Nicole Holmes
Dighton,MA
Summary
Proven leadership in a service organization across multi-sites. Expertise in staff development as well as streamlining processes and systems. Possess excellent communication, organizational and presentation capabilities. Versatile Senior Director highly experienced in staff development including streamlining processes and system areas. Hands-on leadership and management background with a solid track record of success in process optimization and operational restructuring. Seeking a Senior Director or Vice President position with a growing operation.
Overview
19
19
years of professional experience
Work History
Senior Director, Innovation Lead
John Hancock
06.2022 - Current
- Executes on strategic initiatives aligned with growth and innovation (i.e., automation, AI, new product development)
- Collaborates across business lines, geographies, and value streams
- Partners with senior leaders across the organization to achieve results
- Manage initiatives with strategic impact on business ensuring business benefits are realized (i.e., reduce manual processing, reduce unit cost, improve SLAs and KPIs)
- Manage initiatives of large size and complexity for the segment/function develop, motivate, mentor, and challenge the team (indirect reports)
- Lead activities such as milestone and impact planning reviews and approvals, budget planning and headcount management
- Influences at the Segment/Functional level of the organization applies organizational savvy and business expertise to present and defend issues that have a direct and significant impact to the business
Senior Director
John Hancock
01.2015 - 06.2022
- Developed optimal organization and processes for delivering new business services through effective staffing, training, process engineering, systems support and efficient use of resources across multi-sites
- Developed and maintain excellent working relationships with our internal and external partners
- Contributed to the achievement of departmental and divisional objectives and tactics by setting, defining, and developing team goals
- Coach, mentor and direct the responsibilities of team members (~150 onshore/offshore), motivating and encouraging initiative and innovation
- Encouraged environment of continuous professional development & employee engagement (employee engagement score of 4.9 out of 5)
- Influence and solicit executive buy-in
- Managed budget and headcount related processes
Senior Manager
John Hancock
01.2013 - 01.2015
- Managed team of Life & Long-Term Care Case Managers (~30)
- Managed vendor relationships
- Managed relationships with Sales & Distribution partners
- Researched and developed process improvement opportunities to enhance customer experience
- Analyzed feedback and survey results to develop into action plans for the overall business area
- Provided developmental feedback and opportunities to staff through goal setting, performance reviews & career coaching
- Lead & facilitated cross functional business unit meetings
- Managed annual budget process
- Maintained service & quality standards through weekly coaching & feedback
- Mentored, developed & influenced direct reports & peers
- Recommended improvements in organization, such as staffing & process changes
- Presented on key initiatives to Senior Management
Hancock Senior Manager
John
01.2005 - 01.2013
- Term Care New Business, Managed New Business Operations Department across multiple sites
- Developed staff through performance reviews and talent management
- Performed budget reconciliation
- Managed staffing levels through change management
- Managed account relationships with internal and external sales team
- Traveled and presented to key accounts
- Implemented and facilitated conference calls with key accounts
- Processed key metrics reports
- Maintained service and quality standards
Education
Master of Business Administration -
Southern New Hampshire University
01.2017
Bachelor of Arts - Economics & Legal Studies
University of Massachusetts
01.2005
Skills
- Project Planning
- Training and Development
- Complex Problem Solving
- Budget Management
- Verbal and Written Communication
- Key Performance Indicators
Timeline
Senior Director, Innovation Lead
John Hancock
06.2022 - Current
Senior Director
John Hancock
01.2015 - 06.2022
Senior Manager
John Hancock
01.2013 - 01.2015
Hancock Senior Manager
John
01.2005 - 01.2013
Master of Business Administration -
Southern New Hampshire University
Bachelor of Arts - Economics & Legal Studies
University of Massachusetts
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