Project 5: Workflow Automation & AI Integration
From Manual Bottlenecks to AI-Driven Efficiency
Automation isn’t about replacing people. It’s about unleashing them.
The Challenge
Critical workflows (from title commitments to policy generation) were still highly manual, repetitive, and error-prone. Staff were spending hours clicking through the same tasks, copy-pasting data between systems, and double-checking work that should have been seamless.
The cost wasn’t just time. These bottlenecks slowed customer delivery, introduced inconsistency, and tied up talent that could have been focused on higher-value work and really started to cause staff burnout. As the business scaled, this approach wasn’t sustainable.
The Actions
I led a transformation initiative that leveraged automation and AI to redesign how work got done.
Mapped end-to-end workflows to identify bottlenecks and eliminate redundant steps.
Introduced automation frameworks within core systems to streamline document management and data flow.
Integrated AI-ready third-party tools for smarter verification, faster processing, and improved consistency.
Partnered with engineering and operations to ensure automation worked at scale without disrupting service delivery.
This was less about installing “new tech” and more about reimagining the operating model.
The Results
25% reduction in manual processing time, immediately freeing capacity.
Faster delivery speed, improving customer experience and turnaround times.
Workforce reallocation, shifting staff from repetitive admin tasks to customer-facing and strategic roles.
Improved reliability and consistency of commitments and policies across regions.
The Takeaway
This project reinforced my belief that automation is a human story as much as a technical one. Done right, it doesn’t just cut costs — it unlocks potential. By embedding automation and AI into workflows, I gave the organization back its most valuable resource: time.
Time for staff to innovate. Time for leadership to focus on growth. Time for customers to get answers faster.
That’s what real workflow transformation looks like.
