KATE THORNTON KUNAS
Operational Leader
Nine Mile Falls,WA
Summary
Highly motivated professional with extensive operational leadership and risk consulting experience, including strategic business change management and operational excellence in the business process. Performance-driven utilizing years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
37
37
years of professional experience
2
2
Professional designations
Work History
Regional VP of Operations
AssuredPartners, Inc.
05.2020 - 02.2023
- Participated in partnership with PMO the creation and ongoing enhancements of Standard Operating Procedures for Personal Lines, Commercial Lines, Select Business, Employee Benefits – new to AssuredPartners in 2021
- Led regional coordination and oversight of technology platform pre-conversion activities, with a priority focus on data integrity
- Consulted with agency leaders to drive operational efficiencies, including team structure, staff roles and responsibilities, account segmentation by revenue size, data integrity and reporting functionality, standardized SOP adoption
- Strategic planning followed essential expense metrics relative to estimated revenue that supported core margin goals (payroll, T&E, office space, vendors payable etc.)
- Represented regional operations in M&A due diligence meetings and new acquisition on-boarding
- Acquired general understanding of legacy operational model, addressed corporate operating standards and best practices during on-boarding of new agency leaders and employees
- Partnered with acquired agencies that had completed earnout to coordinate company brand transitioning road map (entity names, licensing, bank accounts, signage, social media/websites, client/community awareness)
- Led regional coordination and oversight of Disaster Recovery Plans for each agency and location – new to AssuredPartners in 2021
- Regional operations liaison between corporate partners and local agencies
- Mentored and coached emerging leaders and individuals new to the industry.
- Increased core margin through performance optimization strategies and efficiency improvements in partnership with newly acquired agencies.
- Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives and projects.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Drove team engagement to achieve aggressive company targets.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Mitigated operational risks by overseeing adherence to insurance and compliance requirements.
Business Initiatives Consultant
Wells Fargo Bank
03.2018 - 05.2020
- Engaged in and responsible for research and recommendations of Marketing Legal and Compliance process enhancements and control design, including system data integrity and efficiency process; data mapping reviews as part of system and operational process enhancements; team member onboarding of new processes and procedures
- Ensured project elements were met and/or exceeded corrective actions outlined in audit management plans; operational controls recommendations for process change/control design
- Led and participated in the creation and enhancement of marketing legal & compliance Standard Operating Procedures
- Participated in the creation and ongoing management of the Quality Control function for select marketing activities tracked in source system (project closeout activities, campaign launch readiness)
- Subject matter expert for Integrated Marketing Operations regarding legal & compliance questions and requests for support and research.
- Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
- Devised content strategy to effectively engage target audiences.
VP, Operational Risk Consultant
Wells Fargo Insurance Services USA
06.2015 - 03.2018
- Partnered with leaders and business subject matter experts in several operational excellence project initiatives (legal, compliance/risk, HR, finance, accounting, operations, BCP, audit), identifying process and control gaps, recommended risk mitigating controls and process efficiencies
- Conducted risk assessments and risk reviews of new business initiatives and corporate policies as a member of the risk triage due diligence team
- Managed and/or approve risk reviews, strategic risk planning and operational projects for the business
- Engaged in and was responsible for annual inherent/residual risk calibration for sales and service processes
- Managed audit issues, partnered with business leaders to create and implement correct action plans (fee agreement process, insurance certificates)
- Participated in learning course design and implementation for mandatory compliance training
- Reviewed/approved compliance and risk items in the SOPs every six months
- Assisted in the creation of business process flow models (provide financial advice, originate and setup accounts, define and manage sales activities)
- Utilized the Lean process principles to create FMEA (failure modes and effects assessment) and coverage model for the personal insurance business segment.
- Implemented and managed controls to comply with laws and regulations, agreements and SOPs.
- Measured performance against process requirements to align improvement to performance shortfalls.
- Diagrammed and evaluated existing processes to identify gaps and devise solutions.
- Developed risk assessment matrices and templates to increase visibility of risks and facilitate decision making.
- Employed strong program management skills to successfully define and manage ongoing initiatives designed to control operational and reputational risks.
