BRYAN R. GRAY
Delran,NJ
Summary
Strategic problem-solver and visionary executive successful at defining and implementing plans that meet current and future needs. Highly acclaimed collaborator at all C levels propelling business growth, alignment, corporate revenue generation strategies, commerical partnerships, and Win Team leadership based on strong operations and financial acumen. Orchestrator and builder of distinguished global customer care, digital, operations and consulting teams for multi-national Fortune 500 clients increasing firm wallet share, optimizing profitable revenue and shareholder value.
Overview
23
23
years of professional experience
Work History
President, Financial Solutions
Alorica ($2 B Global Digital/CX Interactions Firm)
09.2023 - Current
- Elevated market, brand position, and selling engine of high margin banking and capital markets specialty unit within structured finance/ABS loan servicing space and $75 billion AUM
- Initiated strategy to drive growth and increase market share and profitability, delivered record (on pace) 45% YOY 2024 revenue growth expanding structured finance product offerings and identifying new market opportunities, including new Managed Services core credit card platform
- Integrated standalone SST Financial Solutions business unit into Alorica parent, streamlined organizational processes by evaluating current systems and implementing improvements
Senior Vice President, Client Solutions
Alorica
02.2012 - 08.2023
- Spearheaded Alorica's ascent in the banking, fintech, and energy sectors responsible for executive relationships, wallet share protection and driving growth from $280 M to $600 M annual client spend on customer care, account resolution, and digital business transformation outsourcing of 10,000 FTE
- Maintained P&L and shouldered client fiscal responsibility for $600 M division, devised and presented business plans, forecasts, and organizational strategies for C suite alignment.
- Restructured organization with Global COO and Chief Client Officer team to verticals and transformed into strategic selling engine, created advanced Salesforce CRM.
- Led executive commercial relationships for global digital and customer care operations for Goldman Sachs, JPMorgan Chase, Barclays, Capital One, American Express, US Bank, Ally Bank, Bank of America, Best Buy, Walmart, ASDA, Duke Energy, Centrica, and many others.
- Chief motivator and strategist who coached 8 VP's and team of 36 professionals responsible for operations, NPS success, organic quota targets, Salesforce health, and LOB with value differentiation, including Digital RPA, ML, Intelligent Automation/Digitization
- Hand picked and coached direct report account teams to revamp growth strategies, sample accomplishments: led team to win Barclays to create 1,200 FTE Manila Center of Excellence; won Walmart 2,800 retail.com care and back office banking FTE, orchestrated new logo win of Goldman Sachs Marcus AppleCard with 1,900 FTE across 7 LOBs growing to $100 M, awarded Bank of America growth from $30 to $110 M annual revenue; $500 M TCV awarded over 3 year period.
Vice President, Customer Relationship Management Solutions
Alorica (former Expert Global Solutions)
01.2011 - 01.2012
- Led corporate Sales Enablement Win Team globally, constructed strategy with corporate teams on pricing, global cost optimization, and technology; responsible for Corporate PMO team
Vice President, Operations Technology Vertical
Alorica (former NCO Group)
01.2010 - 12.2010
- Senior leader responsible for Operations of Technology Vertical reporting to Global President.
- Held senior relationship for Microsoft Global Outsourcing of customer care and technical support operations of 700 staff across Philippines and Panama driving KPI attainment, client relationships, and full P&L. Held same responsibility for Apple U.S. operations leading team of 450 staff.
Senior Vice President, Client Services
HCL Technologies (former Merck Subsidiary)
07.2008 - 10.2009
- Executive responsible for overall client relationships, operations/KPI's, and commercial for $70 M Consumer Packaged Goods and pharma/DTC sectors.
- Led team of 23, including 4 Vice Presidents, curating care and social media interactions for Nestle, Kraft, Hershey's, Campbell's, Gatorade, Pfizer, Bayer, Cadbury Adams, Miller Coors, Levi's, and others.
Senior Vice President, Client Services - North America
Foundever (former ICT Group / Sykes)
01.2001 - 06.2008
- Progressive responsibility increases from Assistant Director to Senior Vice President leading
- Led relationships, business development and KPI attainment growth of 15% YOY across JPMorgan Chase, HSBC, Capital One, Citibank, Bank of America, Barclays, Aegon, AT&T, SiriusXM, and others
- Solutioned and led initial offshore migrations of customer care operations to Philippines and LATAM
Education
Bachelor of Science - Management, Marketing
Rutgers University, School of Business
New JerseyExecutive Certificate of Education - Fintech Innovation: Disrupting Financial Landscape
University of Cambridge Judge Business School
Cambridge, UK01.2023
Skills
- Corporate revenue generation strategies
- Executive Global Client Solutions leadership
- New logo, organic, strategic account growth
- Customer Care and NPS Strategies
- C-Level Client Selling and Advocacy
- P&L Ownership Gross Margin/EBIDTA
- Partner Oversight and Global Operations
- Pricing Strategy and Commercial Ownership
Timeline
President, Financial Solutions
Alorica ($2 B Global Digital/CX Interactions Firm)
09.2023 - Current
Senior Vice President, Client Solutions
Alorica
02.2012 - 08.2023
Vice President, Customer Relationship Management Solutions
Alorica (former Expert Global Solutions)
01.2011 - 01.2012
Vice President, Operations Technology Vertical
Alorica (former NCO Group)
01.2010 - 12.2010
Senior Vice President, Client Services
HCL Technologies (former Merck Subsidiary)
07.2008 - 10.2009
Senior Vice President, Client Services - North America
Foundever (former ICT Group / Sykes)
01.2001 - 06.2008
Bachelor of Science - Management, Marketing
Rutgers University, School of Business
Executive Certificate of Education - Fintech Innovation: Disrupting Financial Landscape
University of Cambridge Judge Business School
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