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Summary
Senior HR Business Partner Executive with clear focus on meeting and exceeding organizational targets while achieving compliance and employee satisfaction. Driven to maximize resource utilization, build consensus, and boost performance and competitive growth. History of developing and executing strategies to attract, develop, engage, and retain strong and diverse talent.
Skills
Strategic Human Resource Planning
Recruiting & Onboarding
Talent Management
Compensation Strategies
Employee Learning & Development
Executive Coaching
Employee Relations & Engagement
Organizational Effectiveness
Business Relationship Management
Human Resources Information Systems (HRIS)
Experience
04/2019 to CurrentExecutive Director, Senior HR Business PartnerAmazon.Com, Inc. | Boston, MA,
Establish partnerships with senior client group leaders within Property & Casualty company (approx. 14,000 employees) by leveraging knowledge of business and its mission, culture, and talent needs to deliver impactful human resources solutions.
Develop and initiate global HR strategies, HRIS practices, and compensation and benefit practices to meet and exceed corporate and departmental goals.
Provide human capital expertise, including recruiting, employee retention, compensation & total rewards, performance/talent management to optimize organizational health and company achieve objectives.
Boosted staffing efficiencies by more than 10% within one year of third party contact center hiring program implementation.
Secured optimal productivity by leading cross-functional team of up to 75 HR employees across multiple disciplines - hr business partnerships, employee relations, staffing, talent management, learning, compensation, executive rewards, organizational health, and culture.
Drove changes to different areas of P&C Distribution operations to align division with HR strategies while continuously increasing or maintaining employee Net-Promoter scores; highest eNPS score across all lines of business.
Led successful team of HR Business Partners to diagnose potential personnel issues to create high-impact HR solutions to modernize approaches and reduce HR-related risks.
12/2014 to 04/2019Senior HR Business PartnerUniversal Health Services | Worcester, MA,
Strategic consultant and business partner for the Investment, Life Insurance, and Health Solutions distribution organizations encompassing over 2,500 employees geographically dispersed throughout the nation.
Developed holistic workforce strategies that align to the business initiatives critical to meet member needs leveraging key business performance indicators and people analytics.
Managed and effectively engaged key HR partners to deliver organizational designs, talent plans and change plans to support the transformational changes in the business.
Led Mergers & Acquisitions (M&A) transformation efforts for multiple initiatives including facilitating cross-functional teams through due diligence, reverse due diligence, transition support planning, integration planning, and conversion.
Partnered with employee relations and Ethics COEs for investigations into safety complaints, allegations of harassment and other employment issues.
Partnered to implement innovative employee incentive programs to increase staff productivity for highly technical roles, including Wealth Management advisors.
Increased employee base by 20% to meet changing staffing needs while maintaining better than industry employee turnover, less than 12%.
06/2011 to 12/2014Director of Risk ManagementUSAA, Federal Savings Bank | City, STATE,
Established the FSB Operational Risk Management Reporting & Affiliates function to provide oversight of key operational risk gap remediation plans, including routine executive and stakeholder communications and bank affiliates’ accountability awareness.
Created and implemented the innovative Project Oversight function to ensure risks were properly identified, assessed, and documented with mitigating controls put in place for bank-impacting change initiatives.
Evaluated accounting and financial reporting systems to assess quality, identify concerns and devise enhancement strategies, including ICFR protocols.
Successfully facilitated the 2011 FSB Regulatory Readiness initiative which identified, documented and validated critical risks, mitigating controls and developed & monitored key action plans for Credit Risk, Portfolio Management, Underwriting, Member Debt Solutions, Internal Controls and Operational Risk.
Developed and led various risk assessment projects to assess compliance with regulatory requirements, industry standards and operating procedures through collaboration with Compliance and Legal to have a unified approach.
Escalated identified risk issues, challenges and trends to senior management and delivered risk-related documents for audit and regulatory exams.
Monitored and credibly challenged first-line business units that conducted potentially risky operations and scrutinized risk decisions made.
Performed in-depth and comprehensive gap analyses to determine root cause of process gaps and regulatory compliance failures. Reported findings on risk exposures to senior executives and board of directors.
Implemented corporate risk taxonomy program by administering assessments, analyzing results while proposing and tracking risk treatment plans and creating educational programs.
05/2009 to 06/2011Operations Support DirectorUSAA Federal Savings Bank | City, STATE,
Established a successful quality execution program for the Member Debt Solutions department providing management and staff development solutions and quality assurance monitoring and assessments.
Launched first-line, business controls functional area to develop and implement risk management standards and guidelines for self-assessments, governance meetings, remediation strategies, dashboards and external & internal audits.
Implemented operational quality program with an independent assessment of quality and a coaching sustainment structure to measure compliance to stated policies and procedures to enable a 360-degree link between education and execution.
Approved operational policies, procedures and standards while continuously evaluating staff to measure the bank's collections and recovery programs' performance benchmarks.
06/2007 to 05/2009Enterprise Business DirectorUSAA, Chief Administrative Office | City, STATE,
Primary change leader for the enterprise Channel Management department by optimizing contact center operations while balancing costs, profitability and member satisfaction.
Led enterprise governance of contact center technology capabilities, including multi-channel member contact routing of inbound / outbound voice, web interaction (click-to-call, click-to-chat & co-browse), Speech IVR and outbound campaign management.
Successfully led a team of more than 20 business analysts, advisors, IT specialists, and third party consultants through the rapid deployment of business change requests and complex development projects with an average annual budget of $10M, including Cisco Intelligent Contact Management and Aspect Unified IP Dialer migration efforts.
Provided business strategic insights for the three-year Voice Channel Management technical capabilities roadmap to optimize contact center operations across the enterprise, including improving net credit loss, member satisfaction and profitability.
Recognized by business leaders for leading cross-functional teams to execute process improvements that reduced cost / time-to-market by redesigning procedures and creating new tools & analysis.
Led the USAA Speech IVR tuning effort which led to the significant member benefits and supplier cost reduction, including a 15% improvement in member satisfaction rates and a 12% reduction in self-service call duration.
Directed the development of Outbound channel key performance indicators to measure right party connectivity, prime time dialing ratios and penetration rates to identify enterprise performance gaps, leverage best practices and establish an integrated outbound channel roadmap.
Education and Training
Expected in BBA | AccountingFlorida Atlantic University, Boca Raton, FLGPA:
Expected in Master of Science | Organizational Development & LeadershipUniversity of The Incarnate Word, San Antonio, TXGPA:
Activities and Honors
Member, Florida Atlantic University Alumni Association
Member, United Way of San Antonio and Bexar County (Accountability Review Team)
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