What I offer
Dedicated Servant Leader focused on Operations, Risk, Control, Finance
• 20 years successful experience in operations in financial services/related industries
• Built strong relationships as a trusted advisor building sustainable, successful processes exceeding regulatory.
• Focused on Risk, Control and Issues Management in operations.
• Exceptional communicator
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Broad Based Experience
Strategic Planning & Execution
Business Transformation
Leadership
Communications
Risk Control Development and Management
Issues Management
Reporting and Analytics
Process Improvement
Operations Management
Capacity Planning
P&L/Budget Management
Team Development
Leader Development
Sourcing
Recruting
Developing
Retaining
Performance Management
Coaching
Mentoring
Goal Setting
Goal Aligning
Improving Gommunications
Tailoring Communications to audience
Experiences
Operational Effectiveness and Efficiency
• Increased profits $3 M by raising phone agent availability 200 bp.
• Built ops incentive plan, reducing sick time losses 17% with a 400% ROI.
• Reengineered all processes cutting cost 12% and processing time 8%; increased productivity 14%.
• Increased credit card recoveries 25% via effective BPO.
Servant Leadership
• Executive Leader in team responsible for 3500 agents, $200 M budget, 7 sites.
• Executive Leader for Customer Service for $14 Billion operation.
• Direct Leadership of 250 plus Team Members with Matrixed responsibilities for over 400.
• Recognized/sought out as Leader, Coach, Mentor, Recruiter.
Expense Optimization
• Delivered business cases for annual saves of $3 M.•
• Optimized $11M budget, reduced expenses over 12%.
• Reduced net credit loss ratio to one half industry average, increasing company profits 50%.
• Improved turn time 20%; cut costs 25% by outsourcing to improve flexibility/resliency.
Problem Solver / Turnarounds / Start Ups
-Picked by CFO for turnaround of Procurement Organization; $11 M save year 1; customer satisfaction +50%
-Transformational leader driving customer focus/operating efficiencies:
• Calls per agent +20%, mitigated 40% of inbound volume
• Reduced delayed files by 85% / turntime by 50%
Customer Focus
-Built monitoring program for 3 M customers across 5 sites/3500 reps
-Reduced call abandon rate 90%, attaining 94% sat rate in collections
-Led 4 site mortgage operation producing $6 B in loans in 2 years
-Earned “delighted” ratings on 85% of consumer
-$12 M in annual saves via reengineering
International Experience
• Leader in Recovery/Resolution Planning Program for Financial/Operational functions moving 1500 FTE to in-house centers in India from vendor saving $10 MM.
• Stood up multiple Operational Teams in The Philippines & India to add “follow the sun,” salary arbitrage, risk mitigation, skills addition.
