Kevin Kent Email and Phone Number
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As an accomplished senior executive with over 15 years of experience, I have a proven track record in leading global shared services and optimizing operations across diverse geographies. My expertise spans strategic planning, financial management, and the ability to scale operations efficiently while fostering high-performing, cross-functional teams. I’m passionate about driving business process improvements, delivering cost savings, and exceeding customer expectations through innovative solutions.I have successfully built and managed large-scale shared service centers, leading complex program deliveries that align with business goals and ensuring compliance with regulatory requirements. Whether leading a $130M system transformation project, reducing operational expenses by 15%, or improving Net Promoter Scores, I consistently deliver results that enhance efficiency and improve service quality.I specialize in working across industries to create seamless, efficient operations that meet the evolving needs of businesses, particularly in financial services, BPO, healthcare, and consulting. My hands-on leadership style and commitment to continuous improvement ensure that I remain focused on delivering tangible, measurable results that benefit clients and stakeholders alike.Key Areas of Expertise:• Global Operations & Shared Services Management• Financial Oversight & Cost Optimization• Strategic Planning & Execution• Team Leadership & Cross-Cultural Collaboration• Process Optimization & Transformation• Compliance, Risk Management, and Governance• Customer Experience EnhancementLet’s connect to discuss how my leadership in global operations can drive growth and efficiency for your organization.
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Head Of Us Orm Consumer BankTd Nov 2024 - PresentUnited StatesResponsible for managing the execution of the Operational Risk Management mandate, framework, and associated programs across multiple domains of the Consumer Bank segment, including the 2nd line oversight, review, and challenge of the 1st line governance, key risks, and controls. .A senior representative of the bank's second line of defense, with the responsibility and authority to challenge the first line regarding self-assessments and the application of risk management practices, and to report independent risk and control assessments to appropriate levels of governance and escalation.Key Accountabilities:Oversee ORM activities across Product Stores, Digital, Contact Center, and Loan Servicing-Consumer; operational risk for Consumer Payment and Deposit Operations; the innovation agenda risks related to ATM operations; influence 1st line effective risk management for U.S. Consumer Platforms; collaborate with senior executives to align risk management strategies with business objectives.
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Managing Director, Practice Lead - Business OptimizationDecisivedge, Llc Jul 2021 - Feb 2024United StatesResponsible for developing and delivering best in class services and solutions to primarily contact center clients and ensuring the profitable management of the Technical Delivery Practice for DecisivEdge. Operation locations: India, Canada, and Delaware.● Set practice agenda, combining creativity, industry knowledge, and market needs for growth.● Developed differentiated capabilities and solutions to drive company growth.● Managed practice finances, personnel, client relationships, and service delivery.● Provided technical leadership and oversight for product engineering.● Designed technical solutions for business gaps, driving marketing content development.● Delivered client consultancy services, demonstrating expertise and commitment to client success.● Managed team development, staffing, and coordination to ensure client deliverables and goals met. -
CooKent Property Solutions Limited Dec 2019 - Jun 2021Zionsville, Indiana, United StatesBuying, remodeling, renting, and or selling properties -
Vp OperationsJdbyrider Nov 2017 - Oct 2019Carmel InAccountable for Operations supporting a $410 million deep subprime auto portfolio and selling ~ 18,000 units annually. Accountable for vision, strategy, leadership, and management of critical functions: • Underwriting• Collections• Customer Service• Insurance• Title Administration• Telemarketing• Site Strategy• Informatics• Capacity planning• Contact strategy• CRM• Outsourcing Operation locations: Indiana, Ohio, Pennsylvania, and Philippines • Led the delivery of a new telephony solution providing an omni channel which enabled a 4 % lift in operational effectiveness, 6 % savings in OPEX, robust compliance capabilities and improved customer experience• Led and delivered international operations outsourcing creating a 15% reduction in OPEX • CFPB successful audit with no cited findings• Designed and implemented quality listening criteria and governance• 8% operational savings delivered in underwriting due to reengineered process flows• Built and delivered customized CRM and workflow tools resulting in a 2.5-year ROI
