I build transformation capabilities that turn strategy into measurable business value.

Built and led the enterprise Process Improvement and Process Design organization across Membership, Enrollment & Billing, Claims, Provider Data Management & Experience, and Configuration.

Selected outcomes

• Produced about $54M in Finance-validated benefits: roughly $14M in 2024, $22M in 2025 and $18M through September 2026.
• Designed and installed one management system for the portfolio: standardized intake, business cases, scoring on financial merit, strategic alignment and execution readiness, resource allocation, tollgates and benefit validation, with weekly VP-level review.
• Cut large-initiative cycle time from more than 18 months to under nine, and held on-time delivery above 80%.
• Governed 27 active initiatives, about 18 projects a year, and a 33-opportunity pipeline. More than 20% of ideas failed initial scoring, which kept capacity on the highest-value work.
• Led six direct reports and a fully remote organization of 60+. Developed four leaders through seven promotions and prepared two potential successors for the Senior Director role.

Executive impact. A scalable Operational Excellence capability that connected enterprise strategy, prioritization, resource allocation, execution governance and measurable financial value.

Led the operating model and governance for a Repeat Issue Intelligence capability that finds recurring provider issues, speeds root-cause analysis and prevents systemic problems before they repeat.

Selected outcomes

• Deployed across 15 of 33 health plans, combining internally developed AI language-learning capabilities with a ServiceNow scoped application.
• Governed the work across seven functions: Provider Experience, Health Plan Operations, Claims, IMRO, Process Improvement, Data Analytics and IT.
• Reduced recurring global and systemic issues identified by the model by more than 17%.
• Enabled a 45% reduction or reallocation of Provider Experience resources in participating plans, and surfaced 16+ additional improvement opportunities.

"I approach AI and automation as enablers of business transformation, not standalone technology projects. The goal is to make operational problems visible earlier, improve decision quality, reduce recurring issues and deliver measurable enterprise value."

Executive impact. Provider issue management moved from fragmented, reactive case handling to enterprise-wide issue intelligence and proactive root-cause prevention.

Led significant parts of the Countrywide transformation portfolio: process integration, operating-model redesign, risk mitigation, change management and governance.

Selected outcomes

• Delivered about $60M in revenue opportunities and cost savings, with Finance embedded in tollgate governance to validate benefits before work progressed.
• Led 70+ transition projects across Risk, Enterprise Operations, Global Wealth & Investment, Consumer & Small Business and Insurance.
• Managed a 45-person team of Master Black Belts, Black Belts, program managers and SMEs, with seven direct reports.
• Built a Six Sigma program that produced 93 Green Belt certifications.
• Selected afterward as Business Transformation Executive for Home Loans, leading a 15-member project management organization.

Executive impact. Complex integration requirements turned into governed execution, validated business value and lasting transformation capability.

Led design, validation and deployment of the Marsh Way Target Operating Model for brokerage placement, partnering with Cognizant on organization, roles, processes, workflows, technology and management routines.

Selected outcomes

• Stood up a representative Model Office to prove the future-state operation before wider deployment.
• Owned testing strategy, scenarios, resources and deployment-readiness decisions.
• Strong Model Office results moved the broader deployment ahead of schedule. Program benefits were validated by Finance.
• Directed change management, training, communications and adoption across the nine-office footprint.

Executive impact. A test-before-scale approach that reduced deployment risk and supported adoption across geographically distributed operations.