Michael Carroll

About Michael Carroll

Program Management: Ensure the overall health and regulatory compliance of the Product Tax program, maintain the roadmap and project/enhancement backlog, manage several large- and small-scale projects simultaneously, and provide guidance to business units as the subject matter expert and owner of the program.Prioritization & Decision Support: Prioritize requirements and enhancements by business value, risk, and effort; present tradeoffs and status to governance bodies such as the Product Tax Committee, project sponsors/stakeholders, or leadership teams.Stakeholder Engagement: Cross‑department collaboration with Systems/IT, Tax, Accounting, Compliance, Legal, Claims, Back Office, Contact Center, Data Analytics, and others.Business Analysis: Translate complex regulatory and business needs into clear, testable business and functional requirements with acceptance criteria; experienced author of requirements for administrative system enhancements.Communication and Facilitation: Exceptional written and verbal communicator with extensive experience leading structured project meetings, delivering complex training, and regularly reporting to the Product Tax Committee to drive alignment and decision making.Research and Remediation: Legal and regulatory analysis as well as extensive experience in multi‑system research and reconciliation, remediations, and driving system enhancements to reduce future remediations.

Experience

1. Specialist - Retirement Claims

   Symetra

   May 2025 — Present

   Develop and maintain department procedures with a focus of reducing gaps and finding efficiencies that reduce manual workarounds- Authored full procedure for a new beneficiary tracking system in Claims; conducted research by reviewing related processes/procedures and interviewing key stakeholders, recruited end-users to test the procedure prior to implementation- Drove consistency and transparency in communication of procedure changes by implementing a weekly procedure update digest, eliminating the need to search for procedure updates in Teams, meeting notes, or other emails.• Collaborate with operations and systems teams to investigate exceptions and identify root causes; escalate system issues and track remediation progress.• Act as a resource for peers and other areas, providing guidance on complex inquiries.• Manage a workflow of claim files, including initiating and following up on claimant correspondence.

Skills

• Technical Recruiting
• Project Coordination
• Social Networking
• Sdlc
• Behavior Interviewing
• Full-Cycle Recruiting
• Events Coordination
• Applicant Tracking Systems
• Recruitment Advertising
• Software Implementation
• Account Management