Ara Oh

Developed and executed a multi-year strategic transformation roadmap for Disability Claims operation and Data & Analytics resulting in a 40% increase in positive feedback from the customers and 20% increase in new business and retention rate

• Implemented technology enhancements (RPA, Self-Service, API) to automate claim intake and setup process which reduced cycle time from 3 days to seconds and achieved 50% increase in customer satisfaction in timeliness
• Created and executed on a digital adoption roadmap to reduced paper claims intake and promote self-service by 20% YOY
• Saved $1M+ budget by stopping some planned technology investments based on feasibility assessments with strong data analysis
• Managed a team of 10 members to design and implement Customer Reporting Platform for effective internal/external customer communication and decision making process resulting in increased customer retention rate up to 20%
• Developed dashboards with Data & Analytics and Customer Advocates teams for more accurate data analysis for claims intake split by demographics and the customer needs to reduce the non-digital services by 60% over the next three years

Led development and implementation of Automation, Efficiency, and Scale (AES) program to improve the overall customer experience and reduce operational costs

• Managed a team of 10 cross-functional leaders from various functional areas in the design and execution of AES programs by implementing 20+ initiatives resulting in an average of 30% increase in operational efficiency from each project
• Facilitated and ensured organizational synergies in improving overall customer journey, resulting in a 20% increase in the customer satisfaction score for ease of doing business
• Led expense study with each functional area to identify and prioritize cost reduction opportunities resulting in $1.2M annual run rate savings

• Coached value stream leaders and CI team members to adopt a Lean Management system to align the company's vision, strategies, and metrics to optimize the value stream's business operating model
• Designed and facilitated various strategic planning and problem-solving workshops
• Mentored CI team members on Lean principles and tools in weekly coaching sessions
• Developed and published best practices and guidelines for Enterprise Lean/Agile Center of Excellence
• Assessed Lean/Agile maturity levels of value stream teams and created improvement action plans
• Conducted Lean/SAFe(Scaled Agile Framework) class trainings

• Designed and implemented Lean/Agile Transformation program with value stream leaders
• Conducted weekly coaching sessions with team leaders on how to shift their mindsets and behaviors to instill a culture of Lean, problem solving, and continuous improvement
• Developed and provided trainings on the use of Lean tools and SAFe practices to the business leaders and their teams
• Cross-trained existing employees to maximize team agility and performance
• Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments

• Designed and implemented an Enterprise operational risk/control assessment program to evaluate 250+ key processes across the organization
• Trained leaders from different business areas on process assessment tool kits and facilitated discussions to design their process controls in line with regulatory and compliance requirements
• Created procedures and official communication materials for internal/external use to support administration of the risk management program and reference materials for regulators

• Managed $10M Capital investment planning/contract negotiations for indirect products/services
• Designed and implemented an end to end indirect material supply chain process
• Architected and implemented the newly designed process in SAP application
• Implemented VMI(Vendor Managed Inventory) program resulting in a 35% annualized savings
• Implemented E-catalogs through joint process improvement effort with key suppliers
• Trained and coached leaders and teams on new processes and SAP applications

Led multiple DMAIC/DFSS/Kaizen projects successfully:

• SKU rationalization process improvement which increased profitability by $1MM
• Service inventory planning which drove $500K annualized savings
• Oracle sourcing data upload tool development/enhancement project to increase efficiency by 35%
• OEM shipping process optimization project which increased the speed of delivery up to 6 weeks
• Forecasting process improvement which increase accuracy from 50% to 85%+
• Monitored and reported operational performance and cost savings to Senior Management

• Managed the largest international purchasing portfolio with 400+ suppliers
• Provided solutions to inventory management/supplier issues in quality, capacity, AP, delivery, etc.
• Placed orders for merchandise consistent with quality, quantity and other specification requirements