John Smith Email & Phone Number

Hagerstown, Maryland, United States

• Responsible for the development of execution of Business Strategy as it relates to outsourcing – Identifying innovative solutions to improving efficiency and effectiveness through RPA or right placement of processes.
• Joint accountability with Operations for driving vendor results in line with established SLAs and Scorecards including: efficiency, quality, client experience and control… Show more
• Joint accountability with Operations for driving vendor results in line with established SLAs and Scorecards including: efficiency, quality, client experience and control through analysis and performance monitoring.
• Partner with Procurement to execute RFPs and other vendor onboarding activities.
• Serve as Business Owner for the function, executing Third Party oversight requirements.
• Responsible for the maintenance of vendor performance documentation and other monthly reporting decks.

Hagerstown, Maryland, United States

• Business owner / relationship manager for 42 vendors, over 150 products and 5MM+ customers producing over $65MM in annual EBIT.
• Relationship manager for Trilegiant which was Citi’s oldest and largest add-on vendor relationship which dated back to the late 70’s and comprised over 3MM customers and 29 products. Negotiated this termination.
• Vendor oversight responsibilities as BAO including on-site audits, risk… Show more
• Vendor oversight responsibilities as BAO including on-site audits, risk assessments and mitigation, execution of remediation plans, exit plans, contract renewals/re-negotiations, invoicing, SLA metrics, complaint.
• In a risk reduction / simplification effort I have been responsible for negotiating vendor exits and product shut-downs of the entire run-off landscape. Started 2014 with 42 vendors and have negotiated down to 3.
• Forecasting and expense management responsibilities for Enhancement Services team ($5MM budget)

Hagerstown, Maryland

• Manage Product P&L, initiate monthly forecasts, analyze variances and develop business plans by channel.
• Marketing strategy and implementation: products, pricing, existing customers, loyalty, retention.
• Interface with numerous areas such as Legal, IT, Procurement, Vendors, BORM, CBORC, SBUs, CFO, BISO, Decision Management, Database Management, and Operational areas.
• Manage a $2-4MM marketing budget, ensuring channel and product spends are within forecast… Show more
• Manage a $2-4MM marketing budget, ensuring channel and product spends are within forecast.
• Identification of cost savings opportunities via vendor negotiation, internalization, or transition to an alternate supplier. Cost saves identified totaled over $10MM.

• Managed the execution of the Project Mgmt life cycle functions for Customer Service operations in Citigroup's credit card call centers, which spanned 18,000+ end users in 16 geographic locations throughout the world.
• Adhering to Capability Maturity Modeling (CMM) standards in respect to coordinating the efforts surrounding 1) project initiation / statement of work 2) documenting business requirements, 3) test plan / script.
• Adhering to Capability Maturity Modeling (CMM) standards in respect to coordinating the efforts surrounding 1) project initiation / statement of work 2) documenting business requirements, 3) test plan / script.
• Leading the optimization effort by partnering with Customer Service to challenge current system flows and identify more innovative desktop solutions that will lower handle-time, reduce learning curve, and improve.
• Responsible for managing multiple systems releases for UCSS desktop projects including several NIVR initiatives. Managed 20+ testers and all test scripts to ensure seamless implementation of new system functionality..

Hagerstown, Maryland, United States

I mentor early-stage impact-driven entrepreneurs from SEED SPOT's network on the personal and professional challenges of running a business including strategy, goal setting, time management, business development, innovation and work life balance.