John Brandon Email and Phone Number
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Current Areas Of Focus Include: Strategic Program Leadership, Contact Center Transformation, AI Integration (via Google CCAI), Conversational Design, Genesys Cloud CX Migration, Omni-Channel Experience, Service Desktop Modernization (via Salesforce), Chat and Automated Assistant Integration, IVR Design, Intelligent RoutingAdditional Background:I serve as Managing Director of Channel Delivery and Innovation for TIAA’s National Contact Center (NCC), managing a talented team of dedicated individuals working tirelessly to drive a strategic roadmap and portfolio of initiatives through partnerships with IT, Operations, and other TIAA organizations. My privilege and responsibility - support and continuously improve the caller experience of our Retirement and Brokerage clients (~3M calls annually) and the 600+ associates who serve them. Execution against this vision rests on this primary journey - providing a seamless caller experience via our IVR and call routing systems, leveraging intelligence to deliver the participant to the consultant who's best fit to serve them, and providing the best desktop tools for our consultants to use to address the client’s needs.Having a diverse set of experiences throughout my 15+ year career (joined TIAA in 2007), I've developed the capability to understand the complicated details of technical solutions, while carefully balancing the sensitive nuances of managing business/customer expectations and experiences. I have a track record of leading complex initiatives, developing talent, and unifying employees of diverse backgrounds to commit to (and deliver upon) common goals. I served as Product Owner for our group's first Agile project team (saving over $2M in annual cost avoidance via a redesigned IVR experience), and currently lead innovation/delivery for the Telephony (IVR, call routing) and Desktop (Genesys Workspace, custom applications, consultant guidance tools, etc) channels for TIAA's largest inbound contact center.My background in contact center technology positioned me to lead a complex migration of the TIAA Enterprise to the Genesys Cloud platform, a multi-year, multi-million dollar effort achieving a significant reduction in annual expense, and positioning TIAA to spend less on future call center technology enhancements. In parallel with these efforts, I led a team introducing SMS/text message alerts for financial transactions to TIAA, working closely with Legal partners to find a way to offer a great customer experience while reducing risk and legal exposure to the company.
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Managing DirectorTiaa Jan 2022 - PresentNew York, Ny, UsAs the Managing Director of Channel Delivery & Innovation, I oversee the relationship interface between IT and the business, while setting the direction on the vision and strategy for the contact center technology ecosystem. Key areas of focus include the telephony cloud infrastructure, artificial intelligence (AI) and machine learning, IVR and desktop automation, real-time notifications via SMS/Text, and digital/omni-channel capabilities.Key responsibilities include:- Responsible for setting the vision & strategy for how the contact center channels will mature and advance to meet continuously evolving customer & business needs- Coach and develop a team of capable and high-performers, while creating an inclusive and innovative culture- Identify improvement opportunities through listening to customers and associates via feedback channels- Leverage a close partnership with Digital and Fraud/Risk partners to continuously improve our authentication processes and tools across multiple channels- Accountable for business case development, identifying strategic investment opportunities to enable significant improvements in associate and client experience- Manage the development, implementation, and support of technologies to achieve business objectives with a significant focus on transformation activities to modernize the contact center- Accountable for business case outcomes, driving delivery against committed outcomes (expense reduction, revenue increase, CX metrics, etc)- Act as the main point of contact/interface with the IT organization and establishes routines and communication protocols to ensure awareness of changes, escalation of critical issues, and technology strategy alignment- Create technology readiness plans, aligning adequate resource and engaging partners to deliver “just-in-time” activities to ensure employees are aware, informed, and prepared to serve our clients
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Senior Director, Channel Delivery & Innovation (Contact Center Experience)Tiaa Mar 2021 - Jan 2022New York, Ny, Us- Manage the strategic vision, feature roadmap, and day-to-day business operations for TIAA's largest inbound contact center (National Contact Center), annually receiving over 3M calls received by over 600 employees- Supervise a multi-level organization of 14 employees, responsible for the end-to-end experience offered by our inbound Interactive Voice Response (IVR), intelligent call routing systems (Genesys), and primary consultant desktop applications (Genesys Workspace, custom desktop applications)- Lead and manage the experience life cycle from conception to release, iteration and maintenance, while maintaining and prioritizing a backlog of experience, risk, and process improvements to ensure delivery to experience expectations- Drive and influence key stakeholders toward a unified experience that aligns with a diverse set of business needs and expectations- Leverage Agile, design-thinking, feedback loops, and other customer/user-focused design techniques to drive design improvements for both participants and associates- Communicate, prioritize, and manage mitigation plans for business risks - lead stakeholder collaboration to address key decisions, negotiate solutions to deliver the best possible outcomes based on business priorities
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Director, Channel Delivery & Innovation (Call Center Voice & Desktop Experience)Tiaa Dec 2015 - Mar 2021New York, Ny, Us- Served as Agile Product Owner for the National Contact Center’s first Agile team, saving over $2M in annual cost avoidance via a redesigned IVR experience- Successfully led the cross-functional team which designed and introduced real-time transactional alerts for Retirement participants- Served as the Enterprise Business Lead on the Cloud Conversion program – led all TIAA lines of business in the transition from TIAA’s on-premise call center technology environment to the Genesys Cloud platform (involved over 2,000+ employees across 10+ lines of business)
