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Josephine Pappas

Senior Vice President, Global Operations @ The NPD Group

Senior Vice President, Global Operations

New York City Metropolitan Area

Ranked #558 out of 11,168 for Senior Vice President, Global Operations in New York

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Josephine Pappas's Email Addresses & Phone Numbers

Josephine Pappas's Work Experience

The NPD Group

Senior Vice President, Global Operations

Greater New York City Area

Travel Company


June 2016 to April 2018

Greater New York City Area

QBE North America

Senior Vice President, Operational Effectiveness

March 2015 to May 2016

New York

Josephine Pappas's Education

Smith College

Certificate, Consortium 2000: Executive Leadership Program for Women

NYU Stern School of Business

MBA, Finance & International Business

St. John's University

B.S., Finance

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About Josephine Pappas's Current Company

The NPD Group

Head of Operations for a leading market research and data company. Lead the teams responsible for the production of syndicated POS and Consumer data sets, from data receipt through client delivery. Manage the Production, Retailer Engagement, Operational Excellence, Business Process Management, and Reporting & Governance teams. • Lead a staff of 275 employees located in the U.S....

Frequently Asked Questions about Josephine Pappas

What company does Josephine Pappas work for?

Josephine Pappas works for The NPD Group

What is Josephine Pappas's role at The NPD Group?

Josephine Pappas is Senior Vice President, Global Operations

What is Josephine Pappas's personal email address?

Josephine Pappas's personal email address is jo****[email protected]

What is Josephine Pappas's business email address?

Josephine Pappas's business email addresses are not available

What is Josephine Pappas's Phone Number?

Josephine Pappas's phone (212) ***-*291

What industry does Josephine Pappas work in?

Josephine Pappas works in the Market Research industry.

Who are Josephine Pappas's colleagues?

Josephine Pappas's colleagues are Kristen McLean, Marnie Taylor, Hal Danziger, Brian Smith, Gabe Abreu, Zaheer Kalvert, Holly Eardley, Jeneva Patterson-Chalian, David Portalatin, and Maris Cohen

