Experience

• 

  Csaa insurance group, a aaa insurer

  Jan 1999 - now

  Promoted to provide strategic leadership of 24/7 batch operations service delivery, supporting user base of 3K employees across multiple locations. Hold direct accountability for the management of 3K organizational files, as well as driving the development and implementation of processes and procedures to support service delivery. Oversee the planning of batch operations projects, working with leadership and vendor partners to coordinate resources and project requirements. Build, develop and lead a team of up to 33 onshore and offshore employees/contractors. Establish partnerships with technical and business teams to drive collaboration across all functions. Orchestrated the migration of 3K organization files, leading a team of global resources through the process while mitigating disruption of 24/7 service delivery and support. Established a culture of growth and performance through the ongoing delivery of coaching and mentoring. Conducted assessments of existing batch operations and introduced process improvements to drive cost savings. Spearheaded a large-scale transformation initiative, driving the introduction of numerous automated processes; resulted in reduction of headcount from 33 to 18 and a $1.5M annual cost savings. Selected by VP to partner with Senior IT Manager of Applications on the development of strategies for driving collaboration across both teams, which resulted in a cohesive IT Operations organization. Show less Selected to lead the introduction and ongoing management of Problem Management and Incident Management processes. Built and led team of 5 cross-functional IT resources on the optimization of processes to ensure the effective and timely resolution of technical issues across the CSAA organization. Partnered with leadership on the design and rollout of new processes, ensuring the continuous improvement of IT operations. Developed and rolled out a comprehensive Problem Management process, overseeing the full ground-up build out of the process, including achievement targets, underpinning tool functionality and continuous improvement assessment. Established and tracked key performance indicators (KPIs) and integrated incident and change activities, problem review panels and targeted task assignments, resulting in 74% improvement of on-time root cause discovery. Spearheaded the creation of a formal Major Incident Review Process, including Tiger Team engagement, standardized reporting and problem-based root cause assessment triggers; process was adopted across the organization and established as an IT standard model. Led the introduction of Tableau to manage reporting and KPI tracking; software was adopted across the enterprise. Took over an underperforming reporting initiative, driving turnaround management to restore it to organizational standards. Re-evaluated project requirements, scope and tool selection; led the infrastructure build and rollout, as well as the training of staff on the reporting process, which enabled 70 executive reports to be completed on-time. Introduced an enhanced monthly Service Quality Index reflecting core service availability and the impact of system outages on business functions. Introduced improvements based on key results, which resulted in enhanced system operations and heightened awareness of business disruption impacts. Show less

  • Senior Manager – IT Batch Operations

    Jan 2014 - now

  • IT Operations Manager – Incident/Problem Management

    Jan 2008 - Jan 2014

  • Help Desk Supervisor

    Jan 2006 - Jan 2008

  • IT Account Manager/IT Analyst

    Jan 1999 - Jan 2006