Christopher K. Desalvo Email & Phone Number

Rochester, Ny, Us

Handpicked to direct 2,000+ global team members for this provider of HR, payroll, & benefits outsourcing services with offices in the US,Asia, and Europe. Triggered growth and created the strategic roadmap for business operations, shared services, and centers of excellence (COE), leading a global workforce in client readiness,client experience, PMO, and reporting. Design and execute high-profile financial and operational vision & strategy to accelerate rapid growth and expansion of an integrated omni-channel service model. Lead all facets of ML, advanced analytics, & logistics and fulfillment, while creating frameworks, processes, and directing mergers and integrations/conversions with a customer focus.KEY CONTRIBUTIONS:⇒ Led corporate strategic planning with 300+ leader and frontline participants, incorporating service operation implementation, artificial intelligence (AI) and automation, and employee engagement/retention, for 300+ employees.⇒ Grew Operations global workforce from under 50 employees to over 1,000 while increasing customer experience scores and improving processing times by over 25%. Included complete transition of email channel to both global and RPA solutions.⇒ Crafted the COVID action plan, achieving remote work capabilities in 4 days, a 30% increase in interaction, and attaining record NPS levels.⇒ Maximized Bots, RPA, & AI-based tools to enhance processes and efficiencies, ignite customer experiences, and furnish real-time insights.⇒ Optimized profits and agility with global expansion in India, saving ~450,000 work hours a year with 30+ automations, including both captive and BPO components.⇒ Generated $20M+ in savings and $7M in revenue increase with transforming Payments and Transmissions client experience, processes, and logistics/fulfillment.⇒ Spearheaded the 3-year strategic plan vs. 2019, positioning organization for critical financial success--$150M in savings, $35M in revenue, and achieved more flexible/distributed workforce.

San Francisco, California, Us

Provided analysis, strategy, facilitation, and decisioning for 6,100 branches. Led, developed, motivated, and retained team of multi-level leadership organization of US and India employees to peak performance in strategic planning, business modeling, regional bank measurement, customer segmentation, reporting/analysis, and customer experience optimization. Ensured consistent approach/delivery for distribution, sales/service support, business planning, and regional initiatives. Partnered with business leaders across the enterprise to accelerate growth, mitigate risks, and introduce efficiencies. Generated high-impact sales plans, leadership structures, and long-term strategies while overseeing sales analysis, capacity planning, and staff performance management.KEY CONTRIBUTIONS:⇒ Championed all phases of a high-value business divestiture. Led marketing material development through conversion completion, impacting 490 employees across 52 locations with $2.3B in deposits with 8% premium on sale.⇒ Reduced volume of annual branch lease renewals by 36% after streamlining complex procedures. Eliminated hundreds of labor hours by improving Denovo business case approval process. ⇒ Slashed $60M in expenses while successfully rolling out new sales and service staffing models. Identified and capitalized on improvement opportunities in partnership with Finance, Line Leadership, and Shared Services Departments. Led virtual large-scale teams to define best practices.⇒ Cut client attrition 4% and executive escalations reduction 37% by adopting new optimization tools and real-time applications.⇒ Developed an omni-channel optimization branch strategy, creating 10+ new branch of tomorrow locations and capturing record interaction in pilot areas to drive broader integration.

San Francisco, California, Us

Built a team of 16 top-tier finance leaders for this $70B division, which generated $3B annually in revenue and $600+M in net income after taxes. Oversaw financial/sales planning, network distribution, analytics, consulting, and financial risk management, asset & liability management, and reporting for retail and business banking segments. Initiated and guided substantial improvements throughout the distribution network. Strengthened internal/external partnerships to achieve corporate objectives. Opened 30+ distribution channels across branches and ATMs. KEY CONTRIBUTIONS:⇒ Achieved a top 5% of team leadership ranking for the 8 consecutive years. Positioned 8 staff members into leadership roles while significantly increasing employee engagement every year. ⇒ Architected the digital marketplace, creating a platform and value-add for 250K+ small business owners.⇒ Slashed $22+M in discretionary expenses while funding 400 FTEs; successfully executed all corporate initiatives.⇒ Formulated and guided branch expansion strategy to add cutting-edge digital technology branches as part of the Neighborhood Store initiative. ⇒ Optimized time/resources and improved internal customer feedback by leading team to develop efficient planning tools/processes; leveraged key metrics and financial drivers. ⇒ Developed 275 successful business cases involving complex real estate transactions, with 12 valued at $10+M; obtained necessary investment approvals from CEO and Operating Committee members.

