Tom Lavin Email and Phone Number

Built and developed team of program/project managers in support of Citi’s Operations Digitization and Technology organization. Responsible for managing global programs in support of Digital Transformation, Fraud, Collections and Call Center technologies. Oversee project delivery using both Agile and Waterfall methodologies ensuring compliance with SDLC process and audit controls.

Provided senior leadership and direction for ~100 analysts in support of software development projects impacting agent desktops, IVR/VRU and sales palette offers. Teams were responsible for requirements and testing, as well as implementation and conversion planning.

Provided leadership and direction for 35 analysts in support of software development projects impacting customer service desktops. Responsible for managing all aspects of requirements and testing, as well as implementation and conversion planning.

Managed software development teams and projects in support of multiple customer servicing platforms for Cards. Overall responsibilities included capacity planning, project estimation and scheduling, requirements analysis and design, software development, code inspections, configuration and release management, and staff development.

Served as a technical specialist for KPMG’s consulting organization with progressive responsibilities over a six year period. Managed the installation and customization of KPMG financial systems at various client sites. As a Programmer and Consultant, I was responsible for requirements analysis, design, coding, unit testing and defect resolution. As a Senior Consultant and Manager, my role was expanded to include management of the site technical teams, drafting technical proposals, conducting product demonstrations and providing product training to client technical teams.