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Sr. Director, Strategy And Planning, Global Benefits Operations,Cigna Jul 2015 - Sep 2017Wilmington, DelawareProvided vision, strategy, leadership, and management of critical functions:Project Management OfficeBusiness Risk and ControlSite StrategyInformaticsNet Promoter ScoreCapacity planningQuality & Audit & ComplianceOutsourcingOperation locations: Delaware, Florida, California, Belgium, Spain, Scotland, Bahrain, China, and DubaiProject Management Office:Accountable building governance and oversight for all projectsLargest transformation project ~$130M, which was to build an “industrial” operating platform and migrate off the various legacy platformsBusiness Risk and Control:Built, deployed, monitored, tested a sustainable business risk and control discipline/playbookDesigned meaningful metrics, monitoring, and associated “Score Cards”Led discussions with LOB risk councils on key operational risks and advancements to mitigateEstablished and implemented routine testing and validation with various audit partners to enhance transparency surrounding risks profiles and trendsSite Strategy:Country and site selection to centralize operationsOversight of operational transformation. Processes were evaluated, retooled, refined and documentedTransformed, harmonized, and standardized data governance, reporting via proprietary toolsAccountable for operational reporting KPI’s/dashboardsContact centers (Service and Claims)Claims adjudication and back-office supportNet Promoter Score: 4% improvement in NPS 2016 vs 2015Accountable to build and deliver; maintained “playbook” for NPSRefine survey based on specific client requirementsPublished NPS executive summariesCapacity Planning/Workforce Management: Achieved 7% OPEX reduction 2016 vs 2015Built and deployed sustainable operations schedule, governance, administration, and reportingQuality, Audit and Compliance: Achieved 60% reduction in contractual KPI penalties 2016 Vs 2015Built and deployed global quality audit:GovernanceSample methodologyReportingStandardized client reporting -
Sr Manager Business Risk And Control & Operations AdvisorHsbc May 2006 - Jul 2015International● Led the implementation of HSBC's global Operational Risk and Control program, ensuring alignment with industry standards.● Directed a "First Line of Defense" team responsible for assessing and managing operational risks, advising on issue management, remediation, and regulatory interactions.● Facilitated collaboration between operations, independent risk management, and audit functions to enhance risk management practices and ensure regulatory compliance. -
Head Of European Service CentersHsbc 2011 - 2014Kraków Area, PolandBuilt high value, diverse, Shared Service Center ~ 5,000 staffing capacity, 30 countries with 13 languages• Transferred, documented, and streamlined activities which experienced an average efficiency gain of 25%, exceeded Sustainable Savings targets by 12% and exceeded Customer Experience targets by 2%• Established HSBC’s Global Standards for KYC & AML. Onboarded 150 new hires and secured arrangements to support an ~8-month engagement with ~ 120 PWC consultants to establish the Global Standards. Delivered ahead of schedule and on budget. Scope included but was not limited to create and deploy sustainable AML & KYC processes, procedures, remediation, training, protocol, systems, client communication framework, risk ratings, de-risking strategies across the group• Successfully bridged cultures, process, and regulatory environments between countries o Credit Card Servicing: Authorizations, Fraud, Collections, Customer Service, Credit, Telemarketingo HR global process standards, employee relations, administration, operational support, recruiting, onboarding, program management, payroll, workforce administration, strategy, and contact centero Consumer and Commercial Banking Services Operations: KYC/AML, Payments, Client Onboarding, Service, Collections, Underwriting, Checking/Savings/Deposits, Global Tradeo Global Project Management Office (PMO)o Global Technology (internal and external portals), Omni Services (develop, change, and run the bank)o Global Finance
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Contact Center Director, North America Shared Service Delivery,Hsbc 2006 - 2011New Castle DeBuilt “Best in Class” call centers supporting various lines of business: Credit Card, Business Card, Insurance (retention, sales, service, claims commissions & accounting), Customer Service, Sales, and CollectionsOperation locations: Delaware, Florida and India • Implemented and managed business risk and control standards• Increased efficiencies by 17%, reduced expenses by 8%, and doubled contingency (BCP) capabilities• Exceeded Insurance Save units by 7.5%, Revenue Dollars by 7.5%, and Persistency per sale $’s by 34%.
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First Vice President Call Center Operations And Strategy,Mbna America Apr 1996 - Mar 2006Belfast Maine- First Vice President Credit Card Operations and Strategy, 1996-2006Directed revenue generation, oversaw call centers, and managed outsourced calls, supporting a $40B cash plan. -
Call Center Operations, Quality & Performance Re-Engineering,Hsbc Mar 1987 - Mar 1996Operations, Quality & Performance Re-engineering, 1987-1996Led operations and quality re-engineering across credit card and loan divisions, encompassing customer service, onboarding, fraud prevention, and collections. Developed and managed comprehensive quality frameworks and process re-engineering initiatives to optimize operations and enhance customer experience.
Kevin Kent Skills
Frequently Asked Questions about Kevin Kent
What company does Kevin Kent work for?
Kevin Kent works for Td
What is Kevin Kent's role at the current company?
Kevin Kent's current role is Experienced Executive in Business Optimization | Expertise in Technical Delivery, Risk Mitigation, Operations Strategy, and Financial Controls | Proven track record in Efficiency, and Compliance Across Global Markets.
What is Kevin Kent's email address?
Kevin Kent's email address is ke****@****gna.com
What skills is Kevin Kent known for?
Kevin Kent has skills like Leadership, Risk Management, Strategy, Management, Vendor Management, Process Improvement, Banking, Budgets, Call Centers, Project Management, Call Center, Portfolio Management.
Who are Kevin Kent's colleagues?
Kevin Kent's colleagues are Yasoda Mahabir, Sharon Slasor, Anna Evans, Breanna Vanvieldt, Levi Mukuna, Oishi Ahmed, Ria Bhambhani.
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Kevin Kent
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