Michael Drury Email & Phone Number

Manila Philippines

Selected to create and then lead the Philippine Retail Program Office including project management, workforce management, seating strategy, and support partner management e.g. technology, facilities and corporate functions. Developed Program Office strategy, built infrastructure and developed successful Program Office team.* Increased seat utilization from 1.2 to 1.4 (seat to agent ratio) thereby reducing occupancy cost and efficiency.* Insourced 300 vendor employees through a… Show more Selected to create and then lead the Philippine Retail Program Office including project management, workforce management, seating strategy, and support partner management e.g. technology, facilities and corporate functions. Developed Program Office strategy, built infrastructure and developed successful Program Office team.* Increased seat utilization from 1.2 to 1.4 (seat to agent ratio) thereby reducing occupancy cost and efficiency.* Insourced 300 vendor employees through a “rebadge” process allowing for substantial operating cost reduction.* Drove cost reduction efforts through more effective asset management.* Executed the global site strategy in the Philippines managing the realignment of several businesses.Workforce Management:* Significantly improved team employee satisfaction scores to 93% overall satisfaction.* Designed and implemented workforce employee development program. Ultimately leading to improved satisfaction and career pathing.* Consistently implemented process improvements to improve group efficiency and allow more nimble reaction to the dynamic call environment.* Drove strategic alignment across multiple continents in terms of people practices, communication and process improvement.Audit and Compliance:* Led team to design, develop and implement asset tracking process and system to manage local Philippine regulatory requirements receiving satisfactory ratings in subsequent audit. Show less

Manila, Philippines

Handpicked to program manage the Retail Operations offshoring strategy from concept through execution. Led cross functional group to define requirements; established a team of experts in all required disciplines ranging from technology, operations, risk, compliance and training. Ultimately resulting in the successful migration/growth to a vendor site. Continued to manage vendor performance meeting or exceeding all key performance metrics.* Development of offshoring strategy for the… Show more Handpicked to program manage the Retail Operations offshoring strategy from concept through execution. Led cross functional group to define requirements; established a team of experts in all required disciplines ranging from technology, operations, risk, compliance and training. Ultimately resulting in the successful migration/growth to a vendor site. Continued to manage vendor performance meeting or exceeding all key performance metrics.* Development of offshoring strategy for the Retail Operations group. Created risk based selection model to determine offshoring viability by business.* Facilitate vendor selection process by authoring the RFP, managing vendor site visits and interviews.* Authored the statement of work; primary point of contact for contract negotiations and contract execution.* Ensured compliance with US federal regulations and Philippine regulations.* Led the transition team to begin operations at the vendor through managing the recruiting, training and technology implementation.* Grew Vendor site to 1200 employees that performed consistent with or better than the captive sites in all key performance metrics.* Drove the rebadge effort to transition the vendor employees to Chase. First successful rebadge effort in bank history by successfully rebadging 900+ vendor employees.* Handpicked to relocate to the Philippines to support the Retail Operations organization with vendor management, project management, training and compliance. Show less

Columbus, Ohio

Recruited to lead the Retail Telephone Banking organization, as part of an overall Bank initiative to consolidate/integrate Call Center operations in to two strategic sites in Houston, TX and Tempe AZ. This was a multi-year effort* Managed 6 deposit system conversions for Telephone Banking spanning 6 years including: process mapping, training development and execution, system testing, communication and event management.* Merger/Acquisition point for Telephone Banking Operations… Show more Recruited to lead the Retail Telephone Banking organization, as part of an overall Bank initiative to consolidate/integrate Call Center operations in to two strategic sites in Houston, TX and Tempe AZ. This was a multi-year effort* Managed 6 deposit system conversions for Telephone Banking spanning 6 years including: process mapping, training development and execution, system testing, communication and event management.* Merger/Acquisition point for Telephone Banking Operations ensuring organizational alignment, site strategy and integration execution.* Telephone Banking Operations Center managing call routing, agent skilling and technology incident management. Show less