VP, Regional Operational Manager / Oregon Operations Manager
Wells Fargo Insurance Services USA
01.2006 - 06.2015
- Managed one or more client support/administrative teams, up to 40 employees, on site in three offices and remotely in several western states
- Decision making member of Regional Operations Council – in partnership with PMO planned and implemented organizational and procedural changes including centralized shared support services, standard operating procedures, operational risk control initiative, management reporting and monitoring functions, system conversions
- Co-leader of EB centralized invoicing project, creating a center of excellence enhancing agency management system data and processing agency-bill invoices for EB clients
- Participated in the creation of the centralized HIPAA agreements process, monitored accuracy of documents presented to prospects and clients
- Primary liaison between local offices and corporate business partners and leaders
- Business approver for bi-annual standard operating procedures – all business segments
- Owner and contributing author of EB standard operating procedures
- Led the creation of EB SOP supplemental job aids and guidelines
- Managed regional oversight of compliance policy monitoring and reporting, including licensing, fee/consulting agreements, outside broker agreements, client file reviews, HIPAA agreements, surplus lines process
- As BCP manager/coordinator, conducted quarterly updates for the region
- Managed local/regional customer complaints, assisted with complaint remediation
- Coordinated office decommissioning and relocation projects, assisted with lease negotiations
- Authorized approver and signer for regional carrier/vendor contracts.
- Hired and managed employees to maximize productivity while training staff on best practices and protocols.
- Identified opportunities to improve business process flows and productivity.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
- Collaborated with senior management to develop strategic initiatives and long term goals.
- Monitored industry trends, keeping current on latest changes and competition in industry.
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Oversaw business-wide changes to modernize procedures and organization.
- Monitored key business risks and established risk management procedures.
Account Executive – P&C commercial and Employee Benefits
Wells Fargo Insurance Services USA
05.1995 - 01.2006
- Provided full-service account management of commercial clients for P&C and EB insurance products and consulting services
- Actively engaged in product market selection process, underwriting assistance, rate negotiation, claims handling
- Trained, mentored and coached entry level team members in customer service roles.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Collaborated with internal teams to develop account strategy.
- Met and exceeded service level goals to achieve standards and expectations.
- Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions.
- Trained and mentored new employees on customer service, insurance principles and organizing strategies.
Education
No Degree - Accounting
Santa Monica College
Santa Monica, CANo Degree - General Studies
Long Beach City College
Long Beach, CASkills
- Model Office Strategic Planning
- Operational Process Improvements
- Organic Growth via Client Retention
- Leadership Training and Development
- Operations Oversight
- Performance Analysis
- Quality Assurance
- Data Analysis
Certification
- Licensed Property & Casualty – WA and OR
- Licensed Life & Health – WA and OR
References
- Erik Davis, Senior Vice Pres., USI Insurance
503.508.2781, erik.davis@usi.com
- Mark Eclavea MBA, Senior Vice Pres., Wells Fargo Bank
404.775.6044, mark.eclavea@wellsfargo.com
- Justin Goodman, Founder, Total CSR
949.310.7813, justin@totalcsr.com
- Greg Van Ness, President – Leadership Acceleration, AssuredPartners
916.955.4475, greg.vanness@assuredpartners.com
- Reta Wilson, Implementation Project Manager, AssuredPartners
541.228.5942, loreta.wilson@assuredpartners.com
Professional Designations
Certified Risk Manager (CRM) - 2008
Certified Insurance Counselor (CIC) - 1998
Timeline
Regional VP of Operations
AssuredPartners, Inc.
05.2020 - 02.2023
Business Initiatives Consultant
Wells Fargo Bank
03.2018 - 05.2020
VP, Operational Risk Consultant
Wells Fargo Insurance Services USA
06.2015 - 03.2018
VP, Regional Operational Manager / Oregon Operations Manager
Wells Fargo Insurance Services USA
01.2006 - 06.2015
Account Executive – P&C commercial and Employee Benefits
Wells Fargo Insurance Services USA
05.1995 - 01.2006
No Degree - Accounting
Santa Monica College
No Degree - General Studies
Long Beach City College
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