Steven Sposato

My name is Steven Sposato and I am a strategic operations executive motivated to transform the end to end customer experience and inspire the teams involved.

Steven Sposato's Bio:

Steven Sposato's Experience:

• Lead Business Analyst at DXC Technology

  August 2020 - Present | Rochester, NH

  Serves as senior team member and mentor to six Business Analysts charged with the planning, design, and recommendation of business system processes to support insurance administration platform migrations and updates. • Primary contract to insurance carriers and presents business requirement documents developed by team, addresses business and technical concerns, and collaborate on proposed solution approaches. • Creates test scenarios and develops test plans to be used in the validation of business applications to confirm client requirements are incorporated into system design. Assists in analyzing results throughout projects. • Ensure the compliance to team and project protocols as it relates to documentation and processes. • Leads initiatives to develop efficiencies or innovations to meet business goals and meet organizational needs. • Maintains team SharePoint, Microsoft Teams Channels, Jira Boards and Confluence pages and collaborates cross-functionally to knowledge share and create alignment. • Subject Matter Expert on insurance products and post-sale operations activities. Facilitates process walkthroughs and participates in design sessions to educate development teams to understand customer needs.

• AVP, Operations at Lincoln Financial Group

  July 2018 - February 2020 | Dover, NH

  Leader of a multi-location division responsible for implementing $500+ million of annual sales and maintenance of our 35,000+ group benefit client base. Product Owner providing strategic direction for two internal applications. Accomplishments: • Navigated 74-employee division through Liberty Mutual acquisition activities while managing a $5MM budget. • Scrum Product Owner for the design, development and roll out of internally built CRM to streamline customer life cycle processes and maximize business value. Created vision, wrote user stories, maintained product backlog, and influenced executive team on strategy. Delivered under budget and saved 1.5 FTE one year ahead of plan. • Facilitated, ahead of schedule, TSA integration activities of Liberty systems to Lincoln Financial Group servers. Created test plans and completed validation efforts for two applications: Conduit CRM and Contract Workbench. • Led a process review of Contracts set up time to identify training gaps and single points of failure. Reduced turnaround times by 70% within 5 months to meet service expectations that had not been met for two years. • Created over 1,000 hours of capacity within Customer Contracts team by simplifying time tracking tools used by hourly employees to measure productivity. • Reduced turnaround time for Standard Reporting Configurations by over 50% in four months after taking ownership of responsibilities from IT by increased cross-training and business oversight. • Dover building sponsor for United Way Campaign. Increased employee participation by 25% year over year.

• Manager, Customer Implementations at Liberty Mutual Insurance

  July 2016 - July 2018 | Dover, NH

  Responsible for Business Analysts in charge of new business implementations per customer requirements, the ongoing support of policy administration systems and maintenance of self-service portals used to pay claimants. Business stakeholder in collaboration with Sales, Underwriting, Compliance, and IT to prioritize enhancements. Accomplishments: • Created a customer onboarding staffing model to validate timings and understand seasonality used to forecast resource needs and drive business decisions. Based on accuracy and success, assisted with adapting model for EDI, Technical Consulting, Correspondence and Tax Consulting teams. • Decreased mid-market customer onboarding time 80% by developing a new set up process in partnership with Sales and Underwriting to streamline product offerings and services for employers under 500 covered lives. • Simplified MyLibertyPortal setup, resulting in a 50% reduction in set up time, in collaboration with our agile development team to deliver much needed enhancements to back end functionality and user experience. • Eliminated manual state mandated statutory plan updates, a 200-hour savings, by partnering with IT in the creation of a mass load process to be inserted within a nightly cycle.

• Manager, Life Insurance Operations at Liberty Mutual Insurance

  September 2014 - July 2016 | Dover, NH

  Oversaw a group of subject matter experts and financial processing representatives in the execution of day-to-day activities. Provided performance insight, recommendations and technical support to operations teams related to established KPIs and metrics. Operations lead for all internal audit and state regulatory control examinations. Accomplishments: • Initiated process re-engineering initiative of administration system daily balancing. In partnership with Continuous Improvement, a new process was built to reduce process from 4-6 hours down to 90 minutes per day. • Created a process improvement program for Life Insurance Operations to save on average 1.5FTE per year. Mentored core review team in analysis of submissions, assess impact, recommend solutions, and implement non-IT required “Quick Wins.” Collaborated with IT to review and prioritize larger scaled improvements. • Business lead for dividend reduction project, Guaranteed Life Insurance Program campaign and member of Operations Recognition Committee. • Led or supported stakeholders in Financial, Legal, Product Management and Marketing in the passing of audits and annual market conduct exams to assure compliance with state and federal protocols.

• Senior Life and Annuity Specialist at Liberty Mutual Insurance

  October 2011 - September 2014 | Dover, NH

  Subject Matter Expert in product and technical support to our Individual Life call center and claims processing teams. Provided education and direction on product, policies, best practices, and systems to our business partners. Facilitated data and process analysis to provide and implement recommendations for improving services levels. Accomplishments: • Saved $351,000 in the development and execution of a loan remediation process to correct policy loan histories. • Coached call center and processing reps on Universal Life product during employee onboarding. • Provided insight to call center and processing teams on department KPIs, created reports for leadership, performed root cause analysis on Vantage system issues and recommended improvements to front line support. • Primary point of contact for IT partners on behalf of business to prioritize and validate enhancement backlog.

• Manager, Illustrations at Lincoln Financial Group

  March 2010 - October 2011 | Greensboro, NC

  Led a team of thirteen employees in the completion of department goals and objectives. Reviewed and evaluated employee performance, provided guidance in the creation of employee development plans and coordinated employee training, all designed to build an efficient staff. Accomplishments: • Implemented new procedures to improve staff performance. Increased department productivity by 10%, overall production by 12% while meeting division-wide turnaround time standards and consistently exceeded management quality expectations without increasing staff. • Collaborated with all levels of management and external customers to identify, analyze, and resolve complex issues related to insurance policy performance. • Supervised and reviewed weekly and monthly departmental productivity and quality. Reported operating results to senior leadership. • Front end tester with sign-off privileges on both small and large-scale IT projects involving the department. • Responsibilities also include monitoring and managing department workloads; performing monthly one-on-one reviews with staff; conveying accurate information to customers; and keeping abreast of new products and technology as it pertains to departmental performance. • Selected for the Lincoln Mentor Management Development Program; Employee Engagement Survey Committee facilitator; Champion of the Ideas@Work Program; Department representative in leadership training.

• Illustrations Analyst at Lincoln Financial Group

  July 2006 - March 2010 | Greensboro, NC

  Responsibilities include manual calculation of projected values for universal and whole life insurance products and conveying results clearly to internal/external customers. Accomplishments: • Coordinated the transfer of departmental responsibilities from Hartford, CT to Greensboro, NC; including the turn-key training of all employees. • 108% overall productivity rating; consistently a top performer in the department. • Received multiple Employee Recognition Awards as an outstanding employee who continuously went above and beyond one’s job requirements.

Steven Sposato's Education:

• High Point University

  2009 – 2011
  Master's of Business Administration (MBA)
  Concentration: Leadership and Organizational Design

• Elon University

  2001 – 2005
  Bachelor of Arts
  Concentration: Business Communications

• Scrum.org

  Professional Scrum Product Owner (PSPO-1)
  Concentration: Scrum

• Scrum.org

  Professional Scrum Master (PSM-1)
  Concentration: Scrum

• Life Office Management Association (LOMA)

  Associate, Life Management Institute (ALMI)
  Concentration: Life Insurance Operations

Steven Sposato's Interests & Activities: