Susan Chisholm

Currently lead a team of 34, consisting of, Delivery Leads, Developers, BA and QA resources. Managing all Intelligent Automation builds, from Intake through Implementation.

This includes collaboration with our Value Team partners, to ensure the use cases are vetted for feasibility, process efficiency and a positive ROI, as well as partnering with our Operations Team, around sustainment on the back end.

• Manage the teams through the SDLC, ensuring all standards and best practices are followed and adhered to.
• Identify and capture opportunities within the Program Operating Model, that impact Development & Delivery, and bring those through Change Council to incorporate changes.
• Provide mentoring and guidance for my team, to ensure there are opportunities for career growth and that they are being challenged, as desired, in their careers.
• Manage the Demand funded budget of $6.9M, with the end result being that we recover at least 95% of resource and technology costs.
• Manage all resource capacity planning & allocations to various projects.
• Work with customers on process efficiency as we work to create an automated future state.

• Responsible for overseeing 16 simultaneous projects and 3 Project Managers within the Digital program
• Managing of all resource capacity and planning
• Monitored and managed all ROI to ensure benefits realization
• Assisted in the design and execution of Program Level Best Practices that contributed efficiencies throughout the Digital Program
• Ensure the immediate resolution of issues so that all key milestones as defined by stakeholders, are met
• Effectively handle communications between the Digital Team, impacted partners and stakeholders
• Evaluate project plans and recommend adjustments based on complete review of objectives and project deliverables
• Created program dashboard for weekly status reporting to leadership
• Created Continuous Improvement framework to ensure best practices are utilized when identifying process efficiencies
• Facilitate and manage all Stakeholder and Digital Execution Lead meetings.
• Managed the inception of a Digital program focused on the automation of various business processes using Blue Prism - (RPA) Robotics Process Automation,Verint DPA - Desktop Processing Analytics and OCR Technologies
• Managed the end-to-end execution and successful delivery of several automated business processes, resulting in increased efficiencies and substantial cost savings to the business
• Successfully managed and implemented various Department of Labor (DOL) enhancements needed to meet mandatory state and federal requirements.
• Successfully managed a large Claim Reporting Project (Tactical and Strategic) as part of the Enterprise
• Led business enhancements efforts which included the following: Tactical- Development of various adhoc management reports to capture compliance and regulatory reporting. Strategic - Development of an operational data store/repository that will enable the Claims business to run reports as needed for state reporting and day-to-day Claims business processes.

Responsible for managing multiple projects at various client sites.

• In the CSM role, I was responsible for writing proposals and SOW's, presenting them to the client and moving them through the process, from legal to full execution.
• As the Program Manager, I managed all projects for various Virtusa clients, working with the business and IT stakeholders on identifying process efficiency opportunities, scoping, planning, resource allocation, budgeting, reporting and release/delivery.
• Managed various engagements, which included a Client Access Reporting Portal build, Mobility
  (Sencha Touch) support, Enterprise Notification System build and a Release Engineering proficiency effort, as well as managing on-site resources (staff augmentation) at the client sites.

• Responsible for managing the implementation/release of the Guidewire Claims System, Duck Creek Policy
• Underwriting System and the Integration of those systems, using an Agile methodology
• Managing the vendors & project teams,consisting of PM's,on-shore and off-shore developers, BA's,and testers,ensuring all levels of the SDLC are followed
• Managing budgets ($5.6M), planning, scope,resources,risks and deployment
• Ensuring all business requirements and deliverables were met,as well as managing to the SOW's and all change requests
• Working closely with all stakeholders and other areas of IT and the business, resulting in a successful and timely deployment
• Responsible for managing the implementation/release of an Agency Management project - consisting of Sircon (Broker
• Management System) and Knowledge Center (Bordereau conversion tool)
• Responsible for managing the implementation with third party vendors
• Managing budget, schedule and resources,ensuring project implementation is on schedule and within budget.

• Managed the merging of the data for two proprietary Specialty Claim systems,resulting in the delivery of a single claim system for all Specialty Claim end users,corporation-wide
• Delivered the successful release of a government mandated change (OFAC) to the Specialty Claim system, ensuring all claim payments ran through and OFAC name database prior to being printed and released
• Delivered several upgrades to the Specialty Claims system to align with the SOX (Sarbanes-Oxley) mandates
• Delivered the successful deployment and end user training of a Specialty Claims wide reporting system (ClaimPATH) used by all Supervisory and Management staff
• Delivered the successful rollout of new framework,converting from Gupta to a .NET environment
• Delivered all end-user training on system changes due to the .NET conversion as well as designing all workflow and procedure changes
• Delivered all end user training and designed all workflows for various system upgrades/enhancements
• Delivered the successful rollout of a major conversion from an NT O/S to an XP O/S for the Northeast Zone
• This impacted all applications being run, system wide and entailed heavy integration, regression and end user testing
• Delivered all end user training after the NT to XP conversion, as well as designing all workflows and procedures for the training
• Managed/directed all project-related meetings, JAD sessions,status updates and Sunset Reviews,serving as the liaison to the business and IT, ensuring business needs were met and successfully deployed.