Fortune 500 growth creator that propels customer revenue generating ecosystems, value-based commercial partnerships, and Win Team leadership that deliver target market expansion -- infusing fresh perspectives, leveled up with deep operations and financial acumen. Orchestrator and builder of global multi-industry strategy, customer care, digital, operations and consulting teams increasing market share, and net promoter scores (NPS) that optimize profitable revenue. My core passion is to apply technology focused approaches to advocate for client partnership growth aligning client, company and stakeholder strategies that increase shareholder value. I AM ADEPT AT: - identifying and growing new diversified clients- creating customer care and relationship teams- elevating net promoter score strategies- identifying and penetrating target vertical markets- creating executive level global client solutions teams- transforming and leading sales ecosystems- integrating digital and AI technologies- optimizing commercial partner relationships- aligning client customer care spend strategy- elevating client health- owning and driving P&L top line and costs- executing operations delivery and KPI attainment- private equity operating team engagement
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Chief Commercial Officer (Cco)TlcxPhiladelphia, Pa, Us -
President, Financial SolutionsAlorica Sep 2023 - PresentPhiladelphia, Pennsylvania, United StatesCharged with and successfully created materially elevated market and brand position, sales team, and integration engine for entrepreneurial sized banking and capital markets specialty unit within the structured finance loan servicing space. Handling $75 B in AUM backup and primary loan servicing of customer care and consumer relationships. Led new logo team sales and strategy on pace to deliver 45% YOY growth in 2024 for the segment. Integrating company-wide financial services capabilities and methodologies across all core verticals. -
Senior Vice President, Client Solutions - Banking, Fintech & PaymentsAlorica Nov 2016 - Aug 2023United StatesGrew to $500 M + and 11,000 FTE customer care relationship business spearheading Alorica's global ascent in the banking, fintech, and energy sectors orchestrating global expansion as the fastest growing segment within the firm. Set vision and orchestrated strategy for Industry recognized team responsible for highest Vertical client NPS, also executive sponsor of company-wide VOC/NPS methodology that increased NPS by 28%. Optimized commercial relationships across new logos, client customer care, digital and back office outsourced spend.
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Vice President, Client Solutions Customer Care - Retail, Financial Services, EnergyExpert Global Solutions (Now Alorica) Feb 2012 - Oct 2016Owned customer care strategy on behalf of clients with $200 M P&L to expertly lead a high-performing team of Client Solutions professionals driving organic growth and acquiring new clients within the Retail, Financial Services, and Energy & Utilities sectors globally. Included world’s largest and most well known retailers and banks. -
Vice President, Customer Relationship Management SolutionsExpert Global Solutions (Now Alorica) Jan 2011 - Jan 2012Led Corporate Project Management (PMO) team responsible for oversight of customer care project implementations globally. Owned implementation oversight for all client facing projects across globe (13 countries). Led new logo and account Sales Enablement Win Team. Provided RFP solutioning guidance on all key deal assumptions and structure of value proposition to secure new logos and LOBs. Improved company wide sales win rate by 20%. Constructed strategy with corporate teams on pricing, global location optimization, technology, and operations staffing.
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Vice President, Operations - Technology PracticeExpert Global Solutions (Now Alorica) Jan 2010 - Dec 2010Responsible for 1,150 FTE and $45 M direct P&L handling customer care and tech support, across US, Philippines and Panama as owner of Technology Vertical, accountable for overall P&L, KPI attainment, hiring, training, staffing delivery, and client relationships.
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Svp, Client Services - Consumer Packaged Goods (Cpg)Merck Jul 2008 - Oct 2009At HCL Technologies (former Telerx), owned $75 M P&L as a member of the Executive Leadership Team at a fully-owned subsidiary of Merck, responsible for leading new logo growth and management of outsourced consumer affairs, customer service, and contact center relationship services for iconic brands in the consumer packaged goods (CPG) and pharma/DTC industries. Reported directly to the President, accountable for all client relationships, program growth and strategic account management, performance, and contract negotiations.
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Svp, Client ServicesFoundever Jan 2001 - Jun 2008Formerly ICT Group/Sykes, responsible for leading $170 M in customer care client portfolio relationships in retail, telco, insurance, and financial services sectors. Oversight of revenue, growth, and performance for North American Teleservices Division. Held key role driving new logo business development throughout sales cycle, creating solutions, crafting RFP responses, pricing, commercial negotiations, and SLA's. Partnered with global operations across United States, Canada, Philippines, Caribbean, Ireland, and Mexico on strategy and execution delivering year-over-year growth of 15% and margin improvement for the company's three largest clients and others.
Bryan Gray Education Details
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Management / Marketing -
Executive Education
Frequently Asked Questions about Bryan Gray
What company does Bryan Gray work for?
Bryan Gray works for Tlcx
What is Bryan Gray's role at the current company?
Bryan Gray's current role is Chief Commercial Officer (CCO).
What schools did Bryan Gray attend?
Bryan Gray attended Rutgers University, University Of Cambridge.
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Bryan Gray
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