Sean Auerbach Email & Phone Number

Atlanta, Georgia, Us

Leading agile technology initiative that is transforming $2billion LOB delivering proven 8 figure savings, enhanced quality and simplifying business operations. Leading business enablement and support team of over 100 Product Owners, Business Analysts that drive change in both emerging and legacy applications.Led a customer service operation of 1,500+ team that provided customer care, insurance claims and insurance processing services to over 10 million customers of Fortune 500 financial services organizations. Led operational transformation of customer service operations that reduced staff by approximately 30%, 1,500+ team members to 1,000, and spend by $30MM, from $80+MM to $50MM.Developed gamification strategy within insurance processing operations that engaged associates through recognition, visible management tools and increased productivity by 10% and sustained client required quality SLAs. Created a test-and-learn team within Customer Care to experiment and validate strategies to improve the customer experience resulting in 5% increase in CSAT scores and increased associate engagement.Deployed social media strategy leveraging Yammer to facilitate associate engagement achieving 90% organic adoption rate. Yammer has been used as the primary medium to recognize associate performance and communications and a key contributor to increasing associate awareness and connectivity to the organization.

Tampa, Florida, Us

Charlotte, Nc, Us

Reorganized Foreclosure operations from a functional model to an account ownership model. Transitioned and retrained over 1,400 Associates across 8 sites increasing accuracy and reducing cycle time – savings of $10 MMRetooled LPS Desktop to drive a consistent and systematic usage of application across foreclosure operations. Conservatively estimated savings of reduced cycle time of 2.5+ days per loan and savings in excess of $25MMOutsourced multiple foreclosure functions to third parties. Responsible for planning, implementing, measurement and sustainability of transitioned functions. Estimated saving in excess of $100 MM and significant saves in cycletime across foreclosure value chain.Implemented industry leading solution to automate legal foreclosure documents that reduced error rates from a high of 70% to less than 5%, reduced cycle time by 50+ days and saved $14 MM. Led the creation of an Attorney Vendor management function as required by the OCC Consent Order. Defined strategy for the organization, led overall implementation and assisted management in day-to-day operational decisions once it went live.

Charlotte, Nc, Us

Managed the planning, execution and evaluation of new products and services for the Retail Bank. Advised initiative owners on execution strategy, sales strategy, associate engagement, customer experience and success metrics. Over 100+ initiatives were tested or piloted with 30+ initiatives in portfolio at any one time. Products ranged from deposit, credit, insurance products as well as new technology and processes. Developed strategy and authored methodology to ready new products and services for deployment in the Retail Bank (6,000+ Stores). Led Associate Readiness team that developed and executed the strategies to ready 20,000+ Associates in Mortgage Servicing, Post-Closing and Insurance business units as part of the CountryWide merger integration effort.Designed and executed associate readiness strategy to prepare new phone-based delivery channel to sell banking and investment productsLed integration of on-line features / functionality and call center capabilities to drive channel integration and consistent customer experienceDesigned multi-channel service support strategy to accelerate the opening of retail banks. Led build-out of support center and enabling technologies, hired team and managed day-to-day operations.Designed, executed and managed call center reorganization to become a process centric organization. Established process team with 9 direct reports who led enterprise change initiatives. Streamlined call center processes that enabled 80+% of customer calls to be answered within 30 seconds from a baseline of 46% without increasing FTEs and realized savings of over $1 million. Increased customer delight by 26% while FTE grew by 64%.

Oversaw technology turnaround that included upgrade of hardware, deployment of application releases, vendor management, improved requirements and specifications. These combined efforts resulted in improved performance of on-line response by 400% and eliminated technology as a hurdle to delivering business model. Oversaw e-business strategy that included site redesign, marketing strategies, promotions, outbound email marketing campaigns – increased traffic in excess of 500%.Designed customer experience strategy and managed execution than enabled charities to establish an on-line presence in 95% less time through redesigned efforts and eliminated costs for these partners.Led business development efforts with Amazon, Ebay and Yahoo and affinity relationships with other partners.

• Developed designs to optimize all e-commerce product operations through reengineering their business processes and evaluating supporting technologies. Designs incorporated customer relationship management strategies as well as supply chain strategies to facilitate vendor integration.Improved customer experience by establishing on-line fulfillment of vision insurance product and eliminated two-week, manually intensive process to fulfill. Eliminated all operational costs and errors from the process.• Redesigned auto-finance platform that would reduce cycle time of application decision by 75%, eliminated manual data entry and errors throughout the process, eliminated costs of mailing loan documents and reduced time to get documents into the customer’s hands resulting in an improved customer experience.

Worldwide, Oo

• Redesigned the customer experience for the consumer lending business unit for one of the nation’s largest banks. The effort involved: developing a customer relationship management strategy, redesigning the loan origination and support processes, developing technology requirements, defining an internet sales and service strategy, and defining customer care center to support multiple delivery channels. • Designed, developed and implemented the Human Resources Shared Services center for one of the nation’s largest insurers. The scope of work included: establishing an employee relationship management strategy, developing all organizational design components, designing the call center, defining all technology enablers, developing operational processes and developing an enterprise-wide change leadership strategy.

Operations Manager of a national underwriting and purchasing LOB. Responsible for operational processes and alignment of processes to customer requirements, communicated operational results to both Clients and Senior Management, responsible for service level agreements and associate satisfaction. Planned and coordinated the creation of a national underwriting and purchasing LOB that approved and processed consumer loans for national retailers - business generated over $20 million in receivables in first six months. Designed application process and organizational structure, developed conceptual design of information systems, defined resource requirements, equipment requirements and physical design of facilities, established and managed vendor relationships, interviewed and selected staff, developed operational policies and directed day-to-day development activities.

Us

London, Gb

Designed and developed information systems for the financial services and consumer products industries, experience in all aspects of the systems lifecycle from requirements definition through quality assurance testing.

Mba, Marketing And Finance

Msmis, Management Information Systems

Bsba, Computer Science