Josephine Pappas

About Josephine Pappas

Results-driven leader with experience developing and executing strategic plans that…

Experience

1. Head of Operations

   Fairmatic

   Sep 2021 — Present

   Head of Operations for an insurtech startup that delivers performance-priced commercial auto insurance. • Led a global team of 9 Underwriting Assistants (UAs) and 8 offshore FTEs responsible for submission processing. • Created and managed the operating model for the end-to-end (E2E) quote-to-bind process and post-bind services. • Established standardized operating procedures and implemented SLAs to improve efficiency, productivity and quality. • Identified and transitioned tasks from Underwriters to the UAs, which opened up more underwriting capacity. • Partnered with IT to design and launch a custom Salesforce implementation that standardized submission processing and introduced an automated workflow, paving the way for improved efficiency, process automation and scalability. • Collaborated with IT on the development and execution of the IT/Operations roadmap to automate E2E processes. • Developed, analyzed, and monitored KPIs and OKRs to drive operational performance.

Skills

• Executive Management
• Team Leadership
• Business Transformation
• Acquisition Integration
• Mergers & Acquisitions
• Vendor Management
• Project Management
• Strategic Communications
• Insurance
• Spanish
• Program Management
• Strategy
• Outsourcing
• Global Cross-Functional Team Leadership
• Mergers
• Business Process Improvement
• Cross-Functional Collaborations
• Integration
• Cross-Functional Team Leadership
• Operations Management
• Change Management
• Team Management
• Global Operations
• Strategic Planning
• Service Operations
• Coaching & Mentoring
• Process Improvement
• Staff Development
• Management
• Customer Experience
• Operational Excellence
• IT Solutions
• Project Management Office (Pmo)
• Customer Service
• Customer Satisfaction
• Leadership
• Pmo
• Kpi Dashboards
• People Management
• Budget Management