Craig Hannon Email & Phone Number

Midlothian, VA, US

Henrico, Virginia, US

Henrico, Virginia, US

Henrico, Virginia, US

Led the organization’s expansion of business analytical solutions including talent acquisition/development, client management/engagement support, and business development

Henrico, Virginia, US

• Lead business analytics teams supporting clients’ strategic initiatives, including extensive client management. Specific results include:
• Managed a team of 6 process excellence consultants analyzing, creating, and updating documentation for over 200 business processes to meet regulatory scrutiny and created governance routines for each process.
• Assessed financial and operational impacts of Regulation F on collections and recoveries and utilized A/B test results to optimize the financial model and reduced operating costs by $500k.
• Defined rules for mortgage settlements and short sales and designed an automated tool to quickly establish offers, which reduced cycle time by 20% while meeting heightened legal and compliance rules.
• Created credit decision analyses for credit risk to size impact of operational changes on credit loss forecasting.
• Developed daily operational scorecards used to monitor the impact of COVID-19 on collections. Scorecards were utilized from operations to the Board of Directors.

Henrico, Virginia, US

• Led an engagement team delivering strategic improvements in the client contact center including all key client management activities.
• Developed strategic recommendations to support continued growth in chat channel while reducing cost/chat by 20%.
• Established a new methodology to measure customer satisfaction moving operations from a small qualitative sample size to a large quantitative sample size while improving accuracy by 10% and reducing cost by $430k.

Mclean, VA, US

• Identify and lead opportunities to leverage analytics to provide operational or strategic lift within the Specialty Lending groups in the Commercial Bank. Results include:
• Created methodology to inventory and analyze all facilities with a foreign borrower involved utilizing multiple data sources and internal groups. Analysis used to guide overseas lending strategy to track existing.
• Implemented agile visual management board for the Specialty Lending group. Utilized technology to extract data from a visual management system and create executive summary dashboards for all LOBs in the group, reducing.
• Provided analytical leadership including process design, metrics, and tracking methodology for the Reputational Risk team.

Mclean, VA, US

• Ensure business processes are supported by sustainable and realistic continuity plans in the event of a workplace or workforce outage. Scope of work stretches across the entire Commercial Bank and encompasses 130+.
• Headed a complex review of all continuity plans across the commercial bank, which resulted in the correction of over 1400 errors and a 9% reduction in FTE cost.
• Developed metric and redesigned reporting process for Business Continuity Management to ensure leaders were prepared for events disrupting business operations, which resulted in a 75% cycle time reduction.
• Navigated OCC Audit of Business Continuity Management with a satisfactory rating.

Mclean, VA, US

• Co-founded a new Commercial Bank team and developed all metrics, reporting methodology, and processes as the analytical lead for a Commercial Bank team.
• Created process to identify any associates with system access higher than required for their role. Designed controls and facilitated reporting for access management remediation, which reduced risk by over 80%.
• Designed all reporting targeted for multiple levels within the business. Formulated metrics and the methodology to capture near real-time data enabling significantly reduced report cycle times.

Mclean, VA, US

• Lead for process transformation projects across Commercial Bank Operations. Primary focus areas within Treasury Management and Wire Operations.
• Managed process mapping and optimization efforts for the implementation of 21 Treasury Management products, which led to the identification of over 100 improvement opportunities ranging from Sales to Client Services.
• Led cross-functional team to redesign Merchant Services application process, transforming paper application process to customer-driven web-based application process which reduced application cycle up to 2 days.
• Led Wires team through internal audit through meetings with Compliance and Risk partners to illustrate well-managed processes with identifiable controls.
• Drove Treasury Management onboarding process redesign and automation effort which led to a 40% reduction in new customer onboarding time.

Glen Allen, Virginia, US

• Built an analytics team focused on creating reporting, process design, analytics, and metrics definition in both the 70+ seat Annuity New Business contact center and a 300+ seat Customer Service contact center.
• Created automated performance scorecards for call center associates to drive productivity and quality improvements which allowed quantitative comparisons for call center teams and reduced handle time by 10%.
• Led analytics workstream as part of capacity realignment and cost savings project that drove a $2.5 million cost improvement across customer service.
• Implemented Annuity sales forecasting tool driving a 60% improvement in forecast accuracy and tied to a new capacity management system leading to $280k cost reduction through optimized staffing plans.
• Led analytics for process redesign and automation in Annuity New Business Operations. Project projected to drive 150% increase in productivity and 50% decrease in cost per application.

Mclean, VA, US

• Lead on metrics and strategy for Horizontal Brand Operations Team.
• Led metrics and strategy development for Horizontal Brand Operations Team including design and delivery of dashboards and reports to senior leaders within the Brand organization.
• Redesigned direct mail results process leading to a reduction in complexity, a 33% cycle time reduction, an increase in reporting accuracy, and improved timeliness of data by a full month.

Mclean, VA, US

• As part of an internal consulting group, led project workstreams ranging from high-level operational strategy to detailed NPV analysis.
• Helped develop long-term operational strategy and recommendations for the Legal Recoveries Department resulting in $12 million incremental revenue improvement. Led supply chain analysis and discovered an industry.
• Headed analytics for process improvement and workload balancing for the Infrastructure Finance group. Work resulted in the identification of opportunities to reduce operating expenses by 10-20%.
• Led effort to focus on process governance and controls within the marketing value chain. Analysis crossed functional areas and resulted in 12 improvements to address quality gaps.

Designed equipment used to inspect semi-conductor manufacturing components.

Designed pneumatic controls used to drive equipment in the manufacturing of semiconductor components.

Master Of Business Administration (Mba), Business Administration And Management, General

Bachelor Of Science (Bs), Mechanical Engineering