Manager, Strategic Business Process Consulting resume example with 10+ years of experience

Jessica Claire
  • , , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
  • Home: (555) 432-1000
  • Cell:
Transformation | People Leader | Change Agent

A proven cross-functional transformation leader demonstrating strengths in building/sustaining positive, long-term employee/customer relationships and implementing comprehensive organizational strategies utilizing sound analytical expertise and lean process improvement methodologies.

  • Growth Mindset
  • Strategic Planning
  • Agile
  • Leadership
  • Result Oriented
  • Consulting & Analysis
  • Change Management
  • Empathetic
Professional Experience
Manager, Strategic Business Process Consulting, 09/2019 to 03/2023
AvantusDahlgren, VA,

Led strategic process improvement consultant team that provided holistic and best-in-class approach to solving highly complex operational and business challenges. Implemented transformational initiatives across multiple legacy businesses/functions, provided consulting to executive sponsors and internal business and technology partners, and successfully launched a Lean Six Sigma Green Belt certification program.

  • Responsible for managing, training, and providing strategic direction and guidance to direct reports and ensuring team understands and executes against year-end fiscal business goals.
  • In FY22, team completed 25+ projects resulting in ~$1.2M cost avoidance, 180+ processes documented, 350+ pain points, gaps and workarounds identified with overall CSAT score of 91%.
  • Leveraged experience and expertise to implement organizational UKG Lean Six Sigma Green Belt certification program. Created 100+ tools/templates, weekly training, and mentorship programs, and built comprehensive project plan to ensure participants understood, and could apply, the methodology. 20+ employees went through the first two waves, with backlog of 75+.
  • Led several integrations related to large-scale, cross functional projects including Day 1 Ultimate Software/Kronos support. Key accomplishments include designing, defining, documenting, and implementing 19 joint processes, conducting 26 process testing sessions, and completing over 150+ action items across multiple support workstreams to ensure customers could go live day one.
  • Created standardized intake form and process that was rolled out to the organization and is now embedded in onboarding process. Worked with IT to transition form from Google to ServiceNow. Over 600+ requests have gone through new intake process.
  • Assisted implementing new PPM tool, Clarity, and led 6-person taskforce team that implemented project governance and auditing process which achieved 98% auditing adherence.
  • Partnered with IT to develop and deliver a unified business process modeling tool which will save company ~$900k in redundant process work and serves as centralized process repository.
Manager, Professional Services Execution, 08/2018 to 09/2019
Ball CorporationSaratoga Springs, NY,

Managed portfolio management team in development of business processes and operational efficiency planning by identifying, analyzing, directing, and implementing business initiatives to achieve strategic business goals and drive change management throughout Credit Union Solutions organization.

  • Managed and mentored 8 direct reports to execute against Annual Operating Plan objective.
  • Established standardized demand management process that enabled business to identify more quickly, assign, prioritize, and work on higher impactful projects resulting in $2.1M additional revenue and reduced portfolio backlog by 59%.
  • Program manager for multiple cross-functional projects aimed at increasing utilization resulting in increase of billable hours by 23%, productive non-billable hours by 28%, and decreased administrative hours by 22%.
  • Led several initiatives to clean-up portfolio data resulting in 25% reduction of orders with no revenue and 33% reduction of orders with no estimated time to completion which allowed business to align resources, capacity plan, and correctly price out projects more accurately.
  • Revised conversion intake process by assigning preliminary tasks to clients and removing non- value work from SMEs to reduce cycle time by 10% and improving customer experience.
Business Process Improvement Consultant, 04/2015 to 07/2018
McKesson RelayHealthCity, STATE,

Led and facilitated various high-level, cross-functional process improvement initiatives as well as serve as internal consultant expert that translated challenging, ambiguous concepts into conclusions with team members across multiple functions.

  • Developed new standardized process for over/under-billing issues within RHPS which generated over $3.9M in additional revenue.
  • Led multiple cross-functional projects focused on reducing number of credits issued back to customers resulting in 61% reduction.
  • Discovered several top revenue generating customers were paying RHPS by credit card and led effort to switch these customers to bank draft saving company $450k in credit card fees.
  • Managed and mentored 50+ Green Belts in completion of 170+ projects resulting in validated savings of $6M+.
  • Collaborated with Sales and Legal to expedite initial contract payments from Outpatient Pharmacy customers resulting in additional revenue of $146k.
Lean Six Sigma Black Belt, 10/2012 to 04/2015
GE Capital AmericasCity, STATE,

Drove sustainable process improvement, led cross-functional team projects, provided reporting, and conducted presentations to C-Level executives, and implemented Six Sigma Quality initiatives within GECA Structured Lending platforms (Healthcare Financial Services, Corporate Finance Lending, Bank Loan Group, Sponsor Finance, and Equity) with annual sales of over $1.4B and ~ 1,200 employees.

  • Cross-functional, cross-platform project leader responsible for driving process improvement of 85% cycle time reduction for Anti-Money Laundering on-boarding process.
  • Streamlined AML on-boarding process through standardization of applications, eliminating number of send backs between Risk and AML teams from median average of 2 to zero, and established new, faster screening process for all ‘low risk’ deals which is 90% of customer base.
  • Developed new customer identification program guidelines for borrowers resulting in 80% less work for AML and Risk teams.
  • Simplified GECA Collateral Monitoring Procedures for Investment Analyst Team by reducing unnecessary / duplicative sample sizes per audit by 20%.
MBA: , Expected in 2008
University of Phoenix - Tempe, AZ
Bachelor of Science (BS): , Expected in 2001
Appalachian State University - Boone, NC

Certified Lean Six Sigma Black Belt (CLSSBB)

Prosci Certified Change Practitioner (PCCP)

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Resume Overview

School Attended

  • University of Phoenix
  • Appalachian State University

Job Titles Held:

  • Manager, Strategic Business Process Consulting
  • Manager, Professional Services Execution
  • Business Process Improvement Consultant
  • Lean Six Sigma Black Belt


  • MBA
  • Bachelor of Science (BS)

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