Barry McRae
Harrisburg
Summary
Dedicated Operations Manager with 30 years of management experience in Lockbox Processing Department. History of improving productivity and quality, retention, customer satisfaction and employee morale to all-time highs
Overview
32
32
years of professional experience
Work History
Senior Manager, Retail Lockbox
Conduent, Inc.
05.2023 - Current
- Manage a team of 30 team members to successfully achieve all service level agreements, productive and quality goals daily.
- Work directly with other Managers on various shifts and support teams to ensure continuity in processing and successful risk and audit activities.
- Compile, analyze, and report team member productivity and quality performance.
- Monitor processes, identify bottlenecks and gaps, and make decisions to resolve operational issues daily.
- Insure all team members receive monthly performance updates and annual performance reviews.
- Responsible for all hiring and development of new team members.
- Use forecasting data to prepare daily work assignments, delegate tasks, and expertly meet business demands.
- Utilize and manage systems and processes that track and optimize staffing, productivity and standards, key performance indicators (KPI) and metrics
Corporate Carrier Relations Manager
Armstrong Transport Group
11.2021 - 04.2023
- Managed 10 team members responsible for onboarding transportation carriers and insuring these carriers meet all corporate carrier criteria to minimize financial, reputational and legal liabilities.
- Investigated and integrated technology changes and processes to improve team customer service and effectiveness.
- De-escalated Agent-Carrier disputes using mediation techniques that minimized complaints.
- Resolved problems, provided open communication and recommended resolutions to agent-carrier disputes.
- Monitored and adjusted staff schedules based on changing operational demand.
- Recommended and implemented procedural changes to enhance services for customers.
Department Operations Manager - Lockbox
Wells Fargo Bank, N.A.
04.1992 - 11.2021
- Manage 5 managers and 110 team members to successfully achieve all service level agreements, productive and quality goals daily.
- Responsible for developing annual budget and production forecast
- Analyze and explain monthly variances
- Develop managers for succession planning.
- Work directly with other Managers on various shifts and support teams to ensure continuity in processing and successful risk and audit activities.
- Compile, analyze, and report manager and team member productivity and quality performance monthly.
- Monitor processes, identify bottlenecks and gaps, and make decisions to resolve operational issues daily.
- Insure all team members receive monthly performance updates and annual performance reviews
- Submit team member increases and promotional suggestions to site manager.
- Responsible for all hiring and development of new team members.
- Lead tour of facility and process to customers, both present and prospective.
- Use forecasting data to prepare daily work assignments, delegate tasks, and expertly meet business demands.
- Utilize and manage systems and processes that track and optimize staffing, productivity and standards, key performance indicators (KPI) and metrics.
Major, Military Intelligence Officer
US Army
01.1992 - 05.2011
- Delivered all-source intelligence information and assessments to the battalion commander.
- Coordinated threat analyses concerning the movement of troops, insurgent activities and site changes.
- Predicted the impact of tactical strategies and movements on local cultures and environments.
- Advised the commander and subordinate units on information about the enemy such as locations or future plans in addition to information regarding weather or terrain.
Education
Bachelor of Arts - Business Administration
University of North Carolina -Charlotte
Charlotte, North Carolina05.1988
Skills
- Ability to manage to production goals, deadlines, and various metrics
- Strong analytical skills with high attention to detail and accuracy
- Excellent time management
- Excellent Lockbox production knowledge
- Ability to manage initiatives involving process improvements
- Excellent understanding of budget and productivity tracking processes
- Strong organizational, multi-tasking, and prioritizing skills
- Ability to learn new functions
- Ability to motivate staff to prioritize work, meet deadlines, achieve goals, and work under pressure in a dynamic and complex environment
- Excellent verbal, written, and interpersonal communication skill
Timeline
Senior Manager, Retail Lockbox
Conduent, Inc.
05.2023 - Current
Corporate Carrier Relations Manager
Armstrong Transport Group
11.2021 - 04.2023
Department Operations Manager - Lockbox
Wells Fargo Bank, N.A.
04.1992 - 11.2021
Major, Military Intelligence Officer
US Army
01.1992 - 05.2011
Bachelor of Arts - Business Administration
University of North Carolina -Charlotte
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