At HUB International, I own performance analytics and support functional leadership for a 19-member shared services team across Operating and Trust cash applications. I built a weighted KPI framework and associate performance dashboard to support coaching, staffing, and review decisions.
I built FTE forecasting models that combine posting volume, manual-processing percentages, and KPI benchmarks to project staffing needs across onshore, automation, and offshore teams. I also designed coverage plans to maintain reconciliation and posting during staffing gaps.
For U.S. and Canadian agency acquisitions, I document integration plans and prepare payment-routing alerts and go-live communications. I’ve also created workflow guides and structured cross-training rotations across Operating and Trust segments.
