Jimesh Thaker - Executive Portfolio
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Transcript of Jimesh Thaker - Executive Portfolio
Career portfolio
Summary of situations, actions & results
Jimesh Thaker
Strategy Formulation & Financial Management
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Examples of Situations, Actions & Results – Strategy & Finance
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Situation Action Result
• Implement collections strategies for credit business
• Defined collections policies including regulatory requirements. • Defined reusable strategy framework which included Collections Entry,
Exit, Legal, Segmentation, Offers, Servicing, Contact strategy including contact channel (letters, emails, outbound dialing, IVR, self-service) business rules and operations outsourcing strategy.
• Prioritized analyst strategies based on forecasted NCL / NCO (Net Credit Loss / Net Charge-Offs) impact.
• Partnered with IT to create a systems architecture based on country specific needs, to implement defined strategies.
• Reduced NCL and improved top and bottom line ranging from hundreds of thousands to millions of dollars
• Built simplified and
sustainable processes for new business from the ground-up
• Reduce $400M from a $1.3B IT budget
• Gathered a team of architects and analysts to create a list of cost saving hypotheses as part of a 3-year IT strategy
• Drove deep into a hypothesis to create a business case for saving $100M. • It included building an internal cloud and automating provisioning of
infrastructure services. • Cost savings achieved from supplier contract revision and insourcing.
• Developed and successfully implemented a $100M business case
• Customer experience improvement & contact center cost reduction
• Evaluated IVR experience and identified opportunities for improvements.
• Analyzed impact of IVR enhancements. Forecasted NPS (Net Promoter Score) and Contact Rate changes enabling contact center staffing changes and reduced costs.
• Implemented prioritized IVR enhancements.
• Improved NPS by 3 basis points and reduced customer contacts in the operations call center by 5%, resulting in yearly savings of $660K in labor costs.
• Contact center process controls & cost reduction
• Implemented statistical process controls for monitoring call center metrics.
• Process controls resulted in increased efficiency and early detection of problems. For e.g. Based on data, re-engineered processes that eliminated duplicate calls.
• Cost savings of $500K/year in call center staffing.
Acquisition Integration
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Examples of Situations, Actions & Results – Acquisitions Integration
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Situation Action Result
• Build an integration muscle
• Created a due diligence playbook based on business process, capabilities required for integration and technology architecture
• A delivery planning framework was instilled which methodically focused on brand, legal entities and conversion events and implemented due diligence identified requirements.
• Reduced duration to mobilize integration teams by 30 days
• Playbook used and refined by 2 acquisition integrations
• Acquisition integration Business Process Testing
• Partnered with executives to prioritize and document top 10 business processes including account opening and closing, wire transfers, commercial loan origination, consumer loan origination, treasury management, financial record keeping / system updates etc.
• Led a team of process engineers to create end to end test scenarios. Tested 265 critical scenarios to boost confidence in acquisition integration changes, prior to go - live.
• Increased confidence in acquisition integration changes and capabilities delivered to bank customers
• Low systems availability @Bank
• Championed post-integration stabilization initiative • Used 6 sigma FMEA principles to identify and prioritize points of
failure in the environment • Created a roadmap to mitigate points of failure, in application and
infrastructure layers of the environment • Baselined availability targets and re-engineered support processes
• Stabilized and improved resiliency of retail and commercial bank environment
Information Technology
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Examples of Situations, Actions & Results – IT
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Situation Action Result
• Turn around a large scale lagging $50M IT initiative
• Listened to partnering teams concerns. Re-organized team for enhanced partner and business unit interactions.
• Listened to project team and removed external consulting staff, gave more autonomy to leaders on project
• Communicated extensively, the impacts of change • Led by example, personally ran command centers for overnight support • Motivated team by calling out differentiating behaviors and hard work
and by celebrating milestones
• Program turned around by delivering high quality changes; completed on-time and within new forecasted budget
• Cloud computing, HR and contact center technologies
• Integrated 7K HSBC Card and ING DIRECT employees into Capital One cloud infrastructure, HR and contact center applications
• Enabled critical human resource and financial process integrations and paved the way for a multi-year integration
• Data center & network consolidation
• Implemented a Data Center and Network consolidation strategy to prepare for growth and cost reduction
• Led a team of consultants and project managers and partnered with Infrastructure vendors to execute several infrastructure projects over 18 months
• Built a state of the art command center and enhanced production support processes to meet 99.99%+ availability targets
• 75% reduction in infrastructure footprint via consolidation of 12 data center locations into 4 major sites
• Reduced labor expenses of associated management services
• Ubiquitous employee access.
• Rules engine technologies for credit business
• Implemented efficient green-field systems including Collections and Recoveries rules engine parameter change processes, automated strategy monitoring, and proactively managed system performance and availability.
• Reduced time to market of enhanced strategies to less than one week
General Management
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Examples of Situations, Actions & Results – General Management
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Situation Action Result
• Low morale on an acquired team
• Listened to team members and their customers to create a response • Clearly articulated performance expectations. Provided development
and growth opportunities and removed underperformers from team
• Team morale improved by 5 basis points based on survey
• Culture shift • Created an insider & outsider view of culture & behavior changes required to meet business objectives
• Culture change acquired over a planned 2 years journey
• Virtual team management
• Used management tactics to be inclusive & adjusted schedule to be available to global team members
• Sponsored an initiative to expand best practice (team norms, technology, processes) adaptation across a geographically diverse organization
• Sustained team morale • Effective virtual people and
team management by managers
• Business performance management
• Defined critical business metrics to manage business performance. • Implemented structure to enable a senior leadership team to deliver
against business targets • Managed a partner interaction and commitment based management
model to enhance trust and mutual accountability • Led people and culture change initiatives for an expanding business • Managed talent and performance management processes, driving
consistency and fairness in calibration and ratings processes
• Consistently high performing business and culture during role tenure
• Risk management, Audit, Controls and Governance
• Leveraged operations excellence team to create business process maps, identify process controls and gaps and expose business risks
• Sought a risk model to be able to gauge impact and prioritize mitigation efforts
• Mitigated business risks and met commitments made to Audit, Business president and governing body. Kept Audit adequately apprised of efforts
• Reduced audit findings by 90% over a 6 months period, mitigating over $100MM of risks
• Community outreach • Chaired volunteering committee for a team of 350 people. Led community involvement events with local non-profit organizations, including a financial literacy event at a DC area middle school
• Improved team morale, personal sense of satisfaction.
Business Development
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Examples of Situations, Actions & Results – Business Development
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Situation Action Result
• Expand consulting services
• Performed market research and created a target list of small and mid-size businesses for selling b-2-b and b-2-c ecommerce services
• Created pricing strategy and reached out to prospective clients to establish business relationship
• Booked clients, secured requirements and partnered with IT to build websites including payments and distribution processes
• Need to increase sales
• Communicated price discounts via mail, phone and in-person to clients • Negotiated price and financing terms • Ensured business continuity by periodic customer follow-ups. Targeted
product and marketing segmentation was based on customers’ business outlook and economic conditions analysis
• Sales increased by 25% over a quarter
Jimesh Thaker’s Contact Information
• For more situation, action and result examples and detailed case studies please contact me:
• Email: [email protected]
• LinkedIn: linkedin.com/in/thaker
• Twitter: @jimeshthaker
• Phone / Text: 804-878-8010
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