San Francisco, California, Us

Provided leadership and guidance 500+ employees tasked with improving risk management, product development, lending controls, fraud prevention, incentives, business performance, and consultation. Directed teams to improve customer experience while ensuring service excellence and reporting accuracy. KEY CONTRIBUTIONS:⇒ Built and staffed new Business Performance Division, transforming team of 500+ FTEs to better support the Mortgage and Retail Credit Division, leading to enhanced customer experience, risk mitigation, incentives, controls, and decision support.⇒ Redesigned all aspects of mortgage and retail credit reporting and provided change management for 35,000 employees.⇒ Generated $15+B in incremental origination volume and 20,000 cross-sell referrals to the Retail Bank in 2008. Maximized retail sales channels for distribution of mortgage products/services leading to increased customer retention levels. ⇒ Boosted productivity 32%+ in just 3 months after implementing cutting-edge technical tools that featured maps, scorecards, and stack rankings to drive improved coaching, inspection, and accountability. Revamped executive/performance management reports and incentives. ⇒ Significantly reduced matters requiring attention (MRAs) from regulatory agencies. Designed and implemented highly effective governance and risk management processes that were adopted as best practices.⇒ Prevented $120+M in fraud and reduced early payment defaults to only 4 bps of origination. Prompted 4,000+ loan reviews after creating a fraud hotline referral process and a proactive fraud lead identification system.⇒ Reduced number of compensation plans from 1,000+ to <100 and decreased level of plan exceptions by 79%. Championed change, overhauled compensation strategy, and rolled out easy-to-understand plans.

San Francisco, California, Us

Served as a senior advisor for a fast-growing business in Wachovia Corporation, which maintained unprecedented earnings growth for 4 consecutive years. Equipped shareholders with a strategic planning model and diagnostic tools used company-wide to optimize line of business (LOB) profits and provide governance structure. Steered a team of senior product, segment, and geographic managers.KEY CONTRIBUTIONS:⇒ Played key role in growing LOB from $200M to nearly $1B in annual revenue; organization expanded from 150 wholesale bankers to 600+ that covered 16 states. ⇒ Initiated annual business planning processes for 5 major LOBs, including all wholesale and retail segments. Created process in prior role and refined it to include all performance metrics; process was adopted as the company standard.⇒ Improved new hire productivity 37% and increased retention 25% by establishing new hire orientation group for the Business Banking Segment.⇒ Drove sales of 1,000+ remote deposit capture products and acquired 400+ new customers after devising/deploying unique deposit product strategy.⇒ Bolstered employee engagement from 63% to 74% by introducing monthly inspection/coaching processes that were applied across all major segments in the General Banking Group. ⇒ Optimized transparency and revenue growth across business units by redesigning incentive plan on a yearly basis.Achieved earlier career success in the General Banking Group from 1995-2003 serving as:- Chief Financial Officer, Mid-Atlantic Bank ($790M Spend Base), Richmond, Virginia- Chief Financial Officer, Southeast, Atlanta, Georgia- Special Projects Manager, Atlanta, Georgia- Profitability Analyst, Roanoke, Virginia

San Francisco, California, Us

ADDITIONAL POSITIONS INCLUDE:► Chief Financial Officer, Mid-Atlantic Bank ($790 Million Spend Base), Richmond, Virginia► Chief Financial Officer, Southeast, Atlanta, Georgia► Special Projects Manager, Atlanta, Georgia► Profitability Analyst, Roanoke, Virginia

Business Administration, Concentration In Finance

Intensive Executive Development Workshop