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Program Management Office, Director Resume Example

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PROGRAM MANAGEMENT OFFICE, DIRECTOR
Summary
Results driven leader with significant experience leading change- from business process outsourcing to M&A to strategic process re-engineering.  Unique and well rounded experience spans management roles in operations, project management, process improvement, sourcing and technology solutioning.
Highlights
  • Global and strategic sourcing
  • Multi-unit operations management
  • Process improvement
  • Budgeting and forecasting
  • Systems implementation
  • Natural leader
  • Results-oriented
  • Unsurpassed work ethic
Accomplishments
  • Expanded market share to 51% through numerous business acquisitions
  • Designed and implemented offshore business model resulting in $15MM in operating cost reductions, leveraging Six Sigma principles
  • Created critical KPIs to monitor and drive performance across key business functions, resulting in 23% reduction in processing time while consistently maintaining quality scores in the upper 90 percent range
  • Managed multiple complex technology initiatives including ERP system and customer facing implementations

Experience
04/2012 to Current
Program Management Office, Director Wolters Kluwer － New York, NY
  • Effected market share expansion to 51% through numerous business acquisitions
  • Managed newly acquired businesses and ensured full operational integration into our organization
  • Acted as the principal interface with key internal & external project stakeholders / groups (including GM and corporate executives)
  • Managed key initiatives throughout entire project lifecycles- key focus on M&A and business development strategies 
    • Performed M&A due diligence and lead business integration planning and execution 
    • Developed detailed work plans (SOW), project charters, project plans / schedules, project estimates, resource plans & status reports
  • Influenced and built consensus among diverse resource groups, while maintaining high employee engagement
09/2011 to 04/2012
Director of Strategic Partnerships Wolters Kluwer － New York, NY
  • Implemented new Strategic Partnership Program to grow on-demand and renewal revenue streams across 3 power brands
  • Maintained relations with existing affiliate and reseller partners, and grew both programs across all brands
  • Developed internal Sales Referral Program to maximize partner growth opportunities
  • Negotiated terms and legal agreements will all partners
01/2008 to 09/2011
Senior Manager - Business Process Outsourcing Wolters Kluwer － New York, NY
  • Created critical KPIs to monitor and drive performance across business functions, resulted in 23% reduction in processing time; quality scores rose to the upper 90 percent range
  • Achieved NPV on initial global offshore teams of over $15MM
  • Implemented a global multi-sourcing vendor relationship to mitigate operational risks (vendor, geography)
  • Created new revenue streams leveraging global partner resources producing additional $3MM in revenue
  • Negotiated all vendor terms and contracts (MSA, SOW)
  • Surpassed volume, quality and turnaround time expectations within year one of each implementation
  • Managed budget and metrics for all BPO implementations
11/2002 to 01/2008
Sr. Business Process Consultant/ Business Process Consultant Wolters Kluwer － New York, NY
  • Utilized Six Sigma Black Belt skills to identify improvements to systems and operations processes
  • Assessed global servicing options and implemented 7 scalable bpo teams that served various business functions totaling 150+; Yielded $15MM cost savings while significantly increasing quality and turnaround time
  • Conducted regular executive stakeholder reviews to align on results and define future strategies
  • Post acquisition of new business, assessed integration options and implemented a streamlined and cost effective solution
  • Managed numerous national training efforts to support new process and system releases
  • Leveraged Contextual Inquiry skills to conduct customer interviews and defined product needs and system/process requirements 
01/2000 to 11/2002
Program Manager Wolters Kluwer － New York, NY
  • Managed group of 7 program management resources ensuring coordination of development efforts within targeted budget and project schedules
  • Developed PMO to establish project governance in compliance with our CMMI methodology
  • Managed ERP System Implementation of JD Edwards OneWorld including configuration, development and implementation.
04/1997 to 06/2000
Desktop Product Manager/Senior Business Analyst Wolters Kluwer － New York, NY
  • Provided Voice of the Customer and represented national business community-definiedbusiness requirements and software solutions to improve productivity
  • Led program management of various internal and external software application development initiatives
  • Defined business and systems needs to support new business offering CT Insurance Services; worked with Technology, Marketing and Operations and implemented simple yet elegant solution
08/1996 to 04/1997
Support Center Analyst Wolters Kluwer － New York, NY
  • Provided internal call center support to address critical system issues
  • Partnered with IT, Marketing and Operations to detail requirements on system fixes and enhancements
  • Provided business insights and prioritizations for reported incidents
08/1989 to 08/1996
Customer Specialist Wolters Kluwer － New York, NY
  • Progressed to senior team member responsible for performing legal filings and associated business compliance services for Fortune 500 and AMLAW 100 clients 
  • Assessed and defined key customer needs and opportunities for growth; partnered with Sales/Technology to implement solutions
Education
1992
B.B.A: Management Office Automation Pace University － New York, NY Management Office Automation
Skills
  • Six Sigma Black Belt
  • Contextual Inquiry - Customer Needs Approach Principles
  • ERP Software: JDEdwards E1
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Resume Overview

Companies Worked For:

  • Wolters Kluwer

School Attended

  • Pace University

Job Titles Held:

  • Program Management Office, Director
  • Director of Strategic Partnerships
  • Senior Manager - Business Process Outsourcing
  • Sr. Business Process Consultant/ Business Process Consultant
  • Program Manager
  • Desktop Product Manager/Senior Business Analyst
  • Support Center Analyst
  • Customer Specialist

Degrees

  • B.B.A : Management Office Automation

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