Executive Profile
Results driven leader with proven success in balancing operational efficiencies and business growth with client satisfaction, offering over 16 years of experience in general management of organizations within the financial services industry. Strong planning, organizational and communication skills with the ability to independently plan and direct all levels of business affairs. Able to build and foster strategic business relationships with corporate level executives, creating client loyalty resulting in increased revenues and bottom-line profitability. Proven history of building productive teams achieving improvements in indices measuring quality, productivity and cost. Expert in analyzing existing operations and implementing the strategies, processes and technologies to improve organizational performance. Extensive P&L management, project management, information technology and human resources experience.
Career Achievements
• Led a team of professionals responsible for opening an image based, power encode processing facility in 2004. Involved in all aspects of site location, lease negotiations, development of floor plan, construction, staffing, development of the training schedule, volume capacity analysis, installation and testing of hardware, and the creation of a productive operational environment. We completed all phases and started processing within a 120 day window. The project was completed 2 weeks ahead of schedule and under budget by 3%.
• Improved net operating profit from ($175,000) loss in 1998 to $450,000 profit, or 4.5% NOP, in 2000.
• Managed a 71% increase in the number of clients between 1998 and 2002. Processing volume increased by 105% and client survey satisfaction improved 24% in the same period of time.
• Co-Project Manager of the Western Region Check Imaging Project 1998 to 2002. Project focus was to implement prime pass imaging capabilities in all Western Region check processing centers. All centers were fully image enabled within established timeframes per the project charter.
• Project Manager for the implementation of the back office component of multiple Internet Banking (I-Banking) solutions. The projects included the establishment of remittance payment processing channels, fraud detection and return item solutions, check collection, check processing and forward transit presentment. The internet banking solutions reduced float by 66% and increased revenue by 250% measured on a per item basis.
• Project Manager responsible for the consolidation of two high volume processing facilities in 1997. This project was completed on time and under budget by 10%.
• Reduced the turnover rate of a large volume transaction center from 39% in 2000 to 20% in 2002.
• Project Manager of the Western Region ECCHO Project (Electronic Check Clearing House Organization) 1991 and 1992. This was a strategic partnership forged with a correspondent bank to reduce float and expedite forward collection of transit items. Achieved a 100% timeliness rating over the duration of the project.
• Operations Leader and Interim Site Manager in the start up of two check processing centers. Riverside California 1990 and Fresno California in 1994.
Professional Background
Lead Consultant
Provide consulting services to the Financial Services industry in the areas of general management and functional operations. My experience has including project and practice management, business development and operations management. Areas of expertise include payment systems, image based technologies, call centers and customer service departments, transaction processing, claims handling and adjustments, TQM, IT
implementations, activity based costing, process re-engineering, internet and electronic banking solutions.
Senior Vice President, Western Regional Manager of Payment Services
Tasked with improving customer service and implementing technology initiatives while reducing overall operational expense. I also was responsible for developing and implementing the long range business plans for the region. The regional Transaction Centers provided payment processing services to 30 clients, employing 145 associates, and generating $13.2M in annual revenues. Other responsibilities included, but were not limited to, fostering long term partnerships with clients, developing the annual operating budget, budget reforecast, audit, human resource activities, business resumption planning, product development and implementation, sales support and presentations, and consultative services.
• Improved NOP 7.5% and reduced employee turnover 5% in the first 6 months in this position.
• Successfully implemented a branch image capture (BIC) solution for a 36 branch regional bank and a 3 branch Northern California bank improving on line posting and timeliness 50%.
• Successfully converted 4 clients to image statements. This resulted in expense reductions of $7k per month and an improvement in statement timeliness by an average of 33%.
• Achieved expense reductions of $60K annually through the renegotiation of maintenance contracts.
Vice President, Center Manager
Tasked with growing the organization while improving service and significantly reducing expenses. Responsible for daily operations of a facility providing services to 72 client institutions, with 300 employees, and a $10.8M P&L. I led a team of professionals responsible for accurate and timely delivery of products, quality assurance, product development, and client satisfaction. Other responsibilities include audit, business resumption planning, evaluating emerging technologies, contract review and negotiations, human resources, salary administration, employee development and recognition programs, and defining the strategic direction of the business unit.
• Develop and implement quality assurance initiatives and create methods to track and measure the effectiveness of quality assurance programs.
• Perform cost to benefit analysis on emerging technologies and quality assurance initiatives.
• Design client satisfaction initiatives and provide administrative oversight to measure the effectiveness of the implemented programs and ensure their ongoing success.
• Perform workflow analysis to identify inefficiencies in production and correct inefficiencies through process re-engineering.
Operations Manager
Responsible for POD and Inclearings capture operation, meeting daily/nightly processing deadlines, hiring and training all production staff, completing daily management reports, meeting monthly budgetary goals, successfully supporting new client conversions, preparing operations to successfully pass audit, and ensuring acceptable client service ratings for each department.
• Introduced an incentive program increasing productivity by 106% while improving quality and meeting budgetary objectives.
Remote Site Manager
Site Manager for a remote check processing operation. Responsible for the development of the annual operating budget, meeting monthly budgetary goals, meeting nightly processing deadlines, hiring and training all production staff, completing daily management reports, successfully supporting new client conversions, and ensuring acceptable client service ratings for each department.
POD Operations Manager
Responsible for the proof of deposit check processing operation. Expectations included meeting nightly POD processing deadlines, hiring and training all production staff, completing daily management reports, successfully supporting new client conversions, and ensuring acceptable client service ratings for each department. |
