Gary Henry Email & Phone Number

New York, NY, US

Executive leadership responsibility for Commercial servicing of Corporate Cards, Program Administrators, Small Business, B2B and Foreign Exchange International Payments organizations

New York, NY, US

Executive leadership responsibility for Front Office and Back Office Operations for Commercial and Consumer Banking.

US

Leadership accountability for CommunityAmerica Call Centers, Sales (Inbound/Outbound/Online), Digital channels and Loss Recovery Organizations.

Windsor, Connecticut, US

• DST Systems, Inc. (NYSE: DST) is a leading provider of specialized technology, strategic advisory, and business operations outsourcing to the financial and healthcare industries.Responsible for leading the Business.
• Defined the company’s Project Management methodology to improve consistency and performance across the enterprise, leading to 98% increase in client Net Promoter Score within 18 months
• Designed and created the FSG Project Management Office to lead over 850 projects annually, resulting in a 4x project to manager efficiency ratio
• Streamlined PMO tool inventory to reduce tech support costs by over $1M and improve project management over run by 15%
• Introduced Resource and Load Plan Management for $137M investment portfolio
• Created and led the FSG Governance Committee to improve discipline around organizational project spend, leading to $10M+ project cost reduction/elimination

Kansas City, MO, US

• Executive Vice President of Enterprise Services. As head of Enterprise Services, responsible for providing executive leadership for enterprise-wide shared services & support across UMB, through the following functional.
• Responsible for managing $157M budget for business operations, EPMO implementation and property capital expenditure for 160 branches and facilities.
• Led development and execution of 5-year Consumer, PWM & Commercial property plan, resulting in $25M save to UMB
• Delivered 24/7 Contact Center outsourcing strategy reducing expenses by $900K and increase revenue potential for Signature Card introduction
• Delivered $1.6M in expense reductions through efficiencies and technology consolidation
• Led strategic IT Sourcing/Contract team to deliver cost reductions through "enterprise view" contract negotiations and renewal management strategy Property Management

New York, NY, US

• Member of the Retirement Plan Services Operating Committee, responsible for the overall strategy of the JP Morgan Retirement Organization.Member of Global Investment Management Operations team, reporting to the Head of.
• Responsible for operational strategy and oversight of U.S. and International BPO Contact Centers and Processing units
• Implemented LEAN methodology, resulting in reduction of 30 FTEs
• Member of Retirement Plan Services Operating Committee
• Led implementation of new IVR system, resulting in $1.1M savings Contact Center Operations (Vice President, Operations)
• Leadership for 250 employees in BPO multi-site contact centers, delivered 20% error reduction year over year

New York, NY, US

• Direct leadership for 250+ employee multi-site BPO service center operations with locations in Denver and Kansas City.
• Led successful implementation of NICE record to stabilize platform to adhere to mandatory call record and retention requirements. Introduced Voice Bio-metrics, Screen Record and Chat.
• Successfully implemented off-shore strategy for non-licensed administrative functions, leading to significant cost reduction to the business, enhanced efficiency and quality.
• Awarded Diversity MBA Magazine Top 100 Under 50 Executive Leaders.

Monheim, NRW, DE

•  Direct leadership for NA Customer Operations (Inside Sales Department, Account Services Department and E-Commerce Department). . Member of the Sales Executive Team.
• Led Inside Sales organization to deliver on $470 Million sales budget.
• Responsible for leading Account Services team to deliver on established service level and call quality standards.
• Direct responsibility for establishing and executing strategic initiatives to drive value and growth for NA Animal Health through Customer Operations.
• Successfully implemented new metric management standards and scorecards that led to exceeding sales goals and industry leading service quality.
• Successfully implemented new process management work flows to drive a 25% productivity increase without increasing headcount cost.

Windsor, Connecticut, US

•  Director of Customer Care - DST subsidiary, Lockline Wireless Insurance
• Responsible for leading 800 person BPO Customer Care Contact Center
• Successfully reduced 75% turnover to acceptable range in 18 months through the implementation of various corporate culture initiatives Director of Operations - Equiserve Stock Transfer Agency Operations subsidiary
• Responsible for managing staff of 135 associates providing back office customer services and transaction processing
• New client implementations Division Manager/Group Manager – Mutual Fund Transfer Agency Operations

Norwalk, CT, US

• Leadership responsibility for 75 front-line associates, and 8 Help desk supervisors.
• . Service focused leader within a 550 person call center, charged to successfully direct the daily work-team process: staffing, training, and policy compliance. Provide technical expertise, interviewing/hiring.

Executive Mba, Business Administration And Management, General

Bachelor Of Arts (B.A.), Marketing