Ryan Muck Managing Director Ryan is Managing Director in Protiviti’s Business Performance Improvement practice with 16 years of consulting experience. He helps clients stabilize, standardize, and optimize business processes & operations and equip teams with innovative, technology-driven solutions. Ryan is one of Protiviti’s Public Sector Industry Leaders.MAJOR PROJECTSOperational Transformation for Organizational Growth – Supported multiple clients with large-scale operational transformations. In one example, designed and implemented a PMO function to enable a Federal government contractor to scale from 1,000 to 2,500 operational resources in a 6-month timeframe leading a team overseeing close to 1,000 of those resources. Also recently, supported a large state Medicaid program transition by partnering with the client to bring on 1,000+ resources in various operational roles, enhancing onboarding and effectiveness with a dedicated program support team and data analytics.Unemployment Contact Center and Claims Management - Built and operationalized a 100% virtually-managed team of 275 resources to support a State government’s surge in unemployment claims during COVID. Oversaw operations for contact center, claims processing, and claims integrity auditing.Audit, Risk, and Controls – Led numerous internal audit and risk management engagements. Managed full lifecycle of internal audit process for multiple clients including serving as the outsourced IA Director. Developed automation and data analytics solutions for clients to widen audit coverage. Helped multiple clients through remediation of audit findings. Designed and implemented risk management programs for multiple clients, from IT risk to third party risk.Sales Operations Back Office Enablement – Assisted a technology services provider in becoming a channel partner and exclusive distributor for a software OEM, creating a new line of business. Designed future state processes for sales operations and back office, assembled a team of SalesForce experts to implement a new CRM, including integrations and automations between internal and partner systems, and managed back-office support team.FEMA Reimbursement Program – Developed and led a program for a healthcare system to identify COVID-19-related expenses eligible for FEMA reimbursement, resulting in an extra $38 million in reimbursements.AREAS OF EXPERTISEOperations ManagementOperational TransformationBusiness Process ImprovementFinance / Operations OptimizationManaged Business SolutionsProgram / Project Management (PMO)Business Intelligence & Data AnalyticsInternal AuditRisk Management (Vendor, IT, ERM)INDUSTRY EXPERTISEPublic SectorProfessional / Technology ServicesHealthcareTransportation & LogisticsEDUCATIONMBA – Finance – University of Missouri, ColumbiaB.S. – Management – University of Missouri, ColumbiaPROFESSIONAL MEMBERSHIPS AND CERTIFICATIONSProject Management Professional (PMP)LUMA Institute Certified Design Thinking PractitionerEQA/QAR Accredited
