hr director of change management resume example with 20+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
  • Considerable experience as a trusted Executive partner and coach
  • Demonstrated ability to influence at all levels of the organization
  • Demonstrated strength in organizational, interpersonal, and leadership skills
  • Strong communication, collaboration, critical thinking and issue/conflict resolution skills
  • Self-confident and professionally tactful

  • General HR Competencies
  • Change Management
  • Communication
  • Planning & Integration
  • Portfolio, Program & Project Management
  • Scaled Agile Framework
  • Microsoft Office
05/2016 to Current HR Director of Change Management Pma Insurance Group | Blue Bell, PA,
  • Built HR's inaugural Change Management team by developing hiring strategy, coordinating fiscal implications and attracting, developing and retaining discipline leading practitioners
  • Oversees, develops and integrates the HR Portfolio by assigning resources to the highest enterprise priorities such as Employee Experience, People Strategy, Performance and Pay and OneSource Optimization; resource decisions based upon anticipated greatest organizational need and impact through critical data analysis by leveraging human factor, risk and compliance implications
  • Helps foster organizational change capability by influencing HR leaders to be strong change advocates/leaders embedding industry best practices into the way HR introduces change to employees and maturing their team's change competency
  • Mitigates change saturation to employees by influencing HR leaders to leverage cross-functional integration, properly sequencing implementations and defering changes that employees are not prepared to receive
  • Directly impacted the integration of USAA strategic initiatives such as Adaptive Planning, Disciplined Execution and Agile into the development of HR of the Future's Micro Design change strategy
  • Quarterbacked Change Impact Planning Sessions (ChIPS) for HR allowing leaders to have cross-functional awareness of all work contained within the HR Portfolio, enabling prioritization and highlighting change impacts, dependencies and risks associated with delivering the HR Portfolio to the enterprise    
  • Partnered closely with the enterprise Change Management Office (CMO) to provide key insights and feedback throughout the Change Community Redesign as well as HR alignment and advocacy to the critical people implications associated with new job titles, roles and responsibilities and pay, performance and development requirements
11/2014 to 05/2016 HR Lead Change Management Advisor USAA | City, STATE,
  • Hand-picked by the VP of Staff Operations to be HR's first and only Change Management resource responsible for overseeing, developing and integrating the change strategy for the HR Portfolio and developing and maturing the change management discipline within Human Resources
  • Partnered with the CHRO and his direct reports to develop the HR Portfolio's change strategy, post HR Transformation value proposition and required next steps for maturing HR's change leadership competency
  • Successfully collaborated, negotiated with and influenced HR leaders to ensure understanding and buy-in of recommended HR Portfolio change strategy, post HR Transformation value proposition and the actions required to mature their change leadership competency
  • Chosen to lead the change management work stream associated with the replacement of USAA's current Human Capital Management (HCM) system known as PeopleSoft with Workday just six months prior to implementation
  • Partnered closely with the Workday Results Delivery Office (RDO) to oversee, develop and integrate the communication, marketing and branding of "OneSource" within HR and across the enterprise 
02/2014 to 11/2014 P&C Transformation Program Manager USAA | City, STATE,
  • Selected by upper Management to fulfill the Program Manager role during the implementation phase of P&C's transformation journey in the Results Delivery Office (RDO) on a rotational basis
  • Provided overall management and oversight of the P&C Transformation program on behalf of the P&C President, his direct reports and the RDO Officer
  • Led a diverse, cross functional (matrix) team that included HR, OE and Align Org resources to ensure accomplishment of P&C Transformation milestones for each of the identified design areas
  • Identified, managed and escalated program issues, risks and mitigation strategies and resource constraints to the P&C President and RDO Officer
  • Ensured effective change management and communication efforts supported Transformation needs and priorities while creating a culture that is more comfortable with change

08/2008 to 02/2014 Strategic Change Management USAA | City, STATE,
  • Created, led and educated cross-functional teams in assessing change management needs, advising on integration points, managing operational readiness and delivering change
  • Led, planned, coordinated and developed effective change strategies involving the most highly complex transformational/strategic efforts that have a substantial impact on the Enterprise
  • Tracked planning, execution and impact of multiple complex change efforts affecting operational readiness, saturation and adoption
  • Successfully collaborated, negotiated with and influenced senior executives to ensure understanding and buy-in of recommended change strategy

03/2001 to 08/2008 Claims Service Manager USAA | City, STATE,
  • Managed a variety of Non-Injury, First Party and Third Party Injury claims service personnel in the Northeast Region
  • Required to learn the complex regulatory laws and requirements of multiple Northeast states
  • Accountable for approximately $12 million in indemnity payments and $250,000 in expense payments per year
  • Managed loss adjusting expenses, loss frequency and severity by ensuring that customer contact personnel made appropriate referrals to Underwriting, SIU and General Counsel
  • Responsible for leading a customer contact team to increased productivity and efficiencies without negatively impacting morale, motivation and self-development
  • Planned and directed all activities of a claims service unit by providing active and ongoing coaching and mentoring of the team as well as formal feedback through the utilization of claim audits, call monitoring and skill level assessments
  • Successfully led employees through change and assisted them with the ever changing corporate and claims environment
Prosci™ Certified Change Management Advisor, USAA
SAFe Agile Certified
Senior Claim Law Associate (SCLA) designation

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Resume Overview

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    Job Titles Held:

    • HR Director of Change Management
    • HR Lead Change Management Advisor
    • P&C Transformation Program Manager
    • Strategic Change Management
    • Claims Service Manager


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