Tim Ashlock Email & Phone Number

New York, Ny, Us

I am currently serving as Global Operating Leader for Genpact, an industry leader in global transformation and professional services. I’m intensely focused on driving customer experience in the Banking and Capital Markets vertical with an emphasis on leveraging AI-powered enablers. Since joining the firm in May 2021, I have led the Genpact team to strengthen operational stability, improve customer experience, improve talent recruiting and onboarding and deepen our client relationships.

San Antonio, Texas, Us

I had the privilege of leading a talented team of banking professionals to transform how our front-line teammates experience the USAA brand in serving our members, and how our members experience the USAA brand. We led the simplification, standardization and automation of business processes to reduce cognitive load, empowering front-line teammates to focus on discovering and fulfilling unmet needs and building trusted relationships with our members. Central to our strategy was how to ensure a seamless, personalized omni-channel experience for every member--using big data and interaction insights to create a personalized, highly-relevent experience.We were privileged to lead the re-design of our learning platforms and content to deepen knowledge of our products, processes and regulations including redesign of learning modalities with greater emphasis on creating self-paced, high-engagement learning experiences. We deployed a dynamic team of professional leadership coaches to equip our front-line leaders with the tools and strategies to chase their full performance potential. Following success at Citibank in leading the engagement to transform contact center, financial center and back office operations platforms, I was privileged to lead the transformation of MSR tools at USAA. When we deploy the right technology, we bring all system interactions into a single user interface, and guide MSRs through a compliant, intuitive step-by-step process that personalizes the interaction for each member, we gain valuable insights that can be harnessed to deepen and personalize the member experience. A win for members, a win for our employees, and a win for growth and market share objectives.

San Antonio, Texas, Us

I am honored to have led a team of tremendous financial services professionals who are experts in the execution of money movement processes and experiences (ACH, Wire, Zelle, Check, etc) in support of a diverse enterprise (Deposits, Credit Cards, Real Estate, Property & Casualty Insurance, Domestic and International Wire Operations Contact Centers). Also led supporting organizations including Process Owners, Application Owners, Root Cause Analysis and CAD team. Strategic focus was on delivering an exceptional member experience--leveraging automation to reduce cycle times and improve operational efficiency. One of the valuable experiences I took from this opportunity was fostering a culture of compliance and building/maintaining a rigorous control environment. As I led in this role, I had concurrently gone back to Law School at Texas A&M to earn a MJur in Risk Management Law. This elevated my understanding of risk frameworks, effective control design, AML/KYC, cyber security, etc. and it helped me lead my team in thinking about risk through different lenses. I was able to take on an administrator function for ABA training and was honored to play a small role in helping every one of my 18 Directors and Managers pass Risk Management certification with the ABA. They were and are an amazingly talented group who played a pivotal role in fostering our culture of compliance.

New York, New York, Us

Led a diverse team of 4000+ as President of our San Antonio Site which included contact center, branch bank, brokerage operations, back & middle office operations, disputes management, vendor management, information technology, control & compliance and PMO. Concurrently led US Retail Banking Operations for Citi’s North American Banking unit. Scope was broad including all aspects of Consumer, Small Business and Commercial Operations. Strategic focus was on transforming what was once a transactional processing operation to a full-service client-centric servicing center. We focused on deepening client loyalty and simplifying client interactions. Wallet share and product deepening grew as by-products of this success. We embedded and executed an effectively designed control framework, laser-focused on burning down risk. I had an amazing opportunity to lead a successful digital transformation for our contact centers, financial centers and back office operations. I am forever grateful for all that I learned from that experience and from the talented, diverse team we built who inspired and impressed me with their thought leadership and never-ending pursuit of excellence. All credit goes to them.

New York, New York, Us

* Role Concurrent to Primary Role of SVP Operations

New York, New York, Us

Mba, Finance, Operations Strategy

Master Of Jurisprudence, Risk Management

Ba, Political Science, Economics, Minor In Legal Studies

Education record