Jimesh Thaker - Executive Portfolio

Career portfolio

Summary of situations, actions & results

Jimesh Thaker

Strategy Formulation & Financial Management

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Examples of Situations, Actions & Results – Strategy & Finance

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Situation Action Result

•  Implement collections strategies for credit business

•  Defined collections policies including regulatory requirements. •  Defined reusable strategy framework which included Collections Entry,

Exit, Legal, Segmentation, Offers, Servicing, Contact strategy including contact channel (letters, emails, outbound dialing, IVR, self-service) business rules and operations outsourcing strategy.

•  Prioritized analyst strategies based on forecasted NCL / NCO (Net Credit Loss / Net Charge-Offs) impact.

•  Partnered with IT to create a systems architecture based on country specific needs, to implement defined strategies.

•  Reduced NCL and improved top and bottom line ranging from hundreds of thousands to millions of dollars

•  Built simplified and

sustainable processes for new business from the ground-up

•  Reduce $400M from a $1.3B IT budget

•  Gathered a team of architects and analysts to create a list of cost saving hypotheses as part of a 3-year IT strategy

•  Drove deep into a hypothesis to create a business case for saving $100M. •  It included building an internal cloud and automating provisioning of

infrastructure services. •  Cost savings achieved from supplier contract revision and insourcing.

•  Developed and successfully implemented a $100M business case

•  Customer experience improvement & contact center cost reduction

•  Evaluated IVR experience and identified opportunities for improvements.

•  Analyzed impact of IVR enhancements. Forecasted NPS (Net Promoter Score) and Contact Rate changes enabling contact center staffing changes and reduced costs.

•  Implemented prioritized IVR enhancements.

•  Improved NPS by 3 basis points and reduced customer contacts in the operations call center by 5%, resulting in yearly savings of $660K in labor costs.

•  Contact center process controls & cost reduction

•  Implemented statistical process controls for monitoring call center metrics.

•  Process controls resulted in increased efficiency and early detection of problems. For e.g. Based on data, re-engineered processes that eliminated duplicate calls.

•  Cost savings of $500K/year in call center staffing.

Acquisition Integration

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Examples of Situations, Actions & Results – Acquisitions Integration

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•  Build an integration muscle

•  Created a due diligence playbook based on business process, capabilities required for integration and technology architecture

•  A delivery planning framework was instilled which methodically focused on brand, legal entities and conversion events and implemented due diligence identified requirements.

•  Reduced duration to mobilize integration teams by 30 days

•  Playbook used and refined by 2 acquisition integrations

•  Acquisition integration Business Process Testing

•  Partnered with executives to prioritize and document top 10 business processes including account opening and closing, wire transfers, commercial loan origination, consumer loan origination, treasury management, financial record keeping / system updates etc.

•  Led a team of process engineers to create end to end test scenarios. Tested 265 critical scenarios to boost confidence in acquisition integration changes, prior to go - live.

•  Increased confidence in acquisition integration changes and capabilities delivered to bank customers

•  Low systems availability @Bank

•  Championed post-integration stabilization initiative •  Used 6 sigma FMEA principles to identify and prioritize points of

failure in the environment •  Created a roadmap to mitigate points of failure, in application and

infrastructure layers of the environment •  Baselined availability targets and re-engineered support processes

•  Stabilized and improved resiliency of retail and commercial bank environment

Information Technology

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Examples of Situations, Actions & Results – IT

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•  Turn around a large scale lagging $50M IT initiative

•  Listened to partnering teams concerns. Re-organized team for enhanced partner and business unit interactions.

•  Listened to project team and removed external consulting staff, gave more autonomy to leaders on project

•  Communicated extensively, the impacts of change •  Led by example, personally ran command centers for overnight support •  Motivated team by calling out differentiating behaviors and hard work

and by celebrating milestones

•  Program turned around by delivering high quality changes; completed on-time and within new forecasted budget

•  Cloud computing, HR and contact center technologies

•  Integrated 7K HSBC Card and ING DIRECT employees into Capital One cloud infrastructure, HR and contact center applications

•  Enabled critical human resource and financial process integrations and paved the way for a multi-year integration

•  Data center & network consolidation

•  Implemented a Data Center and Network consolidation strategy to prepare for growth and cost reduction

•  Led a team of consultants and project managers and partnered with Infrastructure vendors to execute several infrastructure projects over 18 months

•  Built a state of the art command center and enhanced production support processes to meet 99.99%+ availability targets

•  75% reduction in infrastructure footprint via consolidation of 12 data center locations into 4 major sites

•  Reduced labor expenses of associated management services

•  Ubiquitous employee access.

•  Rules engine technologies for credit business

•  Implemented efficient green-field systems including Collections and Recoveries rules engine parameter change processes, automated strategy monitoring, and proactively managed system performance and availability.

•  Reduced time to market of enhanced strategies to less than one week

General Management

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Examples of Situations, Actions & Results – General Management

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•  Low morale on an acquired team

•  Listened to team members and their customers to create a response •  Clearly articulated performance expectations. Provided development

and growth opportunities and removed underperformers from team

•  Team morale improved by 5 basis points based on survey

•  Culture shift •  Created an insider & outsider view of culture & behavior changes required to meet business objectives

•  Culture change acquired over a planned 2 years journey

•  Virtual team management

•  Used management tactics to be inclusive & adjusted schedule to be available to global team members

•  Sponsored an initiative to expand best practice (team norms, technology, processes) adaptation across a geographically diverse organization

•  Sustained team morale •  Effective virtual people and

team management by managers

•  Business performance management

•  Defined critical business metrics to manage business performance. •  Implemented structure to enable a senior leadership team to deliver

against business targets •  Managed a partner interaction and commitment based management

model to enhance trust and mutual accountability •  Led people and culture change initiatives for an expanding business •  Managed talent and performance management processes, driving

consistency and fairness in calibration and ratings processes

•  Consistently high performing business and culture during role tenure

•  Risk management, Audit, Controls and Governance

•  Leveraged operations excellence team to create business process maps, identify process controls and gaps and expose business risks

•  Sought a risk model to be able to gauge impact and prioritize mitigation efforts

•  Mitigated business risks and met commitments made to Audit, Business president and governing body. Kept Audit adequately apprised of efforts

•  Reduced audit findings by 90% over a 6 months period, mitigating over $100MM of risks

•  Community outreach •  Chaired volunteering committee for a team of 350 people. Led community involvement events with local non-profit organizations, including a financial literacy event at a DC area middle school

•  Improved team morale, personal sense of satisfaction.

Business Development

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Examples of Situations, Actions & Results – Business Development

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•  Expand consulting services

•  Performed market research and created a target list of small and mid-size businesses for selling b-2-b and b-2-c ecommerce services

•  Created pricing strategy and reached out to prospective clients to establish business relationship

•  Booked clients, secured requirements and partnered with IT to build websites including payments and distribution processes

•  Need to increase sales

•  Communicated price discounts via mail, phone and in-person to clients •  Negotiated price and financing terms •  Ensured business continuity by periodic customer follow-ups. Targeted

product and marketing segmentation was based on customers’ business outlook and economic conditions analysis

•  Sales increased by 25% over a quarter

Jimesh Thaker’s Contact Information

•  For more situation, action and result examples and detailed case studies please contact me:

•  Email: [email protected]

•  LinkedIn: linkedin.com/in/thaker

•  Twitter: @jimeshthaker

•  Phone / Text: 804-878-8010

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