Overview:
I have 30 years of experience in both management and consulting in a wide range of industries. This experience includes several start-up and profit-center management roles for key services and industry capabilities of PricewaterhouseCoopers. In recent years, I founded and built a market-leading Customer Relationship Management(CRM) consulting practice in the Financial Services sector for the Firm. My goal for my next career is to leverage my management, industry and functional experience as a senior executive in a large Financial Services organization, with major responsibility for advancing CRM as an enterprise-wide program.
Most Recent Position:
PricewaterhouseCoopers, PwC Consulting (retired 3/31/02)
Managing Partner, Customer Relationship Management Solutions (CRMS)for the Financial Services Sector
Most Recent Roles and Responsibilities:
Leader of the PwC Consulting CRMS practice for the Financial Services Sector in the Americas Theatre; co-leader of this practice globally. Responsible for development of CRM strategy, organization, process and technology solutions and services to be delivered by PwC Consulting to multi-national Financial Services companies. Direct management responsibility for hiring, training, developing and retaining high-performing professionals, and in growing and operating the FS CRMS practice on a profitable basis. Personally sold and directed delivery of CRMS consulting services to selected individual PwC Financial Services sector clients.
Representative Experience:
Held P&L responsibility for several PW/PwC practice units over the past 20 years. Each of these units was consistently profitable, high-profile, and recognized as being among the market leaders in its service domain. Recognized as a leader who develops high-performance, high-morale, cohesive teams. Particularly strong industry experience in Financial Services, Managed Healthcare, Pharmaceuticals and Manufacturing.
Led the initial definition and formation of the Price Waterhouse CRMS practice in the Financial Services sector. Over the past seven years, grew and developed the PW/PwC Financial Services CRMS practice into an industry leader. Developed and led the PwC Consulting alliance with Siebel Systems in the Financial Services sector. Initiated joint solution development efforts, facilitated target client planning and pursuit activities, and fostered close PwC/Siebel working relationships on solution and service delivery teams.
Networked with C-level Financial Services sector executives, primarily in Sales, Marketing, Service and Customer Management domains to maintain current awareness of industry issues, and to broaden the market presence and visibility of PwC Consulting. Worked with PwC leaders in Insurance, Banking, Investment Management, and Capital Markets to develop strong value propositions for PwC Consulting solutions and services.
Worked closely with PwC Consulting leaders in Strategy, Finance, Human Resources, and Information Technology to develop integrated service offerings around CRM solutions, and to facilitate cross-selling of a full array of PwC Consulting solutions and services to the Firm’s largest global clients.
Sold and delivered high-impact, high-quality CRM solutions and services to key PwC Financial Services clients, such as:
• The MONY Group – Customer Interaction Center diagnostic and improvement program; development of a new business model for the Annuities LOB; CRM technology implementation for the MONY Independent Network
• The Hartford – CRM strategy, process and technology implementations for Hartford Commercial Lines, and for the Hartford Customer Service Group
• Merrill Lynch – CRM technology implementation to support M-L Private Client customer service strategy
• Fleet Boston Financial – Migration of retail banking telesales operation to an improved business model and supporting technology
• Bank of America – Definition of cross-selling strategies, processes and enabling technologies for the Private Banking operation
• Cigna – Field sales organization, process and technology implementation for Cigna Healthcare
• Prudential – Development of improved underwriting and pricing methods, and implementation of processes and technologies to enable those methods
While building the Pharmaceutical industry practice, tracked the emergence of Managed Healthcare as a major issue for medical, pharmaceutical and health insurance companies. Founded and built a national Managed Healthcare consulting practice. This practice was comprised of thought leaders and consultants who worked with a number of the Nation’s leading Managed Healthcare players in providing strategic, tactical, and technology solutions and services.
Pioneered development of PwC manufacturing management consulting capabilities, including negotiating an agreement with Kawasaki Heavy Industries to train U.S.-based consultants in Japanese manufacturing management methods on-site in KHI factories. Chaired a global steering committee for the PwC Manufacturing Management Consulting practice. Consolidated and focused manufacturing consulting staff and partners into a strong national business unit. As this practice capability matured, refined the focus on specific manufacturing subsectors, i.e.: Aerospace, Consumer Products, Automotive and Pharmaceuticals. Assumed personal responsibility for initiating the PwC consulting drive into the Pharmaceutical industry.
Employment History:
Price Waterhouse/PricewaterhouseCoopers, 1975-Present
1995-Present; Managing Partner, Financial Services Sector Customer Relationship Management (CRM) practice. Founded and built a market-leading CRM practice focused on large FS institutions. Line responsibility for 13 PwC partners and 260 professional staff in the East Business Unit. Global management responsibility for FS CRM market and capabilities development in key FS industry sectors and geographies. Global account management responsibility for AIG, and support roles for PwC global account initiatives across the FS sector.
1992-1995; Managing Partner, Pharmaceutical and Managed Healthcare consulting practice. Founded and led the development of the first PwC practice focused on the emerging Managed Healthcare industry. Initiated and sponsored innovative consulting services and solutions for payors, providers and suppliers in the Managed Healthcare marketplace. Key personal clients included; Abbott Labs, Warner Lambert, Schering-Plough, Kaiser-Permanente, Cigna Healthcare, and Oxford Health Plans.
1986-1992; Managing Partner, National Manufacturing Management Consulting practice. Consolidated local office manufacturing sector consulting practices into a cohesive, focused national practice which became the most profitable practice unit in the PwC Americas Theatre operations. Key personal clients included: United Technologies, Rockwell, Bristol Myers, Pfizer, Pechiney, Bausch & Lomb, and Dana Corporation.
1981-1986; Partner, Operations Management Consulting. Led the development and delivery of consulting services in manufacturing and white-collar productivity and operations improvement. Pioneered the Firm’s entrance into Word Processing, Just-in-Time manufacturing (JIT), and Total Quality Management (TQM). Key clients included: IBM, General Motors, Union Camp, Starkist, Southern Connecticut Gas Co., Emery Air Freight, Air Canada, New York City Fire Department, New York City Board of Education,
1981; Admitted to the Partnership, July 1, 1981
1976-1981; Manager, Operations Management Consulting. Sold and delivered a range of operations and productivity consulting engagements to large global companies. Key clients included IBM, Fiat Auto, General Foods, Bristol Myers, and Corning Glass Works.
1977-1979; Manager-in-Charge of the Stamford, Connecticut consulting office
1976; Promoted to Manager, July 1, 1976
1975-1976; Senior Consultant, Operations Management Consulting. Project team member and team leader for several major PwC clients, including: Depository Trust Company, SBLI, MCI, and The New York Times.
General Telephone & Electronics, Market Planning Manager, 1971-1975
1972-1975; Market Planning Manager, GTE of the Southeast
1971-1972; Management Intern, GTE of the Southeast.
Education History:
MBA, Operations Research, Duke University, 1972
BBA, Economics, University of Iowa, 1970
Outside Interests and Services:
Duke University, Alumni Association
Duke University, Fuqua School of Business, “Isle Maligne Society”
Yorkville Youth Council, New York City, Little League Baseball coach
Military Service:
United States Marine Corps, 1965-1967
Vietnam Veteran, Purple Heart recipient
“Veterans of Foreign Wars”(VFW), Life Member
Personal:
Married, two children ages 15 and 18.
Hobbies include sailing, biking, skiing, bridge, reading non-fiction |
