Daniel "Danny" Heid Email & Phone Number

Texas, United States

Dallas, TX, US

• Responsible for Third-party Risk Management and Sourcing functions. Designed the organizational structure, hired key leadership, and revamped policies and procedures for organization of 50 employees.
• Initiated AI Governance and use case workshop to prioritize Gen AI and LLM opportunities.
• Streamlined the third-party reassessment program, which included creating the staffing model and hiring resources to assess over 500 top-tier third parties annually across key risk domains.
• Oversee 2LOD RCSA review and challenge process for 140 Risk Assessable Units, provide 2LOD validation of new Issues, serve as primary interface for regulatory exams for Operational Risk.
• Chair the firm's Operational Risk Management Committee
• Saved 10% of addressable spend over a two-year period through robust category management, strategic RFPs, a revised negotiation playbook, and vendor rationalization.

Charlotte, NC, US

Charlotte, NC, US

• Lead international organization of 85 business continuity professionals charged with seamless execution of the Business Continuity Testing and Exercise Program

Charlotte, NC, US

• Managed large-scale enterprise crisis response process by enabling executive actions, coordinating internal and external communications and continuously assessing and preparing for potential global threats

Charlotte, NC, US

• Responsible for the strategic planning and execution of a large-scale, globally transformational initiative supporting Global Technology and Operations. [Confidential Project]

Charlotte, NC, US

• Managed daily operations of delivery sites in Costa Rica and Mexico consisting of 1,700 employees supporting multiple BPO and IT processes
• Developed and implemented regional strategies and tactics to optimize operational performance, employee satisfaction and fiscal accountability.
• Oversaw all site facilities, transportation, security, visitor hospitality and vendor management.
• Responsible for country and region financial planning, operating expenses and capital budget.

Charlotte, NC, US

• Responsible for 450 bilingual customer service agents supporting Credit and Deposit customers.
• Completed substantial performance turnaround in 12 months time; improved site ranking in Overall Satisfaction from lowest performing site to #1 performing site for 8 consecutive months.
• Reduced turnover by 24% by introducing new Reward & Recognition program recognizing up to 60% of population; re-energized associate base through engagement activities.
• Developed and implemented FAST program to provide differentiated coaching, monitoring, and employee accountability to accelerate results among outliers.

Charlotte, NC, US

• Responsible for developing offshore delivery models, creating business cases, evaluating risk and identifying key growth strategies for internal lines of business.
• Directly supported initiative to hire 600 new contact center positions representing labor arbitrage of 3.1MM.
• Key member of enterprise strategy team to evaluate outsource opportunities in Guatemala, Colombia, and Mexico. Managed multiple departments consisting of 30 associates

Charlotte, NC, US

• Responsible for over 1,400 customer service agents in Guadalajara, MX (TeleTech), Kentucky (Sykes) Utah (Convergys) through outsourced relationship valued at 30MM annually.
• Established management routines to drive performance across all Contact Center KPIs.
• Achieved 45% decrease in handle time, 30% increase in initial call resolution while driving substantial increases in sales across multiple locations.

Charlotte, NC, US

• Led Six Sigma Green Belt project to implement automated return mail process producing over 450K in savings during multi-generational implementation.
• Managed cross-functional team of 30 key stakeholders to deliver cost savings of 2.1MM by identifying and suppressing Total Business Reports from the Small Business Lending platform.
• Identified and implemented opportunity to save the Consumer Credit Risk over 230K in postage.
• Researched and presented credit card renewal strategies, evaluated UK Card decision and fulfillment metrics as part of End-to-End metric initiative.

Chicago, Illinois, US

• Managed the redesign and launch of new Global Marketing Intranet site and database (MOTOTOOLS) through M-Gate process. Sought input from global stakeholders and end users while liaising with IT development teams to.
• Managed the development of e-brochures (media-rich, on-screen presentations).
• Proposed names for iconic phones, consulted on naming convention and analyzed competitors’ strategies.
• Led initiative to develop more compelling and innovative POS materials through multi-agency management.

West Jordan, UTAH, US

• Jordan School District served 78,000 students in 89 schools.
• Developed comprehensive marketing plan for new website, including search engine promotion, direct mail advertisements to 110,000 residences, radio and television mentions, and database marketing, which resulted in web.
• Designed and successfully launched new website based on focus group feedback, user patterns, and competitive analysis. Moved printed publications to electronic format saving $50,000 annually.
• Trained, critiqued, and supervised 89 local school web managers. Developed JSD Web Scorecard to evaluate local school websites and ensure guideline compliance.
• Developed weekly internal communications e-mails for over 9,000 employees.

Provided e-commerce solutions for small to mid-sized companies, including Online Marketing, Search Engine Optomization, Web Traffic Analysis, etc.

Frederick, MD, US

Mba: International Business Emphasis, Operations, Marketing, Project Management, International Management

B.S., Agribusiness, Minors In Spanish And Business Management

Education record