Matt Ham Email & Phone Number

Scottsdale, Arizona, Us

• Spearheaded the inaugural automation use case, achieving an exceptional 186% return on investment within the first year of deployment.• Led the automation initiative to streamline 68 diverse use cases within the initial 15 months, resulting in a substantial savings of 23 full-time equivalent (FTE) positions.• Formulated and implemented a stringent governance framework, collaborating closely with cross-functional teams, notably Information Security, to ensure rigorous controls over user access, entitlements, and security across all facets of automation infrastructure, use case development, and change management processes.• Collaborated with IT infrastructure stakeholders to optimize the technology stack, facilitating a fourfold increase in available virtual machines to support the expansion of the automation program.• Architected the centralized strategy for the Automation Center of Excellence (COE), defining its organizational structure and assembling a high-performing team.• Actively contribute to the Customer Advisory Board for Automation Anywhere, delivering impactful presentations and webinars on the strategic alignment of business objectives with automation frameworks and execution.

Scottsdale, Arizona, Us

• Directed enterprise-wide business transformation initiatives and oversaw all aspects of the service experience, optimizing the quality of advisor interactions. Managed a dynamic team comprising business process managers, data analysts, and quality analysts.• Applied Six Sigma principles, leveraged data analytics, quality calls, and integrated metrics into case management to craft a comprehensive multi-year strategic roadmap aimed at enhancing the service experience for advisors.• Streamlined the onboarding process for the investor advisor platform, reducing the timeframe from seven days to just one day, resulting in an incremental revenue increase of $200K.• Spearheaded the development of a transformative workflow automation proposal and multi-year strategic roadmap, encompassing AI/Machine Learning, Robotics, Optical Character Recognition, and Data Insights technologies to drive operational efficiencies and elevate customer experiences.• Successfully managed multi-million dollar Finance and HR programs during the Ladenburg-Thalmann acquisition, including the consolidation of four ERP systems into a unified platform within a remarkable nine-month timeframe.• Enhanced the accuracy and relevance of over 1200 investment advisor content websites and user guides through policy and process re-engineering efforts.• Utilized business intelligence and analytics to construct a comprehensive scorecard for the Operations department, pinpointing trends that contributed to a notable 10% increase in quality scores.• Implemented strategies to increase the number of quality reviews conducted from 2018 to 2019 without requiring additional hiring resources.

Scottsdale, Arizona, Us

• Orchestrated business transformation initiatives aimed at enhancing the experiences of financial advisors, implementing strategic measures to elevate service standards and operational efficiency.• Pioneered the establishment of the Enterprise Project Management Office (ePMO), setting forth standardized methodologies and best practices for project selection, prioritization, and execution, ensuring alignment with organizational objectives.• Assumed responsibility for end-user support during the divestiture of the company from AIG, facilitating a seamless transition of IT assets, systems, and protocols for 1000 employees across multiple sites. Formulated a comprehensive plan for the deployment of new computers, implementation of security protocols, and management of backup and migration processes.• Spearheaded Kaizen events to identify and eliminate pain points in the financial advisor experience, resulting in a notable six-day reduction in the onboarding process. Streamlined the process for advisor commission changes, slashing the timeframe from 18 days to just two days.• Developed and implemented over 30 customized dashboards and reports to support a significant advisor recruiting initiative, enhancing data-driven decision-making and performance monitoring capabilities. Additionally, optimized the processing procedures governing changes to Broker Dealer affiliations with 15 carriers, fostering greater efficiency and compliance adherence.

New York, Ny, Us

• Directed a 3-year, $35M global initiative impacting over 5000 call center agents, overseeing more than 100 employees and vendors executing program development in line with Agile and Waterfall principles.• Collaborated with product owners and business process owners to build new capabilities and replace legacy servicing platforms with a single system serving over 22 global markets.• Developed a project financial forecasting tool that increased the accuracy of cost estimates and generated 10 hours in productivity savings each month.

New York, Ny, Us

• Supervised five project analysts in the development and delivery of 40 projects that optimized customer care in World Service Operations.• Deployed implementation and servicing strategies for the Amazon-American Express Membership Rewards partnership across domestic front-line contact centers, back office case management and merchant services functions.• Devised the servicing strategy for the inaugural rollout of the Delta Reserve Cobranded Credit Card.• Ensured compliance with the federal Credit Card Act by leading changes to over 500 customer communications.

New York, Ny, Us

Project Manager, World Service Relationship Care Strategy, American ExpressFinance Manager, Global Procurement – Validation and Reporting, American ExpressFinance Analyst, Global Procurement – Validation and Reporting, American ExpressProject Analyst, Customer Care Capabilities, American ExpressTeam Leader, Telephone Service Center, American Express

Mba, Business Administration

Bsbm, Business Management

Education record