Patsy Ramirez

Voya Financial is an American financial, retirement, investment and insurance company based in New York City. Voya began as ING U.S., the United States operating subsidiary of ING Group, which was spun off in 2013 and established independent financial backing through an initial public offering. In April 2014, the company rebranded itself as Voya Financial.

Briefly describe the nominated individual: history and past performance (up to 1,250 characters):

Patsy Ramirez is a seasoned contact center leader with over a decade of experience driving operational excellence and employee engagement. Throughout her career, she has consistently demonstrated a deep understanding of contact center dynamics, balancing strategic vision with hands-on leadership. Patsy's leadership style is rooted in transparency, collaboration, and continuous improvement, which has earned her the respect of peers and direct reports alike. She has led multiple high-performing teams, consistently exceeding performance metrics while fostering a culture of accountability and support. Notably, Patsy is a three-time recipient of Voya's "Leading with Purpose" award, the highest honor within the organization. This prestigious recognition is reserved for employees who exemplify exceptional leadership, innovation, and impact. Patsy's track record reflects not only operational success but also a deep commitment to developing others and driving meaningful, lasting change across the organization.

Outline the nominee's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 1st, 2024, Patsy Ramirez has led a series of transformative initiatives that have significantly elevated transparency, efficiency, and the overall employee experience within our contact center. One of her most impactful accomplishments was the design and implementation of the Attendance Visual Tool in Orange Perform, a new KPI dashboard feature that provides real-time visibility into attendance occurrences. This tool includes dates, direct links to policy guidelines, and a clear visual history, resolving long-standing challenges during employee transitions and fostering a culture of shared accountability.

Patsy also spearheaded a major redesign of the Workday HRIS interface. Previously, employees had to navigate multiple tabs to access PTO, volunteer hours, and protected sick time. Under her leadership, these data points were consolidated into a single, intuitive view, empowering employees to manage their time more independently and reducing the need for managerial support.

In addition, she played a pivotal role in refining onboarding and post-hire transition workflows, raising the standard of work for both new hires and their leaders. Her efforts have streamlined training, improved consistency, and enhanced the overall employee journey.

Most recently, Patsy led a résumé calibration session with fellow managers, aligning hiring practices and improving the consistency and quality of candidate evaluations. Beyond her formal responsibilities, she also volunteers her time to mentor new managers, offering guidance, support, and practical insights to help them grow into confident, capable leaders. Her initiatives reflect a deep commitment to operational excellence, innovation, and team development.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

Patsy Ramirez's achievements stand out for their ability to address systemic challenges with sustainable, scalable solutions that benefit both employees and leaders. Her enhancement of Orange Perform is a prime example by creating a centralized, transparent attendance tracking system, Patsy resolved a long-standing pain point that hindered employee-manager transitions and accountability. This innovation not only improves operational clarity but also strengthens trust, fairness, and consistency across the organization.

Her redesign of the Workday HRIS interface is equally transformative. By streamlining access to PTO, volunteer hours, and protected sick time into a single, intuitive view, Patsy empowered employees to take ownership of their time-off while significantly reducing administrative burden on managers. This advancement enhances both efficiency and employee autonomy two critical pillars of a high-performing contact center.

Patsy's work in onboarding and résumé calibration reflects her holistic, people-centered approach to leadership. She does not just focus on metrics she invests in people. By refining training materials and aligning hiring practices, she ensures that every stage of the employee lifecycle is thoughtful, consistent, and growth oriented.

What makes these achievements utterly unique is Patsy's ability to seamlessly blend strategic thinking with empathy and execution. She identifies gaps, builds cross-functional partnerships, and delivers solutions that elevate the entire organization. Her work is not only innovative it is deeply human-centered, making her a standout leader and a driving force for positive change in the contact center industry.