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Summary
This expert is an independent consultant/process improvement expert who has developed and led multilple global strategic transformation implementations within the service industry. He is a skilled Six Sigma Black Belt and Lean practicioner with strengths in root cause analysis, process design, capacity planning and analytics. His success in driving strategic transformation initiatives is directly related to his ability to connect with and engage all levels of the organization. In addition, he is highly skilled at developing key performance indicators / scorecards to measure transformation initatives and ongoing results. This expert is a strategic and engaging leader, who leads by example and collaborates across organizations to create cultures rooted in continuous improvement.
Highlights
- 20+ years of experience
- Six Sigma Black Belt
- Certified in Lean Deployment
- Global process improvement leader
- Data analytics development expertise
- M&A due diligence and integration
Relevant Accomplishments
- Partnered with the owner of a commercial/residential outdoor services company to improve cash flow. Implemented payment and pricing strategies to drive cash flow into the firm on a more predictable basis, reducing collections and improving net working capital.
- Developed and implemented a staffing structure to optimize staffing costs across the Ameriprise operating footprint. Net labor savings approached $27 million.
- Led the process re-design and implementation of enterprise wide image capture platform for Ameriprise resulting in a 32% decrease in operating costs, initial error reduction of 50% & an increase in throughput of 70%.
- Led the implementation of deposit processing reengineering at Ameriprise, aimed at improving defect rates. Overall process quality improved by 36% and unit cost decreased by 40% with the elimination of re-work.
- Developed, led and implemented strategies to transform customer service at Ameriprise by improving the client experience and employee engagement. First call resolution improved 35%, client satisfaction improved to 98% and employee engagement moved from 65% to 87%.
- Led a transportation & logistics transformation initiative at US Bank to optimize courier routes. Results included a $2.7 million reduction in courier costs and a 15% reduction in labor costs.
- Led an end-to-end process improvement initiative for the Ameriprise/RiverSource claims processing operation. Effectively reduced claim cycle times by 20 days with the elimination of hand-offs and redundant work. Additionally, customer satisfaction improved to 90%, from 75%.
- Led the due diligence and operations integration for the Columbia Asset Management acquisition. Process consolidation and optimization contributed to the realization of $100 million in operating, technology and overhead cost reductions.
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