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It Program Manager, Call Center And Telephony TechnologyTiaa Jan 2007 - Dec 2015New York, Ny, Us- Directly responsible for all phases of the project life-cycle, including overall project management and planning, cost estimation, resource allocation, requirement gathering, functional design, test planning and execution, deployment planning, and post-implementation support- Consistently delivered business-critical IVR and Genesys call routing/reporting projects on-time and within budget, while serving as subject matter expert on several corporate projects in parallel- Led several projects with executive-level exposure, including IVR Authentication and Speech Recognition expansion, Genesys Upgrade, and Call Center/Web Chat Integration- Managed day-to-day activities and career development of a diverse team of full-time employees and external consultants while leading a portfolio of 10+ projects- Served as relationship manager to several lines of business, including the enterprise-wide customer-facing call center and supporting associate-focused telephony channels- Responsible for strategic project budget of $2M (annual average); partner with lines of business on strategic direction, estimation, and cost-benefit analysis- Managed technical operating budget of $4.5M, ensuring proper resources and vendor support contacts are secured to support ongoing maintenance and technical support activities
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Technical Program Manager – Us Hispanic/Latino InitiativeTiaa Jan 2009 - Dec 2010New York, Ny, Us- Successfully managed and delivered end-to-end solution on Spanish Language Services project, which provided 24-hour self-service capabilities in Spanish; changes improved call routing capabilities and established infrastructure to support a new call center team dedicated to servicing customers in Spanish- Led delivery efforts to launch a website specifically designed for the Hispanic/Latino Initiative featuring detailed information on TIAA-CREF products and services; website remains the only site at the company with content in Spanish- Partnered with business and technical leads to establish preliminary designs for enterprise-wide multi-language support, allowing the company to enable multiple systems to provide a customized experience for current and future Spanish-preferred customers- Enablement of services for Spanish-speaking customers contributed to new relationships with institutions and received national press, including feature interview on CNN en Español
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Implementation Manager – Siebel & Call Center Technology ImplementationsTiaa Jan 2008 - Dec 2009New York, Ny, Us- Led 4 major and 12 minor Siebel implementations during 2008; individually accepted responsibilities previously owned by three consultants, saving the department over $800K- Successfully implemented over 25 projects included in the Client Services Siebel portfolio supporting multiple lines of business, including Customer Service, Institutional Relationship Management, Field Consulting Group, Advisor Services, and Wealth Management- Managed introduction of critical call-center enhancements, including improved Automated Telephone Service (ATS) application and IVR expansion- Improved business continuity by reducing IVR port utilization rates (increased port allocation from 192 to 384 ports)- Built and strengthened relationships with several support groups, including Release Management, IT Change Control, SOX Compliance, IT Service Communications, and Knowledge Management
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Technology Analyst/Consultant - Financial ServicesAccenture Aug 2003 - Jan 2007Dublin 2, IeConsultant, TIAA-CREF, Siebel CRM Delivery Team- Developed functional design requirements and led delivery of technical components for Siebel-based company-wide fulfillment strategy - Successfully partnered with line of business executives, technical specialists, and external vendor representatives to design end-to-end functionality- Led quality assurance efforts, including integrated system testing design and planningConsultant, Bank of America, FleetBoston Merger- Led workgroup responsible for deployment of new teller policies, procedures, and applications to over 1500 newly acquired Bank of America sites in the Northeastern United States- Collaborated with consultant and client partners from various lines of business to create site-by-site daily deployment schedule, featuring equipment installation, training delivery, implementation, and conversion support timelines for all branches within Northeast footprint- Created several key deliverables, including a detailed customer/associate impact analysis, risk mitigation plan, testing approach, conversion readiness assessment, and operational support plan- Managed and coached new analysts and seasonal resources; Responsibilities included progress tracking and formal performance evaluation creation and deliveryAnalyst, Bank of America, Oregon-Northwest Equipment Deployment- Successfully managed introduction of Bank of America standard personal banker platform to the Oregon market; Specialized in application-level creation and maintenance of consumer deposit products, including checking/savings accounts, Certificates of Deposit (CDs), and Individual Retirement Accounts (IRAs)- Created conversion account renumbering initiative implementation plan, gained buy-in from consumer market executives, and worked directly with banking center managers across the country to achieve a 100% success rate
John Brandon Skills
John Brandon Education Details
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North Carolina State UniversityComputer Engineering -
North Carolina State UniversityComputer Network Engineering
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North Carolina State UniversityElectrical Engineering
Frequently Asked Questions about John Brandon
What company does John Brandon work for?
John Brandon works for Tiaa
What is John Brandon's role at the current company?
John Brandon's current role is Managing Director, Contact Center Transformation Lead at TIAA.
What is John Brandon's email address?
John Brandon's email address is jb****@****ink.net
What is John Brandon's direct phone number?
John Brandon's direct phone number is (212)-490*****
What schools did John Brandon attend?
John Brandon attended North Carolina State University, North Carolina State University, North Carolina State University.
What skills is John Brandon known for?
John Brandon has skills like Clarity, Requirements Gathering, Production Support, Release Management, Project Portfolio Management, Ms Project, Call Center, Call Routing, Ivr, Excel, Functional Design, Technology Implementation.
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