Gary Henry Email and Phone Number
Gary Henry work email
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Gary Henry personal email
Results oriented and customer focused global services executive with in depth experience in multi-site BPO contact center management, operations transformation and project/product management within insurance, credit card, banking, mutual funds/stock transfer agency, healthcare and retirement industries. Proven abilities in enhancing the customer experience,strategic planning, change management and driving global operation efficiencies. Accomplished executive leader in organizational development & communication, talent acquisition/development and implementation of customer centric culture. Extensive leadership experience in financial controls, efficiency implementation, relationship management and quality service delivery. Effective leader able to motivate diverse, multi-functional teams of several hundred professionals. Demonstrated ability to lead organizations to work collaboratively with sales, client management and technology teams in extremely fast paced environments. Respected communicator at all levels, within and outside the organization. Demonstrated Chief Operation Officer capabilities. Series 6,63,26, Life & Health registration. Awarded Diversity MBA Magazine Top 100 Executive Leaders. AREAS OF EXPERTISE:Multi-Site Org Leadership, Business Transformation, Global Strategy Development,Product Development, PMO Leadership, Client Relationship Management,Merger & Acquisitions, Agile Methodology, Third Party Risk management,Call Center Tech/Leadership, AI Reporting/Analytics, Global Vendor Management,LEAN Management, Shareholder Value Creation, Cost/ Process Improvement,Corporate Communication.
American Express
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Vice President, Head Of Us Commercial ServicingAmerican Express Nov 2022 - PresentNew York, Ny, UsExecutive leadership responsibility for Commercial servicing of Corporate Cards, Program Administrators, Small Business, B2B and Foreign Exchange International Payments organizations
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Vice President, Head Of Banking OperationsAmerican Express Nov 2021 - Oct 2022New York, Ny, UsExecutive leadership responsibility for Front Office and Back Office Operations for Commercial and Consumer Banking.
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Vice President, Member Service CentersCommunityamerica Credit Union Mar 2019 - Oct 2021UsLeadership accountability for CommunityAmerica Call Centers, Sales (Inbound/Outbound/Online), Digital channels and Loss Recovery Organizations. -
Vice President, Business Management - Dst Financial Services (13 Years Of Total Service)Dst Systems Oct 2016 - Jul 2018Windsor, Connecticut, UsDST 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 Management organization, in working collaboratively within Financial Services to enhance the client implementation experience, product & service adoption and business transformation. Key Executive Responsibilities: FSG Portfolio & Program Management Office. Process Re-engineering. Reporting & Analytics - Demand & Resource management. Mergers & Acquisitions Integration. FSG Business Transformation.Established Project Management Office/M&A Integration • 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 • Implemented FSG monthly Performance Report for metrics and performance reporting (Brokerage, Sales, Retirement, Asset Management & IT) Business Transformation / Process Re-engineering • Redesigned the client implementation process to expedite client on boarding and revenue generation resulting in 88% of projects in "green" status • Redefined and formalized the company’s project management life-cycle methodology to drive consistency, resulting in 20% PMO efficiency gain • Designed, communicated and conducted online and in-person training for transformation programs for more than 4,500 employees -
Executive Vice President - Enterprise ServicesUmb Bank Jan 2015 - Sep 2016Kansas City, Mo, UsExecutive 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 divisions: UMB Contact Center Operations Enterprise Business Systems Support Property Management Facilities Management Strategic Sourcing - Contracts Corporate Security/Fraud Enterprise Program Management • 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• Led development and delivery of commercial property plan management, resulting in capital spend reduction of $10M Project Management/Merger & Acquisitions• Led projects to integrate two acquired businesses on time and on budget -
Executive Director,Head Of Global Services, Corporate Services And Self Directed Accounts OperationsJ.P. Morgan May 2010 - Dec 2014New York, Ny, UsMember 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 Global Operations, London UK. Global Investment Operations• 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• Led Roll in Plan revenue initiative, resulting in $350m in additional assets to Retirement Business Unit• Implemented offshore operations for selected functions to achieve financial targets ($1MM save). Introduced Voice Biometrics, Screen Record and Chat • Awarded ‘Best in Class’ call center by Plan Sponsor Magazine -
Vice President, Head Of Bpo Retirement Contact CentersJ.P. Morgan Oct 2007 - Apr 2010New 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.
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Senior Division Manager, North America Customer OperationsBayer Animal Health Sep 2006 - Oct 2007Monheim, 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. • Successfully worked with the technology team to redesign operating system to a one screen interface to improve efficiency, productivity and customer service delivery.• Introduced numerous performance driven incentives to improve culture and drive competitive environment. -
Director Of Customer Care, Director Of Operations, Division/Group Manager (Acquired By Ss&C)Dst Systems Jan 1995 - Sep 2006Windsor, 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
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Manager, Card Holder ServicesGe Capital Jan 1990 - Sep 1995Norwalk, 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, performance evaluation, ensure contractual service levels and quality standards are met.
Gary Henry Skills
Gary Henry Education Details
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Rockhurst UniversityGeneral -
Park UniversityMarketing
Frequently Asked Questions about Gary Henry
What company does Gary Henry work for?
Gary Henry works for American Express
What is Gary Henry's role at the current company?
Gary Henry's current role is Operations Executive | Vice President, Head of US Commercial Servicing (SBS, Corporate Cards, B2B and FXIP).
What is Gary Henry's email address?
Gary Henry's email address is gh****@****.rr.com
What schools did Gary Henry attend?
Gary Henry attended Rockhurst University, Park University.
What are some of Gary Henry's interests?
Gary Henry has interest in Education.
What skills is Gary Henry known for?
Gary Henry has skills like Management, Leadership, Change Management, Vendor Management, Process Improvement, Business Analysis, Operations Management, Customer Service, Team Building, Strategic Planning, Organizational Leadership, Banking.
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