Senior technology leader who consistently achieves strong financial results by establishing strategic direction, building strong management teams and driving process improvement. Proven track record in delivering global enterprise technology initiatives and leading all facets of technology organization, program management, IT strategy, and data center operations. Builds key relationships and develops strong leaders. Innovative and result oriented in driving business value from technology.
• Global $24 million, 8000 seat CRM Implementation for Sales, Order Management and Service
• Global support for 40+ custom applications, telephony, call center infrastructure
• eChannel implementation supporting 500,000 B2C and 2000 B2B users
• Business process transformation for a front, middle and back office $6 Billion global treasury business
• Merger and Acquisition for major financial services organization
• Achieved high Associate Satisfaction and high engagement scores
• High Business Partner Satisfaction
• Enterprise Architecture and Application Architecture leadership roles.
Professional Summary / Select Accomplishments
Consulting Leader, Financial Services, Big 3 Consulting Firms 2007 – Present
Responsible for delivering business process improvement and cost reduction initiatives for key US banking relationships. Managed upwards of $6 million in active client engagements.
-Delivered a $40 Million, 16 Month ROI cost reduction strategy to rationalize regional bank’s payment infrastructure. Recommendation included eliminating duplicate business functions, streamlining front, middle and back office functions and rationalizing technology foot print. Completed vendor assessment and solution architecture for payment hub and developed a three year roadmap to create an enterprise wide payment utility.
- Developed customer service strategy for a 2000+ person business card services organization The scope included developing business strategy and execution to transform operations and technology platform. Results included 26% improvement in customer satisfaction, 30% (4 day reduction in cycle time to revenue), $6 million in new annual revenue. Delivered Siebel CRM platform, Genesys CTI and build out of the call center infrastructure.
Technology Executive– Customer Service Technology, Bank of America 2003 – 2007
Responsible for key client relationships and a $30 MM service delivery and technology support portfolio. GTS is a $6 Billion dollar annual revenue global business.
-Delivered $26 million service delivery transformation initiative for global treasury customer service organization supporting over 500,000 users, 12,000 business relationships and 3200 service and sales associates. The solution achieved 25% improvement in customer satisfaction, 33% (six days) improvement in average cycle time to revenue. The project scope included eService platform VRU), call center build out, Siebel order management, Siebel ePricing, CRM, customer service desktop and integrated with over 26 legacy application. Delivered 50,000 hours in software development, $6 million in infrastructure deployment and rolled out the platform to 8000 sales and service associates across 23 global service center locations.
- Developed a $50 Million business case and a multi generational business plan for a $7 Billion annual revenue business enterprise delivering treasury products globally.
- Delivered 85%+ business satisfaction and 78% Associate satisfaction by redirecting 150 person IT organization into a strong successful customer focused, result oriented strategic business unit. Achieved 40% cost reduction in operating budget through associate engagement, performance management and process improvement. Enhanced the annual delivery capability of the organization by 1000%.
- Developed and secured funding for a four year $ 50 Million investment plan to build a world class client servicing organization. The scope included market research on client need assessment. The deliverable included defining the service model, client segmentation; assisted service process redesign; employee readiness; and technology platform. The effort included internal and external technology assessment and identifying people, process gaps.
- Led payment transformation strategy from paper to electronic payment and created a five year multigenerational plan to retain revenue and establish dominant position in electronic payments.
Managing Director, Charles Schwab and Company 2000 – 2003
Responsible for the eChannel product and customer service platform for employee equity compensation. Managed key business partner relationships and co-led business development and marketing to 500 partner relationships. Managed a fifty person product development and technology team.
- Delivered eChannel platform to grow 250% (1500) increase in online stock trading revenue. Developed eChannel capability for corporate customer employee’s trade equity compensation products including features such as stock trading; dynamic financial modeling; eLearning; and eAccount Opening. The site was delivered in 8 months and resulted in over one million daily page hits.
- Delivered CRM, call center application, business intelligence, stocks settlement systems for 250 person client services organization. Led the redesign of the platform to reduce achieve a 50% reduction in the technology ownership cost.
- Achieved 3.5 Million dollar annual savings by promoting reuse of common business services. Established and led the Application Architecture program office to over $50 MM technology initiatives. Defined the process and operating model to govern application architecture. 25% improvement in project metrics to achieve 90% on time / on budget project level metrics.
- Collaborated with the head of the enterprise on initiatives driving competitive advantage, product development, corporate sales, and Customer Retention initiatives.
Senior Manager, Technology Product Development, Bank of America 1993 - 2000
Responsible for the design of the $100 MM technology initiative to build the cross bank, industry wide image archive utility in preparation of the US Check 21 regulation. Currently the utility archives 60% of the total 65 billion annual check volumes
– Led the design to archive and access 100 MM daily check images
– Developed the product strategy to market the database
– Led the Infrastructure and Network design to achieve 99.999 % access to archive images across the enterprise. Images were captured archived across 15 capture / 3 data center sites.
Technical Product Manager, Application Development 1996 - 1998
Responsible for product development delivering cash management products Bank’s clients
– Delivered product for clients to view image statement and check images. Image statement and check images were delivered on CDROM and provided the ability to users to search images.
– Led the Infrastructure /Network design to achieve 99.999% access
Senior Developer 1993 - 1996
Professional Experience, Prior to 1993
Head, Professional Services, UK, Unisys Corporation, Project Manager, System Engineer, Programmer.
PROFESSIONAL DEVELOPMENT
Leading Edge - Leadership Training; Schwab Leadership Mentoring Program; Manager of Manager Training; 2Coach 2 Mentor, Advanced Manager Development, Six Sigma. Presented papers at major technology conferences.
EDUCATION
BS-Engineering; Management Training
Technology Experience
Customer Relationship Management, CRM, Order Management, Business Intelligence, ACH, Prepaid Card, Visa Information Management System, VIM, WORKS, SDOL, Mastercard, TSYS, First Data, Credit Card, Online Trading, eCommerce, EDI, Healthcare, HIPPA, Senior Project Manager, Program Manager, Business Process Design, Workflow Management, IT Executive, IT Senior Manager, IT Director, Genesys, Avaya, Nortel, Siebel, Oracle, Genesys, GVP, CTI, Enterprise Routing, Work Force Management, Workflow, Windows NT/2k; Solaris AIX; LINUX; Oracle; UDB/DB2; SQL; CICS; J2EE -Weblogic; Websphere; iPlanet; IIS; HTML; WSDL; SOAP; XML; MQ; EAI; EIM; NDM; TCP/IP; UDDI; IIOP; SSL; HTTP; SMTP; UDP; RACF; Java; Perl; Shell Scripting; SIEBEL Order Management; Siebel Certified, Siebel 7.7, Siebel 7.8, Service Oriented Architecture, Siebel Sales, Siebel Call Center. |
