Lorenzo Colombo
HIGHLAND
Summary
Experienced people leader and operations expert with a proven track record in healthcare and financial services. Known for developing teams, driving quality and compliance, managing complex escalations, and partnering cross-functionally to improve performance and member/client outcomes. Brings a strong enterprise mindset, international experience, and hands-on leadership style.
Overview
31
31
years of professional experience
Work History
Special Projects Expert (SPE) – Family Engagement Center
UnitedHealthcare
05.2023 - Current
- Serve as a trusted leadership resource, supporting daily operations, workforce planning, scheduling, and HR/IT coordination to maintain team effectiveness and continuity.
- Conduct monthly CCQ quality audits on peer calls involving advisors and escalated members, identifying improvement opportunities and escalating risks to leadership as needed.
- Manage high-complexity, sensitive member cases requiring advanced problem-solving, cross-department collaboration, and executive-level discretion.
- Selected for and completed the FEC Future Leader Program, strengthening leadership, communication, coaching, and operational decision-making capabilities.
- Mentor and coach peers, reinforcing performance standards, quality expectations, and member-centric behaviors.
- Contribute to special projects focused on improving member experience, operational efficiency, and business outcomes while consistently meeting quality, compliance, productivity, and attendance standards.
A4ME Senior Representative – Health Advocate
UnitedHealthcare
11.2018 - 05.2023
- Delivered expert guidance to members on health benefits, eligibility, and coverage, serving as a subject-matter expert for complex and escalated concerns.
- Resolved high-impact cases involving appeals, preauthorization, COBRA, claims, and benefits through in-depth policy knowledge and cross-functional coordination.
- Supported leadership with team scheduling, reporting, and tracking open deliverables, ensuring operational commitments were met.
- Recognized for reliability, professionalism, and ability to manage complex member interactions with empathy and precision.
Business Applications Team Manager – Investor Servicing
BNY Mellon
New York, NY
01.1995 - 01.2018
- Led and developed a team of 8 onshore business analysts and 20 offshore Quality Control specialists, driving performance across application support, testing, and delivery.
- Set strategic priorities and managed deliverables to align technology initiatives with business goals and regulatory requirements.
- Oversaw project planning, user acceptance testing, defect resolution, and production support for investor servicing platforms.
- Prepared and presented executive-level reporting on development costs, budget utilization, and ROI to senior management.
- Partnered with compliance, audit, operations, and technology teams to ensure adherence to internal controls and external regulatory standards.
- Actively coached junior staff and interns, fostering skill development, accountability, and career progression.
Education
College Studies -
Bocconi Business University
Milan, ItalyHigh School Diploma - undefined
A. Pacinotti High School
Milan, ItalySkills
- People & Team Leadership: Coaching, mentoring, performance management, workforce planning
- Healthcare & Financial Services Expertise: Member advocacy, benefits administration, investor servicing operations
- Quality, Compliance & Risk Management: Audits, regulatory alignment, process improvement
- Operations & Project Management: Cross-functional coordination, prioritization, delivery execution
- Technical Skills: Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams), Visio, Windows
- Languages: Fluent in Italian; basic Spanish
- Professional Strengths: Analytical, detail-oriented, client-focused, self-starter with global experience
Timeline
Special Projects Expert (SPE) – Family Engagement Center
UnitedHealthcare
05.2023 - Current
A4ME Senior Representative – Health Advocate
UnitedHealthcare
11.2018 - 05.2023
Business Applications Team Manager – Investor Servicing
BNY Mellon
01.1995 - 01.2018
High School Diploma - undefined
A. Pacinotti High School
College Studies -
Bocconi Business University