Hayden Young, Mba Email & Phone Number

Columbus, Ohio, United States

Columbus, Ohio, United States

United States

• People manager with one direct report, managing a banker tool that highlights client's financial relationships, enabling bankers to engage with clients in an impactful way, including sales and relationship deepening.• Own banker engagement and training, user experience, enhancements, controls, and trigger-based leads workstreams while providing project management support to the rest of the product team.• Early accomplishments include the launch of a job aid series for end users, the rollout of 6+ new enhancements, increased usage of the product by 15% over 4 months, 50% improvement in tool performance (average time per action), led numerous training sessions for dozens of bankers and managers, and migrating to a new, more sustainable underlying data asset.

Columbus, Ohio Area

Focused Analytics Solutions Team (FAST)• Member of internal Data & Analytics consulting team; worked on numerous engagements including Auto, Card Collections, Small Business Banking, Finance, and Strategy in a data project manager role.• Projects included modeling proof of concepts, data asset development and maintenance, reporting, process improvement, customer strategy; created analytical plans, managed stakeholders, and communicated results.• Managed Auto Analytics pricing model proof of concept project, showing a $15M+ opportunity from a machine learning sales probability model approach vs. the legacy strategy of simple market average pricing.• Led onboarding of 21 new analysts in the 2020 FAST cohort, planning their first month of learning, case work, and speakers; assigned case teams, mock partners and case coaches, assigned and trained buddies to support new hires.• Mentored junior analysts in creation of the training and development plan for the team’s inaugural internship.

Greater Pittsburgh Area

• Headed effort to standardize raw material allocations methods to appropriate business unit within shared facilities.• Assessed current-state methodologies and processes for four dozen shared facilities across the globe and analyzed financial impacts to each business as a result of proposed standard, impacting over $250M in raw materials inventory.

Richmond, Virginia Area

• Led a two-phased project to fundamentally transform call center staffing strategy; worked with counterparts across Telephony, Agent Readiness, and Workforce Management to gain buy-in to ensure successful rollout.• Analyzed agent metrics by occupancy rates to model overall service level outcomes at various supply to demand ratios; defined optimal strategy by queue, resulting in efficiency gains (reduced FTE) of up to 7%.• Implemented new staffing strategy to target service levels based on modeled results, rather than being constrained by agent occupancy, which reduced FTE costs by $2M in 2016 and $5M in 2017.• Mentored a team of junior analysts in week-long development program case competition; facilitated group progress through guidance and support while providing team autonomy to be self-directed.

Richmond, Virginia Area

• Collaborated with IVR (Interactive Voice Response) Analytics team to propose an IVR solution for the increasing trend of debit card payments in the agent channel; solution rolled out in Q3 2015 and reduced operating costs by $4M in 2016.• Produced agent cost projections for direct use in new partner bids and negotiations, working with a cross-functional team to account for portfolio characteristics (e.g. service levels, footprint constraints, etc.); sized 12+ deals ranging from $1M to $150M in annual costs, with COF winning 3 of those bids.• Created daily call volume and handle time forecasts for 2 new partners converting a back book portfolio in Q3 2015 resulting in approval for 120 additional FTE to service new customers through the transition to COF as the new issuer.

Richmond, Virginia Area

• Published daily call volume and handle time forecasts on a weekly cadence for 11 servicing queues extending 52+ weeks; forecasts drove an operational budget of $150M+ annually and proactive staffing to meet demand.• Evaluated enterprise level initiatives impacting millions of customers for call volume impacts; assessed over 600 initiatives including reissuing 10M+ plastics to customers to comply with credit card industry regulations.• Calculated call rates by account age to quantify impact of strong account growth, driving growth of 300 FTE in Q3 2014, a new site in Q1 2015, and increased dialogue between Operations and M&A on new account projections.

Master Of Business Administration - Mba, Finance & Leadership

Activities and Societies: Graduate Teaching Assistant: Undergraduate Business Core Finance Course; Fisher Board Fellows: Director.

Bachelor Of Arts With Honors - Magna Cum Laude, Economics And International Studies

Activities and Societies: Alpha Epsilon Pi, Undergraduate Student Government, Omicron Delta Epsilon Economics Society, World's Longest.