Description
Asia Start Month & Year: Apr 2000 End Month & Year: May 2007 Reason for leaving: Company restructuring * Responsibilities - Managed a 20-member network strategy team representing regions around the world to create a single Global Customer Servicing IT and Business Strategy / Strategic Information Systems Plan reaching across 54 countries. * Provide IT Governance of servicing portfolio. This included reviewing multiple RFPs and vendor evaluation to fit the business process management (BPM) tool the business and technologies wanted to bring into the company. Delivered Global Card Management Strategy managing a team of 30 business, technology partners and vendors. Strategy included a roadmap for invest and disinvest technology projects and a path to reduce IT expenditures. Collaborated with multiple clients to cultivate ideas, drive initiatives, and deliver results using approved Customer Resource Management (CRM) tool-sets ensuring software integration (IaaS/SaaS)/service oriented architecture (SOA) and cloud architecture was part of the delivered solution. * Provided technical direction to teams in deciding best solutions, software, vendors. Responsible for all Program/Project management and delivery, ensured project met standards and compliance across IT Governance. * Collaborated with multiple clients to select Customer Resource Management (CRM) solutions. Identified solutions that covered the majority of the company's requirements. Portfolio ownership of software used by technologies, reduced the technologies budget by 25% allowing the business to continue investing in Web / Open Source solutions. * Collaborated with team to analyze IT and business processes used across 54 countries to support Global Card Processing. The strategy reduced the number of card servicing solutions from 26 to 3 acceptable solutions along with migration plans to move from the 26 platforms down to 3. * Provided subject manager expertise (SME) across Financial Services processing which lead in reducing time to market and delivered innovative global servicing platform. This reduced customer servicing cost, reduced errors, re-engineer call center operations and allow customers to utilize eCommerce. Title: Director - PMO Start Month & Year: Jan 1989 End Month & Year: Apr 2000 Reason for leaving: New position * Responsibilities - Lead team to set Enterprise Project Management standards which included monitoring results and financial analysis. Developed process/ infrastructure required to select projects and ensured they aligned with Long Term Business Plans. * Managed relationship with outsourcing partners, managed their performance and services. Developed strategy to build out mid-range hardware infrastructure in the company's secure facility. Built out monitoring tools, network infrastructure and security to AXP standards. Ensured disaster recovery is established and executed. and Australia to meet with leadership 2 to 3 times a year to ensure any IT projects were staffed or managed with IT Governance. Responsible develop and retain local ASP staff. Expanded team development programs researched and implemented low-cost education programs along with attending selected courses in project management. Responsible for development of vendor RFP's evaluation of responses selection process and contract negotiation Developed process maps to lead the consolidation of processes resulting in a 20% reduction in IT budget over a 4-year time period and improved deliver time to customers by 25%. * Mentored 23 project managers to successfully deliver over 40 new critical business initiatives such as supporting new 4 call centers expanding risk management to US Japan Australia UK and Germany rolling out a new customer servicing platform in the US. * Managed roll-out of joint venture card business technology along with other business solutions with a $20M budget. * Achieved delivery time improvements for IT projects by leading the development of process maps to identify resources needed for each type of projects. This resulted in a 65% reduction of meetings with IT technologies and reduced IT budget by 5% over a 4-year time frame.
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