Michael J. Meyer

Dublin, OH ***** (c) 614-***-**** adwsut@r.postjobfree.com

LinkedIn: https://www.linkedin.com/in/michael-j-m-b623a79/

Top Performing OPEX, Customer Experience, PMO

Executive & Consultant

Results focused focused consultant, program / project manager, and executive with a strong track record and references. Builds strong relationships and works effectively at all organizational levels and across functional areas to obtain buy-in and implement positive change. Respected leader, consultant, speaker, educator, author, advisor, mentor, and trainer with a proven set of improvement tools and techniques including:

Program and Project Mgt. (PMO & IT)

Business / Digital Transformation

Vendor / Contract Management

Strategic Planning & Alignment

Customer Experience Mgt.

Operations Management / Improvement

Process Optimization / Automaton

Waterfall & Agile Methodologies

Contact Center Mgt. / WFM

Data / Financial Analysis

Balanced Scorecard / KPI’s

Business Requirements

Change Management

Microsoft Office 365

Lean / Six Sigma

Qualification Summary

Managed successful strategic operations and technology improvement programs and projects across 30+ insurance and financial services organizations resulting in several million $ in cost savings and revenue growth.

Strong expertise in Banking, Insurance, and Healthcare operations transformation and optimization.

Established and managed high-impact, enterprise level PMO’s and Robotic Process Automation Programs.

Expert at assessing and improving performance driver interrelationships and financial impacts: process, job design, structure, customer experience, technology, measures and rewards, leadership, and culture.

Highly skilled at quantifying business impacts, financial analysis, activity-based costing, vendor management.

Led operating model redesign and change management in conjunction with systems conversions.

Assessed IT organizations, redesigned service delivery models, managed system integrations.

Adjunct MBA faculty and course content developer for Operations & Project Management course.

Professional Chronicle

MJM BUSINESS ADVISORY SERVICES LLC – Dublin, OH (3/23 – Present)

Fractional executive and management consulting practice emphasizing strategic planning, business transformation, operational excellence, customer experience management, program / project management.

GREATER NEW YORK MUTUAL INSURANCE COMPANY – New York, NY (www.gny.com) (1/17 – 12/22)

Regional commercial P&C carrier emphasizing property, liability, workers comp coverages in northeast U.S.

Vice President Customer Experience and Operational Excellence, COO equivalent role responsible for managing CXOE team, establishing PMO, and guiding portfolio 70+ CX and OPEX programs and projects.

Worked with vendors and IT staff to govern utilization of tools such as MS Office 365, SharePoint, Image Right, UiPath RPA, Salesforce, Smartsheet, Tableau, Power Bi, GitHub, Zendesk, and Survey Monkey.

Developed business cases and quantified post implementation impacts of initiatives in order to ensure ROI.

Led complete redesign of underwriting operating model which drove a 33% increase in DWP over two years.

Led development and execution of underwriter and underwriting assistant training programs.

Oversaw development and execution of company-wide intranet implementation program (MS SharePoint).

Implemented a UiPath Robotic Process Automation program by working with business areas, IT, and vendors.

Led several successful automation initiatives including policy renewals and claim reporting processes.

Sold broker community on increasing portal use for claim submissions by 60% to leverage automation.

Redesigned claims support functions, processes, and structure to enable efficient and effective workflow.

Established customer experience management program including internal customer experience awareness training, customer touchpoint identification and journey mapping, and customer feedback process.

THE NOLAN COMPANY, MANAGEMENT CONSULTANTS (www.renolan.com) (2/08 – 1/17, 10/87 – 9/02)

40+ year operations and technology consulting firm specializing in insurance, health care, and financial services.

Principal Consultant & Senior Consultant responsible for engagement management, delivery, mentoring new consultants, and business development.

Facilitated business transformation on successful policy administration system selection and implementation.

Redesigned $35 million captive agency bonus program & KPI’s, which drove significant premium growth.

Redesigned commercial lines underwriting operations across 7 regional service centers ($2 mil. savings).

Developed business case for in-house vs. outsourcing of annuity operations and systems ($30 mil. savings).

Comprehensive operations review for COO of growing, government sponsored TPA ($6 mil. savings).

Redesigned multi-location Medicare Part D call center and operations areas ($1.5 mil. savings).

Redesigned bank consumer lending, back-office operations, human resources, and collections ($5 mil. savings).

Identified $2 million in savings in overstaffed / understaffed offices (130 sales offices and 5 service centers).

Developed KPI’s and implemented a balanced scorecard incentive program for 130 administrative managers.

Identified significant savings/service improvement with effective staffing/scheduling 90+ bank branches.

Substantially improved growth, retention, costs, and technology optimization by overseeing 18-month project to assess and improve 38+ agencies. Evolved into basis for corporate consulting practice.

Pinpointed $1.7 million in projected growth capacity for Agency Services operations, training, and systems by implementing new process, job, and organizational design concept.

Guided seven regional service center personal and commercial lines redesign projects to major improvements in underwriting, service, process, expense, and agent relationships (30% capacity increase).

