Gregory Gray Email & Phone Number

• Manage multi-million dollar account portfolios and directed strategic engagements at industry leading banks. Serve as trusted advisor, strategic partner, and domain expert to senior and executive leaders. Selected.
• Direct the Program Management Office for the transformation, integration, and client migrations associated with a complex merger of equals that formed a Top 10 U.S. bank.
• Directed the successful divestiture of clients, accounts, associates, and branches necessitated by a recent merger of equals.
• Led team of consultants and associates for a Top global bank in consolidating 25 system applications. More than 25M customers and accounts were seamlessly migrated with no negative business or customer impacts.
• Integrated FinTech lending solution into a Top 10 U.S. bank, requiring navigation of internal legal, risk and compliance processes, advising internal business areas and directing external vendors.
• Provided industry and delivery expertise to reduce fulfillment time by more than 70 %, achieved 200% increase in customer response rate to loan offers, generated substantial net-new loan volume, and significantly.

• Deepened customer relationships and increased retention by 10%, creating new consumer and small business product packages that promoted a relationship pricing philosophy.
• Improved customer satisfaction survey results from 78% to results consistently above 95%.
• Launched industry-leading check card rewards program which transitioned signature-based to pin-based transaction ratio from 45/55 to 60/40.
• Increased web traffic 50% through the redesign and relaunch of colonialbank.com.
• Managed $100M budget in fee income generation.

• Led start up, established strategies, drove adoption and led Digital and Channel Delivery, including Online Banking, ATM, Debit Card, Call Center, Colonialbank.com, Merchant Services and Credit Card.
• Developed and implemented a customer-centric vision and strategic direction for Digital and Channel Delivery with foundations in the customer experience, consistency, service, and channel expansion.
• Established goals, developed action plans for goal achievement, and created scorecard to communicate and measure key objectives and promote accountability.
• Delivered a 47% increase on the average of monthly Online Banking customer enrollments.
• Increased Online Banking account penetration from 38% to 58% with a 496% increase on average of monthly Bill Pay customer enrollments.
• Re-engineered Call Center processes resulting in a 143% reduction in average customer hold times and reduced average abandonment rate by 50%.

• Developed team of 40 Project Managers and Business Analysts to utilize technology solutions in solving business challenges.
• Improved service after aligning organizational structure with business lines and operational departments by assigning the relationships of primary business owners to specific teams within IT Client Service.
• Analyzed, selected and implemented new business systems, including negotiations and execution of associated contracts for Delivery Channels Call Center, Online Banking, and Branch.
• Led selection and implementation of Call Center software and an Interactive Voice Response (IVR) unit which resulted in customer hold times being reduced from 12 minutes to 30 seconds.
• Directed the development, configuration and rollout of a branch platform system to 250 branches.
• Launched the bank’s first online banking solution in 2002 with 14,000 active users.

Implemented a strategy that enabled the completion of 9 conversions per year compared to the 3 conversion per year previously attained.Acted as liaison between Information Technology and other corporate departments to ensure conversion objectives were accomplished.Successfully completed over 30 Bank conversions.