BPO Advisor, Insurance Solutions @ Canon Business Process Services, Inc.
Senior Practice Manager - Insurance BPO @ Wipro Technologies
Senior Solution Architect & Business Advisor @ NIIT Technologies
Michelle brings more than 19 years of progressive operations and leadership experience within the Insurance and Financial Services industry. She has more than 5 years of customer experience managing the complete end-to-end life cycle of Business Process Outsourcing, Vendor Management and Governance initiatives. Michelle has a proven track record in defining business drivers, formulating timelines, implementing training
Michelle brings more than 19 years of progressive operations and leadership experience within the Insurance and Financial Services industry. She has more than 5 years of customer experience managing the complete end-to-end life cycle of Business Process Outsourcing, Vendor Management and Governance initiatives. Michelle has a proven track record in defining business drivers, formulating timelines, implementing training and workflows, managing onshore and offshore teams by embracing change management practices and cultivating relationships.
Active Member – Certified Outsourcing Professional (COP) with the International Association of Outsourcing Professionals (IAOP).
Areas of Expertise Include:
- Business Process Outsourcing (BPO)
- Property & Casualty Insurance
- 401 (k) Retirement Services
- Life & Annuities
- Claims Processing for Health Insurance
- Large Scale Project Management
- Process Reengineering
- Vendor Management
- Budget Planning & Allocation
- Strategic Planning & Forecasting
- Workflow Documentation & Optimization
- BPO Governance Frameworks
- Financial Reporting
- Client Relations
- Business Continuity Planning
- Risk Management
- Leading Effective Teams
Offshore Travel - 3 1/2 months total time spent coordinating training, overseeing service operations and partnering with support teams in India over the course of 7 visits.
BPO Advisor, Insurance Solutions @ Develop solutions contributing to the growth of new and expanding business opportunities within the financial arena as an Insurance subject matter expert (SME). From April 2014 to Present (1 year 9 months) Greater Philadelphia AreaSenior Practice Manager - Insurance BPO @ Subject matter expert for Insurance Operations Solutions & Advisory Services within the Financial Services Industry. From July 2013 to March 2014 (9 months) Greater Philadelphia AreaSenior Solution Architect & Business Advisor @ Provided direction for BPO Insurance division developing BPO messaging, branding and presentations to support U.S. BPO sales initiatives. Served as the internal Subject Matter Expert (SME) for BPO Outsourcing and Insurance solutions. Directed the integration of new BPO strategies with IT solutions contributing to increased revenue and profitable growth for high profile customers. From October 2011 to February 2013 (1 year 5 months) Greater Philadelphia AreaDirector of Claims Processing @ Led staff of 250, guiding the activities of 15 teams handling member benefit plans payment regulations and performance guarantee requirements. Managed vendor relationships for performance, contractual compliance and cost effectiveness. Developed and utilized vendor relationships to create best practices and identify appropriate resources to execute training plans resulting in improved processes and expense savings. From April 2011 to October 2011 (7 months) Greater Philadelphia AreaBusiness Process Outsourcing Manager @ Implemented Business Process Reengineering designs as part of a Six Sigma strategy for Commercial Lines Processing. This effort resulted in successfully executing the BPO implementation in Gurgaon, India while working closely with the BPI team and Executive Steering Committee.
Governed all BPO offshore processing; ensuring regulatory and reporting frameworks were in place for SLA compliance. Spearheaded the Executive Steering Committee, reporting progress and risk to senior stakeholders and C-Level Executives. Supervised a team of 100+ in Gurgaon, India exceeding business support objectives for 18 domestic branches.
Successfully delivered over $7M in expense savings through BPO partnership, moving low complexity, high volume workloads overseas to allow local staff to specialize in growth and retention oriented activities. From 2005 to April 2011 (6 years) Greater Philadelphia AreaMid-Market Services Manager @ Promoted 3 times in 5 years to a Mid-Market Services Manager to lead a team of 6 Customer Service Specialists, in addition to 5 CBIZ Operations staff, servicing more than $60K plan participants representing over $1B in assets.
Selected to manage team of 5 Plan Processing Specialists for unique new book of business handling the Investments, Distributions, Trading and Reconciliation for 240 plans worth $75M in assets while increasing company competitiveness to capture new business.
Led training programs across business units contributing to 100% team retention. Reconciled plans, ensuring quarterly statement fulfillment delivery by the 15th of each month. Generated earnings calculations to determine P&L for invested participant and plan payrolls. Processed trade contributions, balances, ADP testing, employer match, and loan adjustments. Processing QNEC calculations, forfeitures and insurance premiums.
Honored with 2003 Leadership Award presented to top 1% of performers across the organization. From 2000 to 2005 (5 years) Greater Philadelphia AreaAnnuity Services Plan Analyst @ Provided processing support for Accounting and Remittance teams. Reviewed incoming and outgoing wires, setting controls and standards for the clearing of outstanding accounting records. Handled incoming calls and correspondence as it related to technical questions, customer support, and general inquiries. From 1996 to 2000 (4 years) Greater Philadelphia Area
Temple University Michelle Stephens is skilled in: Vendor Management, BPO, Governance, Risk Management, Project Management, BCP Planning, 401k, Outsourcing, Leading Diverse Teams, Process Improvement, Strategic Planning, Business Continuity Planning, SDLC, Operations Management, Team Management
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