About Josephine Pappas

📖 Summary

Senior Vice President, Global Operations @ The NPD Group Head of Operations for a leading market research and data company. Lead the teams responsible for the production of syndicated POS and Consumer data sets, from data receipt through client delivery. Manage the Production, Retailer Engagement, Operational Excellence, Business Process Management, and Reporting & Governance teams. • Lead a staff of 275 employees located in the U.S. and Europe, and an additional 200 outsourced FTEs located in India, Vietnam and the U.S.• Production teams include Data Input, Data Classification, Data Quality Management, Process Control and Ops Implementation.• Drive a culture of continuous improvement by measuring performance and implementing process improvements that increase effectiveness, productivity and quality.• Created and manage a monthly dashboard that measures and tracks volume and performance metrics for all Ops teams, which has established a baseline for performance in the production areas. Greater New York City AreaAdvisor @ Travel Company Family owned business-to-business travel company that provides marketing and reservation services for hotels in Spain and Portugal. Managed relationships and negotiated contracts with hotels, sourced vendor partners, expanded product offerings, created content for digital and social media platforms, and managed the maintenance of the company website. From June 2016 to April 2018 (1 year 11 months) Greater New York City AreaSenior Vice President, Operational Effectiveness @ QBE North America Head of insurance processing and underwriting support services for the Standard Lines business (Commercial Lines, Risk Management, Programs and Personal Lines). Also managed QBE North America’s overarching relationship with the Global Shared Service Center (GSSC), which is a captive offshore processing center in the Philippines that services all regions.• Led a staff of 140 onshore employees and 200 FTEs located in the Philippines. Teams deliver processing, underwriting and operational support services in accordance with service level agreements (SLAs).• Provided governance for North America’s relationship with the GSSC, including migrating new processes to the GSSC, managing performance and adherence to SLAs, conducting business reviews between onshore stakeholders and the GSSC, and managing the billing process for 400+ North America FTEs staffed at the GSSC.• Co-led a project to implement a platform to integrate external data from MGAs in the Program business. • Created and managed a monthly dashboard that tracked and monitored performance metrics for both onshore and offshore processing, along with budgets, risk measures, strategic initiatives, and IT service delivery. From March 2015 to May 2016 (1 year 3 months) New YorkSenior Advisor @ Everis Interim role as Senior Advisor to Everis, a multinational consulting firm that provides business and strategy solutions, application development, maintenance, and outsourcing services, with a long track record in the insurance sector.• Provided advice and subject matter expertise on projects related to operational efficiency, business transformation, change management, process reengineering, business process outsourcing, and implementing new platforms, for the Life and P&C insurance sectors across international markets. From November 2013 to February 2015 (1 year 4 months) New YorkSenior Vice President, Head of Operations - US Consumer Lines @ AIG Recruited to create and lead a new organization structure for the Operations department of the U.S. Consumer Lines business, which includes Personal Lines, Accident & Health, and Warranty. • Implemented a new organization structure for the Operations department which established a functional approach to the services performed. • Realigned staff into functional roles, including Client Services, Business Solutions & Project Management Office (PMO), Call Center, Direct Marketing Operations, and Vendor Management. Created a process improvement team to identify and implement projects to improve operational efficiency.• Led a staff of 350+ employees in 5 locations throughout the U.S. Engaged employees and fostered a new culture and environment for the Operations team. Additional shared services headcount of 30+ located in Manila (Philippines).• Managed a project prioritization process to assess and select projects for implementation, based on business priorities, budget, and resource constraints. Created a monthly dashboard for senior management to track status. • Implemented a new policy administration platform that supported the launch of a new business segment in Personal Lines. • Instituted performance measures and created dashboards to track metrics and key performance indicators (KPIs) across business lines. From 2012 to 2013 (1 year) New YorkVice President, Strategy & Admin, Insurance Group Technology @ New York Life Selected to lead a new team and be the “voice of the business” on the newly formed Technology team.• Responsible for developing strategic roadmaps that aligned technology projects to the overall business objectives.• Developed and tracked a consolidated view of the Technology team’s budget.• Created a vendor management process to ensure compliance with corporate standards. From March 2012 to July 2012 (5 months) New YorkVice President and Head of Operations & IT, New York Life International @ New York Life Created an Operations function for the International department and managed the Operations and IT Directors in the markets in Asia (China, Hong Kong, India, Korea, Taiwan, and Thailand) and Latin America (Mexico). • Developed a strategy to align and create a unified vision for the Operations function in all international markets.• Created dashboards to track and monitor metrics and KPIs across the operations, and performed benchmarking to identify improvement opportunities.• Mapped new business and customer service workflows to determine opportunities for improving operational efficiency and productivity through the introduction of automation and streamlined processes.• Introduced project management methodologies and discipline to assist with the monitoring of projects. • Managed the Business Continuity Plans and Pandemic Plans for all markets.• Led the execution team responsible for divesting 5 businesses in Asia. Created the separation plans and worked with the buyers / partners to ensure a seamless transition. • Managed the International IT function, and served as a liaison between International and the Corporate IT division. From June 2009 to February 2012 (2 years 9 months) New YorkVice President & Regional Chief Admin Officer Latin America, International @ MetLife Responsible for Customer Service & Operations for the Latin America Region (Argentina, Brazil, Chile, and Mexico).• Managed country CAOs to ensure that local business objectives were achieved, and best practices from all markets were identified and leveraged in order to improve efficiency and productivity. Established internal/external service level agreements, defined/analyzed operational metrics, and implemented a project management discipline.• Led the policy administration replacement project for Mexico and Korea. Managed international and country level project managers, local country business users and IT teams, and system vendor.• Team leader for the implementation of a new claims system for Mexico’s Major Medical business. Led the request for proposal (RFP), vendor selection process, and negotiated the license and service agreements.• Outsourced the front-end processing for claims, call center and mail room functions in Mexico. Reengineered the claims process workflow and introduced imaging & workflow functionality, which improved efficiency, productivity and cycle times. Established metrics to track and manage productivity in claims.• Headed the integration activities for M&A transactions in Latin America. Led cross-functional teams in preparing due diligence reports, creating integration plans, and executing the plans for acquisitions completed. From August 2005 to May 2009 (3 years 10 months) New YorkAssistant Vice President, International @ MetLife Project manager for the implementation of a common operating platform in China, Hong Kong, India, Korea, Taiwan, Chile and Mexico. Significantly decreased new policy issuance cycle times by introducing straight through processing for new business. Components included an illustration system, data entry system, automated underwriting engine, policy administration system, and portals providing self-service functionality. • Led a virtual team of 75+ that included the global execution team, local country team members representing the business users, Operations, IT, and 5 external vendors located in the U.S., Brazil, and India.• Project had a timeline of 2.5 years, and achieved an ROI of 25%. Average implementation timeline per country was 9 months. Achieved straight through processing for 70-95% of new business applications. Policy issuance turnaround times of 30-45 days were reduced to 1-2 days.Project manager for the acquisition of Aseguradora Hidalgo ($962M deal), Mexico’s largest life insurance company.• Led the team responsible for integrating the acquired company into MetLife’s existing operation in Mexico. Integration was completed ahead of schedule and integration savings exceeded plan by 37%. From February 2002 to August 2005 (3 years 7 months) New YorkAssistant Vice President, International @ MetLife Managed M&A transactions, and developed business plans and entry/acquisition strategies for the region. Project manager for new business development in targeted countries, including China, India, Japan, and the Philippines. From June 1997 to February 2002 (4 years 9 months) New YorkManaging Banking Consultant, Treasury Department @ MetLife Held a series of roles with increasing responsibility in Bank Relations and Funding Operations. Managed a $3B commercial paper program, negotiated revolving lines of credit, administered a cash management system for $130M from real estate assets, implemented lockboxes, and performed bank analysis. From October 1984 to June 1997 (12 years 9 months) New York

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In a nutshell

Josephine Pappas's Personality Type

Extraversion (E), Sensing (S), Feeling (F), Perceiving (P)

Average Tenure

3 year(s), 4 month(s)

Josephine Pappas's Willingness to Change Jobs



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