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 based on cost/benefit analysis – working in partnership with the Resource and Location Strategy team.• Joint accountability with Operations for driving vendor results in line with established SLAs and Scorecards including: efficiency, quality, client experience and control… Show more • 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 based on cost/benefit analysis – working in partnership with the Resource and Location Strategy team.• 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.• Partners with Operations Control to ensure all compliance and audit controls are in place, functioning and accurate. • Direct Management of Citi’s Credit Bureau data validation process encompassing 12 portfolios for U.S. and Canada. These functions are critical to ensure Citi is compliant with all applicable N.A. Regulatory requirements, most specifically FCRA. Show less

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 directly with vendor CEO and top of house Citi legal (Citi CEO direct)• Vendor oversight responsibilities as BAO including on-site audits, risk… Show more • 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 directly with vendor CEO and top of house Citi legal (Citi CEO direct)• 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 oversight, monitoring/analysis, financial statement reviews, OCC and CFPB reviews. • 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 currently. Track record of successful exit negotiations resulting in saving Citi millions of dollars and exiting risky vendor relationship years sooner than contractually obligated. • Forecasting and expense management responsibilities for Enhancement Services team ($5MM budget)• New Product development experience from concept through implementation (customer survey, trademarking, website/IVR development, contract/pricing negotiation, product approval committee) • D10X start-up founder with multiple start-up pitches to the Growth Board (Cards CEO and directs)• Responsibilities for management of various insurance businesses including monthly cadence with N.A. BIC (Business Insurance Counsel) as well as Global BIC. • Regular Senior Management updates and presentations. Show less

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 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. • Identification of cost savings opportunities via vendor negotiation, internalization, or transition to an alternate supplier. Cost saves identified totaled over $10MM. • Execution manager for all Fulfillment operations of Add-on product space. Budget, inventory, on-site audits, TPISA, cost savings suggestions. Show less

•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 development and test bed formulation, 4) systems / user acceptance… Show more •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 development and test bed formulation, 4) systems / user acceptance testing, and 5) project imp/post-imp support.•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 quality. •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. Show less

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.