Experience

• 

  Endeavors

  • United States
  • Civic and Social Organizations
  • 700 & Above Employee

  • Sr. Director of Strategic Planning and Process Improvement

    • Jul 2019 - Present

    • Works with all levels of the organization to manage the enterprise wide Strategic Planning process.• Directs and oversees the strategic and long-range goal identification and planning for Endeavors.• Drives strategic initiatives that support the development of long-term growth plans for the organization.• Collaborates with all programs and support areas to continually evaluate processes, identify risks, establish controls, and update procedures that will assist in maintaining a culture of continuous process improvement.

  • Director of Quality and Process Improvement

    • Dec 2013 - Present

    • Ensure optimal organizational performance, reporting and compliance through continual evaluation, alignment, and implementation of effective business processes and data management methodologies.• Document business wide and program specific processes via flow charts, process change diagrams, written procedures, etc. Identify and recommend needed organizational and/or program changes.• Responsible for applying for, the awarding of, and maintenance of the CARF Accreditation (Commission on Accreditation of Rehabilitation Facilities) for the two largest programs administered by the organization.• Ensure organizational compliance with data reporting requirements and customer expectations as outlined by applicable regulatory bodies, contracts and grants and internal policies and procedures. Identify potential risks and make recommendations to mitigate exposure. • Collaborate with all programs and departments to continually evaluate processes, identify risks, establish controls as needed and update Standard Operating Procedures that will assist them in maintaining accountability for accurate and timely reporting of outcome driven data. Coordinate departmental process improvement projects. • Develop and maintain Standard Operating Procedures necessary to gather and report statistical and empirical data required to measure operational performance as well as fiscal and social responsibilities as identified by the mission and goals of the organization.• Report the status of key result areas and metrics as identified by the CEO, departmental management and/or board of directors of the organization on a consistent and timely basis. • Serve as a subject matter expert to CEO, Program Directors and Department Heads in areas such as organizational effectiveness, growth strategy, management reporting, and overall performance improvement. Spearhead agency certification and quality improvement initiatives. Keep abreast of industry trends and best practices.

• 

  USAA

  • San Antonio, Texas Area

  • Sr. Compliance Advisor, Compliance Director

    • Aug 1993 - Aug 2013
    • San Antonio, Texas Area

    • Managed cross-functional teams of 5+ Compliance Advisors responsible for researching regulatory requirements, executing state filings, and providing deliverable metrics as Subject Matter Experts for new insurance product development and enterprise IT projects.• Responsible for the accuracy and version control of 4000+ regulatory forms/correspondence documents used to sell and service Life/Annuity/Health insurance products in 50 states.• Managed a team of 11 Forms and Correspondence designers that identified innovative solutions, created/modified and maintained regulatory documents which facilitated enhanced productivity and efficiency in the business areas.• Monitored activity and capacity of 10 state filing resources to maximize efficiency and output. Developed and executed a plan that Increased our ability to deliver time sensitive approvals in 1/2 the normal time. Prepared and presented weekly status reports that demonstrated our results to Executive Management.• Responded to over 400 state objections and successfully negotiated with state reviewers to obtain approval for dozens of new products and required regulatory forms over a 15 year period.• Chief management contact and liaison for 16 State Market Conduct Examinations; coordinated IT requirements, exam resources, equipment logistics, examiner lodging/travel logistics and expense payments.• Researched, drafted and coordinated with the legal department, business partners and senior management our company responses to over 250 formal state regulatory interrogatories, data calls and industry surveys.• Monitored and took action on industry compliance trends, reviewed competitor’s Market Conduct Exam results as well as new laws/regulations to identify potential gaps in our company processes. (Reviews averaged 50+ per year).• Identified and monitored appropriate records retention schedules for compliance and regulatory documents.