID's, Removal of equipment, Transfer of Licenses, and Laptops etc.)

● Coordinated Lean & Six Sigma & Value Stream Mapping Trainings

● Created Procurement-related items (e.g., SCARFs, Statements of Work, Purchase Orders & Amendments for non-catalog items, Process Invoices as needed)

● Administrator for Diligent Board Books

● Lead special projects (e.g., Community volunteer initiatives and event planning, etc.)

● Processed payroll invoices for offshore procurement staff

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