Saved $1 million in expenses through Retirement Solutions payroll contribution process redesign.

Utilized a model office pilot approach to identify and achieve $6 million+ savings potential with conversion to fully integrated, multi-product managed care system including front-end data capture with OCR.

Through interim management role, identified $4.5 million in Customer Service / Call Center Operations savings through reducing non-value-added calls, backlog reduction, and various productivity improvements.

HUNTINGTON BANCSHARES INC. – Columbus, OH (www.huntington.com) (9/02 – 1/08)

Regional bank holding company with Commercial, Consumer, and Business Banking segments.

Vice President Change Management Office and Vice President Corporate Finance responsible for establishing change management office and profitability improvement across the organization.

Developed strategic vision and office charter for change management office including guiding principles, critical success factors, and approach, documentation, and change management frameworks.

Launched enterprise level CMO and led multiple profitability / efficiency ratio improvement initiatives.

Completed review and developed approved improvement recommendations for capital budgeting process.

Program manager and executive team lead for loan operations redesign and systems consolidation.

Completed training and implemented a QA / Lean program in the Private Financial Group line of business.

Directed participation in Nolan Bank Performance Study and led various related improvement initiatives.

Facilitated team of CEO direct reports in an enterprise-wide expense reduction effort of $15 million.

Served as project manager for Commercial Banking End-to-End redesign project, which resulted in significant cost avoidance and revenue growth across regions.

Developed staffing models across operations areas which resulted in a 30% reduction in unit cost.

Managed design and rebuilding of the activity-based costing (ABC) information system emphasizing multi-dimensional profitability views (product, customer, LOB) and effective use of data for improvement.

Education and Additional Accomplishments

MBA, Xavier University, Cincinnati, OH (MIS, Controllership, Quantitative Methods, Executive Practices)

B.S. Business, University of Toledo, Toledo, OH (Management, Organizational Psychology, Marketing)

IQPC OPEX in Financial Services Advisory Board Member & Keynote Speaker (Apr 2018 – Present)

Certified Adjunct MBA Faculty and Course Content Developer, Franklin University, Columbus, OH (2010 – 2012)

oOperations Management, Process Improvement, Project Management, Lean / Six Sigma, Logistics Mgt.

Board of Trustees, Columbus Chapter Communities in Schools non-profit (2007 – 2015)

Nolan Consulting Excellence Awards Received: Navy Seal, Consultant of the Year, Top Team (3), Can Do (2), Gibraltar, Entrepreneurial Spirit, Summit, Client’s Choice (2), In Demand

Michael J. Meyer

List of Clients / Organizations Served

Healthcare / Health Insurance:

LISI, San Mateo, CA (Broker)

Emergency Medicine Physicians, Canton, OH

TMG Health / HCSC (Now Cognizant), King of Prussia, PA (multiple engagements ~ 1.5 years)

Humana, Louisville, KY

Universal American / CVS Caremark, Solon, OH (multiple engagements)

CareSource, Dayton, OH

Anthem / Associated Group BCBS, Indianapolis, IN (multiple engagements ~ 2 years)

CareFirst Blue Cross Blue Shield, Baltimore, MD & D.C (multiple engagements ~ 2 years)

Trigon Blue Cross Blue Shield, Richmond, VA (multiple engagements)

Blue Cross Blue Shield of Georgia, Columbus / Atlanta, GA

Blue Cross Blue Shield of Michigan, Southfield, MI

Blue Cross Blue Shield of Virginia, Roanoke, VA

Medical Mutual, Cleveland, OH (multiple engagements ~1.5 years)

Blue Cross Blue Shield of Louisiana, Baton Rouge, LA

Community Mutual Blue Shield

Property & Casualty Insurance (Commercial and Personal Lines):

Farmers Insurance, Los Angeles, CA

American Family Insurance, Madison, WI

Nationwide Insurance, Columbus, OH (multiple engagements ~ 5 years)

Nationwide Services Company (NSC), Columbus, OH

Grange Mutual Insurance Company, Columbus, OH

Caterpillar Insurance, Nashville, TN

Hylant, Columbus, OH (Broker)

Citizens Insurance, Howell, MI

AIG Marketing Inc., Wilmington DE

Greater New York Insurance, New York, NY

Life Insurance / Annuities:

New York Life, New York, NY (multiple engagements ~ 1.5 years)

Nationwide Financial, Columbus, OH (multiple engagements ~ 2 years)

Nationwide National Deferred Compensation, Columbus, OH

UNUM, Chattanooga, TN

AXA Equitable, New York, NY

Lincoln National Life, Pleasanton, CA, Ft. Wayne, IN

American Security Group, Atlanta, GA

United Founders Life Insurance, Oklahoma City, OK

Banking / Financial Services:

Huntington Bancshares, Inc., Columbus, OH

First Commonwealth Financial, Indiana, PA (multiple engagements ~ 1 year)

Lincoln Financial, Fort Wayne, IN

American Express, Chicago, IL

First of America Bank, Bay City, MI

Eastern Bank, Lynn, MA

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