Joseph Shanley
Pittsburgh,PA
Summary
Dynamic leader with a proven track record in people management and process improvement, successfully spearheading innovative strategies that enhance team collaboration and operational efficiency. Recognized for exceptional relationship-building skills, contributing to significant business development milestones. Expertise in navigating change while fostering a culture of continuous employee development and effective problem-solving. Committed to driving organizational success through strategic leadership and team empowerment.
Overview
24
24
years of professional experience
Work History
CVP, Absence Director/Experience Owner
New York Life Insurance Co
Pittsburgh, PA
01.2021 - Current
- Cultivated an environment where staff felt empowered to present fresh concepts.
- Led change management efforts to adapt to market shifts and organizational needs.
- Implemented new technologies to streamline processes and enhance productivity.
- Cultivated strong relationships with customers by responding promptly to inquiries or complaints.
- Ensured compliance with all relevant regulations, policies and procedures.
- Mitigated business risks by working closely with staff members and assessing performance.
- Spearheaded the development and launch of new products or services.
- Coordinated activities with other departments to expedite work and improve collaboration.
- Delegated work to staff, setting priorities and goals.
- Facilitated collaboration between teams by encouraging open communication channels.
- Assessed employee performance against established benchmarks or targets.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Director of Leave Operations
Cigna
Pittsburgh, PA
11.2017 - 01.2021
- Recruited, trained, supervised, evaluated and mentored staff members.
- Ensured compliance with all relevant regulations, policies and procedures.
- Identified opportunities for improvement in operational performance metrics.
- Delegated work to staff, setting priorities and goals.
- Collaborated with principal stakeholders to develop and implement New York Paid Family Leave.
- Established performance metrics and evaluated staff to promote continuous improvement.
- Developed policies and procedures to ensure compliance with corporate standards.
- Conducted regular meetings with department heads to review progress on strategic initiatives.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed customer feedback data to identify trends in product performance or customer service issues.
- Promoted a culture of innovation and encouraged staff to contribute ideas.
FMLA Team Leader
Cigna
Pittsburgh, PA
07.2014 - 11.2017
- Managed conflict resolution within the team to maintain a positive work environment.
- Worked closely with human resources to support employee management and organizational planning.
- Facilitated training sessions for new employees on company policies and procedures.
- Managed team assignments to maintain balanced workload across members.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Established clear expectations for employees, providing guidance when needed.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
FMLA Senior Leave Manager
Cigna
Pittsburgh, PA
02.2013 - 07.2014
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Coached, mentored and trained team members in order to improve their job performance.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Managed distribution of work to ensure balanced workloads.
FMLA Leave Manager
Cigna
Pittsburgh, PA
10.2011 - 02.2013
- Managed FMLA leaves for an assigned book of business.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Recognized by management for providing exceptional customer service.
Team Leader
Progressive Auto Insurance
Pittsburgh, PA
06.2004 - 01.2010
- Developed and executed cost-reduction strategies.
- Developed processes to enhance quality and customer service results.
- Managed a staff of 15 claims adjusters.
- Delivered continuous coaching and evaluations to team members.
- Conducted detailed evaluations of weekly, monthly, and year-end results.
Claims Adjuster
Progressive Auto Insurance
Pittsburgh, PA
12.2000 - 06.2004
- Reviewed, evaluated and adjusted claims to promote fair and prompt settlement.
- Utilized claim handling software to document and manage claim files efficiently.
- Analyzed facts of loss including photographs, diagrams and other evidence to identify potential sources of recovery.
- Interpreted insurance policy language to apply appropriate coverage.
Education
Bachelor of Science - Business Management
Duquesne University
Pittsburgh, PA05-1995
Skills
- Team collaboration
- People management
- Business development
- Goal setting
- Change management
- Team building
- Problem-solving
- Process improvement
- Relationship building
- Employee development
Timeline
CVP, Absence Director/Experience Owner
New York Life Insurance Co
01.2021 - Current
Director of Leave Operations
Cigna
11.2017 - 01.2021
FMLA Team Leader
Cigna
07.2014 - 11.2017
FMLA Senior Leave Manager
Cigna
02.2013 - 07.2014
FMLA Leave Manager
Cigna
10.2011 - 02.2013
Team Leader
Progressive Auto Insurance
06.2004 - 01.2010
Claims Adjuster
Progressive Auto Insurance
12.2000 - 06.2004
Bachelor of Science - Business Management
Duquesne University