- Lead development and maintenance of enterprise-wide strategic initiatives.
- Analyze and document operational workflows to identify and address process weaknesses.
- Collect and validate data to support workflow recommendations.
- Develop business requirements for key projects in collaboration with Enterprise PMO.
- Measure and improve operational KPIs including NPS and First Call Resolution (FCR).
- Collaborate with cross-functional leadership and training teams to drive continuous improvement.
- Implement tools and procedures to track and measure operational performance.
- Manage stakeholder relationships across departments like Claims, Finance, and Client Management.
Project ManagementData AnalysisMicrosoft Office+2 more