Program Director Resume Example

Led team responsible for tracking resource movement, forecasting the annual strategic technology spend, driving the annual budgeting process, accruing consulting partner costs, and negotiating vendor rate cards

• Regularly summarized and reviewed financial state with CIO/COO and his leadership team, raising flags as needed to proactively address financial risk
• Provided various resourcing and financial models as needed in support of strategic spend planning
• Continuously worked with the Hanover IT group to achieve acceptable variances to budget by collaborating and driving adherence to approved headcount, technology spend, and sourcing levers
• Built strong relationships with Hanover's Sourcing Partners in the development of rate cards, staffing/releasing resources, and invoicing issues.

Managed multiple projects and employees in support of the divestiture of The Hanover's Annuity and Life Insurance Businesses

• Sales of two discrete life insurance companies to Goldman Sachs resulted in a total of $567 million capital increase
• Retained 98% of employees over an extended period to complete these projects
• Partnered with Senior Leadership, outside counsel, outside consultants, regulatory agencies and internal employees in developing strategic plans to address and resolve an estimated $18 million dollar critical, high profile company issue
• Directed team of 100 staff to review, analyze, problem solve, recommend solutions and execute them for 160,000 annuity contracts in need of resolution before transitioning as part of the sale
• Partnered with audit and finance teams to estimate overall dollar exposure of issue by researching, analyzing and extrapolating data
• Led complex customer contact initiative by creating talking points for staff, creating letter templates for customer mailings, and guiding employees in responding to customer inquiries.
• Developed metrics monitoring and tracking system to keep senior management informed of results.
• Designed monthly billing process, time tracking process, and change control process for the transition service periods between the Hanover and Goldman Sachs for sales of two life companies.
• Collaborated with law staff and business units to document disclosures to the stock purchase agreement as part of the FAFLIC sale to Goldman Sachs
• Designed 2007 and 2008 Life Companies strategic business plans on behalf of Senior Leadership
• Created and/or approved all 2008 employee and customer communications

Managed centralized support team of 26 within 100 seat call center; team functions included research, correspondence, quality monitoring, internal help desk, escalation path, problem resolution, quality assurance, business analysis, and training

• Successfully led staff through corporate restructuring and change in focus from manufacturing and sales to maintenance and retention of existing customer accounts
• Created and implemented a strategic process to capture and report on analytical data regarding the types of customer inquiries made into the call center in support of improving service and lowering expenses
• Reduced training time by 50% while increasing effectiveness by absorbing call center training within the department.
• Decreased escalated calls by one third by redesigning the process and enabling Customer Service Representatives to better handle difficult callers
• Improved staff performance by developing and implementing bonus measures for quality, productivity, and behavior