SENIOR OPERATIONS MANAGER AND BUSINESS PROCESS CONSULTANT
OPERATIONS MANAGEMENT - PROCESS RE-ENGINEERING - PROGRAM & PROJECT MANAGEMENT
Accomplished senior business operations manager and process consultant with extensive multi-industry experience in developing, implementing, and managing complex business processes and operations in both large corporations and small companies in the financial services, health care, transaction processing, e-commerce, and technology environments. Trench-hardened expert in managing cross-functional project teams in business process re-engineering, process re-design, and business/technology integration programs and projects.
·Business Unit Management
·Business Process Design
·Business Process Re-engineering
·Program Development
·Project Planning and Design
·Business Case Development
·Business/Technology Integration
·Process Mapping
·Benchmarking
Strong analytical skills and leadership abilities, coupled with tested and sound judgment.
EXPERIENCE
XYZ CONSULTING GROUP, Rolling Hills Estates, California
President, April – October 2002; June 2004 – Present
·Designed and implemented a blueprint for regulatory agency risk management compliance on behalf of a privately held payments processor. Assumed temporary stewardship and management responsibility for the firm’s merchant underwriting process. Also served as senior operations advisor for Sales, Customer Service, and Merchant Services.
·Directed a series of multi-disciplinary business teams in the development of future-state process flows on behalf of a major health care provider. Initiative was part of a $43 million implementation of Lawson ERP business software across a network of 41 hospitals in three western states.
AGRIBUYS, (supply chain procurement software and services), Torrance, California
Vice President, Client Services and Senior Project Manager, November 2002 – May 2004
·Senior project manager responsible for the company’s first successful retailer installation.
·Promoted: Assumed responsibility for Client Services organization before end of first year.
·Implemented and trained 200 suppliers in six months.
·Provided call center and help desk services supporting customer transactions of $10 million per week.
·Member, Agribuys Executive Management Committee.
BENTON INTERNATIONAL/PEROT SYSTEMS (management consulting), Torrance, California
Vice President and Manager, October 1985 – April 2002
Designed and directed client engagements. Developed and managed client relationships. Clients included Citibank, United Parcel Service, Comdata, and Bank Of America. Achieved personal billings in excess of $500,000 annually.
Process Re-Engineering:
·Developed a series of proof of concept scenarios, focusing on the restructuring of a specific package delivery business line, for a global transportation and shipping company. Efforts resulted in projected annual incremental pre-tax profit ranging from $30-$60 million in the first full year of operation to $50-$140 million by the fifth year.
·Developed business solutions projected to result in 66% per unit cost savings, translating to over $10 million annually, in a business process re-engineering engagement focusing on a large regional bank’s Internet bill payment operation.
·Identified over $4 million in specific, realizable annual cost savings in leading an enterprise-wide process re-engineering project for a regional bank, resulting in complete overhauls of branch operations, consumer lending operations, commercial lending operations, and check processing/back-office.
·Led multiple process re-engineering projects, resulting in the identification of significant operational efficiencies and creating 30% cost savings for a trucking services company. Recommendations included the establishment of a stand-alone central operations utility, the re-architecture of the core application system, and the elimination of paper processing through the use of an image storage and retrieval system.
·Designed and managed a process re-engineering project in cash management services and return item processing resulting in 35% cost savings for a $15 billion financial institution. Also provided quality assurance oversight for additional process re-engineering initiatives related to retail deposit operations and consumer lending.
Operations Management:
·Established a full-function back-office operation including both insourced and outsourced components for a $2 billion de novo bank formed in 90 days as a result of a federally mandated divestiture pursuant to the merger of two major multistate bank holding companies. Served as pro-tem director of operations, building a 75-person team in 90 days.
·For a $200 billion money-center bank, served on an executive consulting team responsible for program managing a highly aggressive rollout of off-premise, branded ATMs to retail and partner locations throughout the United States. Emphasis on ATM terminal monitoring, vendor management, and program performance measurement/MIS design and implementation.
·Completed an in-depth review and audit of electronic funds transfer settlement processes and the resultant general ledger and profit and loss impacts for the multi-state, multi-network electronic banking division of a large money center financial organization. Served as pro-tem Settlement Department Operations Manager.
Process Design:
·Developed automation strategies and implementation plans for branch operations, back-office operations, retail lending, and customer service for the largest commercial bank in Ireland. Plans encompassed the centralization of all back office and lending functions formerly performed in the branch system, and the establishment of a national call center in support of retail banking operations.
·On behalf of a leading manufacturer of merchant point of sale terminals, participated in product design and development of a hardware encryption device enabling secure Internet-based e-commerce.
·Provided process design advisory services to an “independent” Perot Systems transaction processing business serving the travel industry.
Business/Technology Integration:
·Led and directed the development of a five-year comprehensive technology master plan for a leading Farm Credit Bank, outlining the bank’s future direction, architecture, and major project initiatives relative to information technology and operations management.
·Developed call center service design architecture and associated business processes within the overall framework of an enterprise-wide direct bank market launch.
·Participated on a cross-functional project team responsible for the creation of a de novo financial services division targeting the Internet banking and remote brokerage market (25 million projected customers by the fifth year of operation). Focused on call center infrastructure and business/technology design.
PREVIOUS EXPERIENCE
CROCKER NATIONAL BANK, San Francisco, California and CITIBANK, New York, New York
Positions in operations and finance:
·Vice President and Group Director – Central Processing Operations
·Check Processing Operations Manager
·Operations Division Financial Controller ($100 million budget; 2,500 staff)
·Senior Project Manager
·Unit Manager – Statement Finesort
·Manager of Financial Planning and Analysis
EDUCATION
Simon School of Business, University of Rochester, Rochester, New York
M.B.A., Finance and Economics.
Brooklyn College, City University of New York, Brooklyn, New York
B.A., Economics.
Professional development courses in business and management (Stanford University), project management, and business leadership. |
