Glenda Smith

About Glenda Smith

Results-driven Director with deep expertise in commercial insurance operations…

Experience

1. Vice President - Director of Certificate Operations at Lockton

   Lockton

   Aug 2002 — Present

   Supervise and manage personnel and processes of all Technical Service Units• Supervise and manage global team• Work with IT to develop roadmaps and to identify requirements and updates to systems• Work with IT to approve proof of concept for systems• Lead User Acceptance Testing• Write scripts and organize Regression Testing• Communicate system updates to TSU Leads and CID as needed• Demo systems for prospects and clients• Facilitate and collaborate with all cert units and various account teams to identify best practices regarding workflows and systems• Work closely with legal to identify and communicate potential risks, and troubleshoot issues as they occur• Work closely with QA to ensure we are in compliance with state regulations and laws• Communicate changes in processes, laws, and regulations to CID• Monitor state updates in Auto ID cards• Monitor Acord to ensure our forms are current and we are not violating copyright• Escalate issues to legal or QA as necessary• Work with leadership, account teams, and certificate units to streamline and develop processes• Facilitate Team Lead Meetings• Meet with account teams to setup all NetCert clients• Quarterly one on one meetings with each team lead and senior• Serve as liaison between TSU, account teams, IT, Legal, and QA• Meet with account teams to discuss systems, processes, and issues• Meet with client groups to gather feedback and enhancement ideas• Serve as primary support for issues with systems, processes, etc.• Communicate process and system changes to CID as needed• Work with leadership in the center and series for process changes, analyzing workflow, and managing head count• Travel to offices to meet with cert and account teams as needed• Serve as an escalation point for our technical service units dealing with compliance, system issues or training issues• Meet with account teams, prospects, and clients to discuss options and processes as needed

Skills

• Working with Brokers
• Liability
• Employee Training
• Professional Liability
• Uat Coordination
• Distance Learning
• E-Learning Modules
• Adult Learning Theory
• Curriculum Development
• Client Education
• Sharepoint
• Product Management
• Workers Compensation
• Underwriting
• Property & Casualty Insurance
• Risk Management
• Team Management
• Communication Skills
• Project Management
• Brokers
• Commercial Insurance
• Microsoft Excel
• E-Learning
• Insurance
• Outlook
• User Acceptance Testing
• Curriculum Design
• Product Development
• Product Requirements
• Microsoft Word