Ryan Muck

Ryan is a Managing Director in Protiviti’s Business Performance Improvement practice with 17 years of consulting experience and a focus on helping public sector organizations modernize operations, transform services, and apply technology in practical ways. He works with operations and technology leaders across government, education, transportation and related public-serving organizations to solve complex business problems at the intersection of people, process, data and technology.

Ryan also serves as an innovation leader across Protiviti’s finance, operations and digital transformation capabilities, with a focus on applied AI and technology-enabled delivery and client solutions. He helps clients identify high-value business problems and translate AI, automation, data and emerging technologies into practical solutions that improve decisions, simplify complex work and integrate into real-world business processes.

Across his career, Ryan has led large-scale operational and finance transformations, developed technology-enabled solutions and accelerators, and built and scaled complex managed operations. His work combines business and process expertise with technology, data and AI to help organizations move from ideas to solutions that deliver measurable results.

MAJOR PROJECTS

• AI-Enabled Payroll Validation & Collective Bargaining Rule Modeling – Led the design and development of an AI-enabled parallel payroll validation solution for a large metropolitan transit agency undergoing an HCM transformation across 17 collective bargaining agreements. Translated complex contract provisions into a configurable rules model so a common calculation engine could independently calculate and validate pay across all contracts. Built the solution within the client’s Azure environment with an AI assistant that helps users interpret results and trace calculations back to governing collective bargaining language.
• Large-Scale Contact Center & Service Operations Transformation – Led teams designing, scaling and operating complex customer-service environments across government programs. Developed the program infrastructure supporting the expansion of a federal contact center from approximately 1,000 to 2,500 resources, coordinating operations, technology, facilities, training, recruiting and change management. Separately, stood up and operated a 100% virtual managed contact center and claims-processing operation of approximately 275 people to support a state government’s surge in unemployment claims during COVID-19, supported by custom workforce-management, analytics and reporting solutions.
• Finance Transformation, Reconciliation & Controls – Led a public-sector finance transformation for a large regional government organization focused on stabilizing bank-account reconciliation processes and strengthening financial controls. Partnered with finance leadership and used data analytics to identify process and control gaps, remediate audit and operational risks, establish standardized reconciliation procedures and clarify roles and responsibilities. Developed process documentation, controls, walkthroughs and job aids to create greater transparency, consistency and audit readiness.
• Operational Transformation & Large-Scale Program Delivery – Led and supported major operational transformations requiring the integration of process redesign, technology, analytics, workforce and program governance. Experience includes operational scaling, managed solutions, program-management offices and complex service-delivery environments across public-sector, healthcare and commercial organizations. Ryan’s earlier work also includes helping a large state Medicaid program onboard and integrate more than 1,000 resources while using dedicated program support and analytics to improve onboarding and operational effectiveness.
• Data, Analytics, Risk & Process Improvement – Led transformation, internal audit and risk-management engagements using data and technology to improve visibility, strengthen controls and simplify business processes. Experience includes developing analytics and automation to expand audit coverage, remediating audit findings and designing risk-management programs spanning enterprise, technology and third-party risk.

AREAS OF EXPERTISE

• Applied AI & AI-Enabled Solution Development
• Business Process & Operational Transformation
• Finance & Operations Optimization
• Digital Enablement, Data & Analytics
• Public Sector Modernization
• Contact Center & Customer Experience Transformation
• Managed Business Solutions
• Program / Project Management (PMO)
• Internal Controls & Risk Management

INDUSTRY EXPERTISE

• Public Sector
• Transportation & Logistics
• Professional & Technology Services
• Healthcare

EDUCATION

• MBA, Finance, University of Missouri–Columbia
• B.S., Management, University of Missouri–Columbia

PROFESSIONAL MEMBERSHIPS AND CERTIFICATIONS

• Project Management Professional (PMP)
• LUMA Institute Certified Design Thinking Practitioner
• EQA/QAR Accredited