Mark Gault Email & Phone Number

Bremerton, Washington, Us

Lead executive for the newly established strategic planning office responsible for shaping strategic initiatives, analyzing their value to the organization, and providing oversight of all programs and associated projects. This office is supported by program management and data analytics to deliver more qualitative throughput on new strategic initiatives focused on achieving the main drivers for future growth.

Bremerton, Washington, Us

Led the re-organization and delivery of a highly effective internal audit team. Instituting significant enhancements to internal relationship building and employee development that resulted in an internal audit department that was effective, respected, and consistently delivered a quality product to the credit union.• Developed and implemented career development program for senior and new internal audit team.• Brought an internal trust model with department manager built on how they can see value from the audit• New design resulted in an increase in internal capacity by 75% on the number of audits completed• Executed RFP’s for external financial and IT auditors• Implemented new member experience observations in audit reports focused on ways to improve the loyalty• Added new post audit survey tool along with audit lifecycle tool for consistency and continuous improvement

I provide an experienced and purpose driven resource to banks and consulting firms delivering on high quality solutions for small to medium size banks and credit unions. Independent consulting services will optimize performance, solve business problems, and drive sustainable change by delivering actionable solutions for the future. Resources are primarily focused on:• Branch transformation strategy, design, and implementation• Branch footprint optimization and expense reduction plans• Organizational effectiveness for operations, training, and call center • Customer experience improvements

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Led the branch transformation for traditional and supermarket branches. Led the branch footprint optimization initiative to identify locations to keep, sell, relocate, redevelop, or close to improve retail financial performance. Led the enterprise operations, training, and communication support teams for over 400 branches resulting in a high performing delivery at optimal costs.• Built newly designed branches resulting in increased account and deposit growth.• Real estate sale, redevelopment, and optimization resulting in $4 million in annual benefit.• Led initiative to re-introduce free checking resulting in 25% increase in sales of new checking• Change agent for branch operations resulting in design, development, and implementation of functional initiatives to improve the branch and customer experience.• Successfully closed large number of branches resulting in $20 million net expense reduction.• Successfully launched instant issue cards with improved card activation rates and customer experience.• Renegotiated check printing contract resulting in annual expense reduction of $2 million.• Led standards, and performance reporting for branch and call center work force management.• Drove changes to modify branch tools resulting in annual savings of over $10 million.• Managed several due diligence exercises for potential branch acquisition opportunities.• Implemented front counter deposit capture technology to improve customer transaction experience with fewer errors and adjustments along with enabling future releases of new products and services.• Implemented high touch/technology pin pads for quicker customer identification and enable more real time update of customer contact information along with opportunity to add enhanced products and services.• Successfully launched mortgage operation in retail branches adding new skill set to branch manager.

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• Exceeded sales and profitability goals for retail branches and led annual record volume of 280,000 new checking.• Implemented standardized fee waiver tool in branch and call center resulting in improved consistent customer experience and significant increase in annual profitability.• Managed contract and implementation of Western Union in all branches.• Developed and implemented innovative sales approach of new checking for inside and outside branch.• Implemented annual initiatives to reduce overhead averaging $1 million annually.• Led several successful system conversions of acquired bank core system to TCF’s operating system.• Significantly reduced customer account closures with implementation of account retention call strategy and implementation of a new protocol to reduce in branch customer account closures.• Reorganized call center management structure to enable more front line coaching, improve call quality, and significantly increased number of calls answered by 50%

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• Consistently exceeded production and profitability goals for checking, deposit, and loan growth.• Exceeded production goals for 1st mortgage, home equity, and construction lending• Led several successful system conversions of acquired banks core system to TCF’s operating system.• Exceeded profitability measures for bank.• Realigned management teams to optimize operating model for a more streamlined approach at reduced costs• Led successful transition of sale of Ohio bank to Fifth Third bank

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Little Rock, Arkansas, Us