Senior Operations and People and Culture leader with an extensive career in operations, managing multi-site teams, people operations, diversity, equity, & inclusion, and culture. Proven strengths are advancing change in complex work environments and scaling complex operations. As a leader, through collaboration with key stakeholders, policies and procedures are created to ensure a positive work culture that build and retain talent. I thrive under pressure and have a keen ability to lead under performing operations to sustainable success.
Hi, I’m
EMMA J. FOSTER
Tempe,USA
Summary
Overview
11
years of professional experience
Work History
Tia
Head of Culture and DEI
11.2021 - 01.2023
Job overview
- Developed all DEI strategic plans to enhance Tia's culture of diversity, equity, and inclusion through workplace initiatives and team member engagement.
- Curated diversity, equity, and inclusion resources(ERGs, Orientation training, Organizational DEI education, Health and Well being programs, Offsite culture camp) to support 350+ Tia team members across North America.
- Managed and led Employee Satisfaction Program to include quarterly employee engagement surveys, action planning, and leading employee satisfaction work group.
- Collaborated with Marketing, Talent Acquisition, Executive Leadership, and legal to develop inclusive marketing schematics, promote inclusive hiring practices, and create policies and procedures.
- Designed and implemented orientation programs for new employees, covering organizational culture, DEI initiatives, and policies.
- Created 5 Employee Resource Groups to support underrepresented groups(Black, Asian and Pacific Islander, Latinx, LGBTQIA+, and Parent communities) and foster a sense of belonging within the organization.
- DEI initiatives successfully led to 10% increase in the Employee Net Promoter Score( from 61% to 71%).
- Worked with key stakeholders(Founders and Executive leadership) to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
Tia Clinic
Telehealth Manager
05.2021 - 11.2021
Job overview
- Managed all tele-health operations across Mental Health and GYN/PCP practices.
- Managed the Provider tele-health scheduling creation, changes, and adjustments for Mental Health and Gynecology & Primary Care.
- Ensured all providers are meeting weekly Utilization metrics for bookable hours to maximize revenue opportunities.
- Created all workflows and process improvement SOP’s for all Mental Health and GYN/PCP to assist in scaling bandwidth for tele-health growth and clinic expansion.
- Managed accounting, payroll operation, benefits enrollment, and employee relations for 150+ providers.
- Designed and lead Virtual Team Support Program to remove communication barriers between virtual and onsite employees.
- Approved regular payroll submissions for employees.
- Controlled costs and optimized spending via restructuring of budgets for labor, capital assets, inventory purchasing and technology upgrades.
- Created contingency and onboarding process for new providers and virtual support staff.
- Created and managed National Provider On-Call program to ensure and provide 24/7 provider availability.
- Maximized performance by monitoring daily activities and mentoring team members.
Sodexo
Sr. Operations Manager
01.2016 - 05.2021
Job overview
- Directed 5 ES Managers, 1 Operations Manager, 200+ FTE’s across EVS, Linen and Laundry, and Waste operations of two inpatient hospitals and 9 ambulatory clinics.
- Planned, coordinated, and executed all new-hire training, training and development of staff members and management trainees on both one-on-one and small group.
- Contributed to account revenue and operating profit contribution through implementation of services and creation of opportunities for business development and growth(contributed to contract extension and $6.5 million new business acquisition.
- Streamlined labor operations and budgeted effectively to decrease spending 12%.
- Responsible for work redesign, process improvement, and re-engineering initiatives, including interdepartmental improvements.
- Successfully created employee safety program that assisted in re-education of company safety regulations to 200+ front-line employees and managers, leading to 200+ days of no workplace accidents or injuries.
- Tasked with HR Management responsibilities(payroll processing(Workday), benefit enrollment(Workday), employee relations, and internal investigations).
- Advised employees on eligibility for insurance, hospitalization, worker's compensation and other benefits, amounts of coverage, and claims procedures.
Compass Group USA
Assistant Director
01.2013 - 01.2016
Job overview
- Promoted 9 months into role as Shift Manager.
- Managed 5 Operations Managers and 200+ FTE’s.
- Assessed client needs and developed plans to adequately address current and future objectives.
- Tracked key business metrics and made recommendations for proactive adjustments to policies and procedures.
- Managed supply and equipment inventory and assisted Unit Director with $8 million operations budget
- Performed calculations in overtime, vacation and sick hours to provide accurate data to payroll processing database.
- Processed payroll to include garnishments such as tax liens and child support.
Compass Group(Parkland Health And Hospital System)
Shift Manager
03.2012 - 01.2013
Job overview
- Managed 40 FTE’s on first shift.
- Planned, coordinated, and executed all new-hire training, education of staff members and management trainees on both one-on-one and small group levels.
- Managed inventory and assist Unit Director with $4 million operations budget.
- Worked directly with RRM, Unit Managers and Directors to drive patient throughput, patient satisfaction, work order resolution, and review all patient safety and quality of care concerns.
Education
Strayer UniversityWashington, DC
Graduate Certificate from Performance Management
05.2019
University Overview
Strayer UniversityWashington, DC
MBA from Business Administration
06.2018
University Overview
University of Arkansas-Pine Bluff Pine Bluff, AR
Bachelor of Science from Counseling
05.2011
University Overview
Skills
- Leadership
- Operations Management
- Healthcare Management
- People Operations
- Understanding of Financial Management and Budgeting
- Compliance
- Diversity, Equity, Inclusion and Belonging(DEIB)
- Culture Transformation
- Employee Retention
- Compensation and Benefits
- Payroll and Benefits Administration
- Experienced in SaaS applications(Salesforce, Slack, DocuSign, CultureAmp, HappyFox, Lattice, MailChimp, Gusto, ADP, Kronos, Workday, Zoom, Zulip, and more)
- Onboarding, Training and Development
Timeline
Head of Culture and DEI
Tia
11.2021 - 01.2023
Telehealth Manager
Tia Clinic
05.2021 - 11.2021
Sr. Operations Manager
Sodexo
01.2016 - 05.2021
Assistant Director
Compass Group USA
01.2013 - 01.2016
Shift Manager
Compass Group(Parkland Health And Hospital System)
03.2012 - 01.2013
Strayer University
Graduate Certificate from Performance Management
Strayer University
MBA from Business Administration
University of Arkansas-Pine Bluff
Bachelor of Science from Counseling
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