PHOEBE YAP

• Partnered with senior leadership and cross-regional teams to align project goals with strategic priorities, ensuring timely delivery of key initiatives for PAM/AR Expansion.
• Proactively identified and mitigated project risks, taking on additional responsibilities to prevent delays and streamline governance processes.
• Acted as a technical liaison between engineering, management, governance, and operations teams, facilitating the successful onboarding of prioritized applications.
• Proactively campaigned for operational improvements, resulting in enhanced process efficiency and the development of comprehensive training materials and SOPs.

• Responsible for leading complex projects to accomplish business objectives, and providing oversight of portfolio management, prioritization, and implementation of strategic initiatives (emphasis on transition to Agile methodology)
• Responsible for control of project scope, resources, and schedule to provide complex problem resolution and drive processes to positively impact bottom line and customer satisfaction targets
• Employment of problem-solving methods to optimize flows and influence forward-thinking strategy

• Oversight & management of divisional reporting metrics, liaised with key areas of integration (IT, Finance, D&A, Systems Support) to drive various initiatives
• Standout projects (not limited to) listed below:

Investigation Front Line Manager Restructure

• Orchestrated workstreams led by Divisional Managers (DM), impacting approx 40% of Leaders to diversify teams by OpCo, improve DM regional footprint, improve decision-making, and strengthen cohesion between Level 1 & Level 2 Reps

Auto Claims Process & Onboarding/Training Standardization

• Identified ways to create a single approach to onboarding, training, and claims handling process and reduce adjuster tasks by 30%
• Led nineteen individual Leaders as a Subject Matter Expert to call out activities delaying efficiency, and make 'quick win' process changes for immediate impact

Mismatched Liability Claims Review

• Engaged Investigation, Care Center, and Underwriting leadership (MSA, AFI, CAH) to review over 3,000 auto claims for liability validation or correction, driving the project to close 30 days prior to target
• Immediate impacts to policyholder surcharges, Claims Reporting (CLUE), and Underwriting expense (Financial impact analysis)

• Waterfall project implementation (requirements gathering through UAT), and Focused analysis on various areas of automation opportunity within core business units (Process Re-engineering)
• Managed project group of senior IT, Claims, and Product leadership to assist in facilitating Majesco Policy Admin System blueprinting for Property

• Managed 14+ PIP Litigation and PIP adjusters while successfully driving down NY arbitration count, reduced defense counsel expense, and lowered cycle time for PIP Litigation files (Nationwide)
• Built out Atlanta GA office from the ground up to meet claim volume demand, in addition to creating state-by-state defense counsel directory, DOI regulation, and PIP law reference guides

• Led and developed a team of APD and Property damage adjusters, boasting 3+ consecutive months of the highest Customer Experience Stats and lowest pending activity count for the department
• Main support role for Director of Operations during TPA transition: Liaison between Claims Executive leadership and Auto Managers to regionalized and restructure the department, licensing, and processes