Division Vice President, Business Transformation Resume Example
Love this resume?Build Your Own Now
DIVISION VICE PRESIDENT, BUSINESS TRANSFORMATION
Professional Summary
High-profile, high-energy executive who leverages global career experience to deliver performance and productivity. A seasoned P&L leader whose results are rooted in superior associate engagement, proven process transformation acumen and continuously launching skilled new leaders. Having risen through a business that survived a cataclysmic blow to its foundation through swift action, the leadership posture is confident and decisive. Roles of increasing responsibility both solving with clients and leading operations has polished the senior leadership lens. Relentless and vocal passion for inclusion for all gives this leader an important seat at the senior table.
Skills
|
|
Work History
Highgate HotelsDivision Vice President, Business Transformation | The Woodlands , TX | April 2015 - Current
- Leading a cross functional senior management group in the conception and deployment of a branded start up operating group - a cloud-based, associate-driven nexgen worksourcing operating model which has delivered 6% productivity in its first year and will deliver 18% in FY17 (across an associate base of 12,000 global FTEs)
- Successfully introducing Lean, TQM and Theory of Constraints thinking into a high-tenure, conservative business culture through a series of quick result (<120 day) high="" visibility initiatives="" which focus="" on skill="" building="" and="" leadership="" opportunities="" at="" the="" associate="" and="" middle="" management="">
- Example of FY16 results 1) Queue optimization project reduced transaction time for one Business Unit by 30 seconds across 14,000 interactions per month, returning 7,000 hours a month to the service professionals 2) Disaggregation of back office implementation process into One Piece Flow reduced defects to client from 30% to 11% 3) Reengineering of an outbound call center from push to pull improved service levels from 36% to 96% on peak days and reduced absenteeism on those days by 30%
- Piloting an inversion of the traditional linear progression of service model origination (product development-> service strategy -> sales/marketing -> implementation -> KPI determination -> remediation) in favor of Quality Circles where the client, relationship manager, engineers, global operations and quality facilitator first determine the outputs and rhythms required for success with the customizations following is shortening implementation time and has strong positive NPS indications
- Established a groundbreaking 7-week paid internship for socioeconomically disadvantaged, high-achieving high school students in partnership with New Jersey SEEDS njseeds.org, currently in its third program year at company headquarters
ADPVice President, Global Shoring Operations | City , STATE | June 2012 - March 2015
- Led global system of 10,000 associates in India, Philippines, Brazil, Romania and the United States in product development, remote infrastructure management, and service delivery for 398 service areas across 6 business units with budget responsibility for $225M and company board management responsibilities in four countries
- Delivered $45M in incremental savings on the platform through a strategy that included hybrid US/offshore solutions, disaggregation of roles to optimize wage differentiation across skill sets, exploration of Tier II and Tier III locations and expanding seat utilization across shifts from .9 to 1.8 per 24 hours
- Introduced DRII standards for BCP and provided homeostatic service during hurricane and monsoon seasons through cross leveraging of global locations as a new business practice for the enterprise
- Spearheaded a global location search which culminated in the selection of Bucharest, Romania as a fifth country in the global system; launched Romania as a multilingual center while opening new 2,000+ associate centers in the Philippines and in El Paso Texas - all on time and on budget
- Launched Pride and WIL (Women in Leadership) groups in global locations; spearheaded Service Leadership cultural evolution; modeled and rewarded an active leadership culture resulting in global engagement scores above 83% for each of the three years (the highest for any leader in the firm and well penetrated into Aon Hewitt's benchmark for Best Employers/Leaders in its Employee Engagement/Total Shareholder Return study)
RR DonnelleyVice President, Global Solutions | City , STATE | May 2007 - May 2012
- Provide inspiration, leadership and oversight to team driving high-margin, high-value, contractually-based global outsourcing solutions with P&L responsibility for $110M opportunity pipeline and ROVA floor of 30%
- Sow, fertilize and reap results of long-term relationships with C-level and L2/L3 level contacts to facilitate relationship management teams delivery of 15% y-o-y incremental revenue growth from the installed base
- Partner with sales to lead the expansion of the service offering from commoditized BPO to the outsourcing of legal processing, research and analytics, and creative services, adding $60M in top-line revenue over a 3 year period
- Relocation to Chennai, India to successfully lead to completion the operational integration following the Company's $900M acquisition of 2 India-based outsourcing companies
RR DonnelleyProgram Manager, Operations to Director, Operations | City , STATE | September 2001 - May 2005
RR DonnelleyVice President, Operations | City , STATE | May 2005 - September 2008
- In response to industry crisis, led the operations and technology team that delivered $24M in year-over-year savings in the Financial Business Unit in 19 months, expressed in a unit cost reduction from $44 to $12 for the key client deliverable through an outsourcing/offshoring strategy
- Following on-site analysis and due diligence that covered the Carribean, India and the Philippines presented the comprehensive solution to the company's executive committee in partnership with the Group President and the Senior Vice President of Operations
- Closed a company-owned facility in Barbados while ramping up operations in three cities in India; deployed trainers and coaches across India to support launch; with controversy and concern levels high instituted daily dashboard reporting which demonstrated that on-time delivery and quality were improving while costs were rapidly coming down
- At the request of the CEO, brought the offshoring/outsourcing team to corporate to replicate success across business units with a goal of delivering $12M in savings; at the end of the year loan-out the team had delivered $19M and received a one-time group CEO award
- Leveraged process observation and associate insights to drive in-house technology improvements that drove offshore partner costs down 30% over arbitrage over the life of the relationships
- Expanded operations to Philippines and Sri Lanka providing armor-plated BCP through a 5-city, 3-country strategy, most notably protecting clients during the 2004 tsunami
- Received Presidents' award for Commitment three consecutive years, an unprecedented repeat recognition
Financialprinter.comResource Manager to Operations Director | City , STATE | March 1998 - April 2001
- Lead Visual Basic development team in creating flexible, Word-based toolset to face off against the closed typesetting systems used by competitors
- Deliver document services based on that system in a daily race timed by the Securities Exchange Commission's cutoffs for electronic compliance filings
- As employee number 9, contribute among the founders and other first adopters to shaping the culture, operating environment, platform, brand and myriad other elements of a startup venture
- Recruit, hire, coach and groom teams who are attracted to a relaxed startup culture but are compelled deliver in a high-pressure, venture-backed reality
- Showcase evolving technology and emerging operational capabilities to board members, potential investors and media
Education
In ProgressStatisticsSan Francisco State UniversityCity, State
Accomplishments
- Founding Partner, The Aasha Foundation, www.aashafoundation.org
- NAASCOM series speaker: Women in Leadership
DISCLAIMER
Resumes, and other information uploaded or provided by the user, are considered User Content governed by our Terms & Conditions. As such, it is not owned by us, and it is the user who retains ownership over such content.
How this resume score could be improved?
Many factors go into creating a strong resume. Here are a few tweaks that could improve the score of this resume:
Resume Strength
- Completeness
- Formatting
- Word choice
- Length
- Measurable results
- Strong summary
- Clear contact info
- Typos
Resume Overview
School Attended
- San Francisco State University
Job Titles Held:
- Division Vice President, Business Transformation
- Vice President, Global Shoring Operations
- Vice President, Global Solutions
- Program Manager, Operations to Director, Operations
- Vice President, Operations
- Resource Manager to Operations Director
Degrees
- In Progress Statistics
Similar Resumes
