JEFF HOBSON
Tampa,FL
Summary
Senior Finance Executive with 30+ years’ experience focused on implementing strategic financial planning and optimization of operational efficiencies to drive business growth. Committed to delivering accurate and actionable financial reporting and recommendations; leading alignment between finance and operations through a collaborative team-focused approach; utilizing data-driven insights to identify opportunities for process improvement, cost reductions, and increased revenue.
Results-driven executive with extensive experience in strategic leadership and operational excellence. Proven track record in driving growth, optimizing processes, and fostering team collaboration. Exceptional skills in strategic planning, financial management, and stakeholder engagement. Adaptable and reliable, consistently achieving high-impact results in dynamic environments.
Overview
24
24
years of professional experience
Work History
Vice-President, Country Mgr. US
Computer Generated Solutions, Inc
01.2023 - 01.2025
- Lead the business process outsourcing (BPO) operations, human resources and finance related to all aspects of US business unit. Executed strategic planning and daily operations for up to twelve clients and six direct reports. Improved Gross Margin by 3%+ within the first six months and reduced local SG&A expenses by 50%.
- Improved Gross Margin by 3% through agent staffing efficiencies, support ratio efficiencies and clients KPI performance to achieve maximum bonus
- Reduced local SG&A expenses by over 50% by SG&A staffing efficiencies, exiting the current lease and relocating to a smaller location thereby downsizing the square footage by 50%.
- Improved and sustained KPI performance across all the clients thereby increasing overall client satisfaction and client retention through the rollout of an agent scorecard and effective agent coaching
- Reduced attrition by 67% within the first 6 months by identifying root cause analysis and implementing action plans to improve the entire employee life cycle
- Developed/created financial models for each client to educate the senior leadership team on the cause/effect of key operational variables to drive Gross Margin improvement of 3%
- Computer Generated Solutions, Inc is a global privately-owned business with one of three legal entities being a Business Process Outsourcer (BPO) Contact Center providing technical support, customer service, and other customer-focused activities for organizations across the world. With over 7,000 employees and 28+ languages, Computer Generated Solutions, Inc, is a leading pioneer in the CX industry.
Senior Director Area Operations/Finance - US Operations
Foundever (FKA Sykes; Sitel)
01.2007 - 01.2023
- Lead the budgeting, forecasting and financial analysis related to all aspects of US business unit with responsibility of annual operating revenues of $265 million. Execute strategic planning and daily operations for up to 14 US BPO call center locations with 13 direct reports and 2400 employees, redirecting failing business unit into profitability within 6 months. Oversee all US Human Resource aspects for 5,500 employees including employee relations, compensation and benefits/payroll, and safety. Comfortable reporting and presenting to all levels of management including C-Suite.
- Develop US FP&A team from inception; inspiring global replication based on model’s success
- Lead integration of US finance departments through two company acquisitions (totaling $400+ million revenue)
- Create Site SG&A Modeling reducing Site SGA by 2% vs. run rate through utilization of cost modeling and reporting; increase visibility to Operations partners and provide recommendations on client occupancy, bill rates, and variable cost reduction strategy
- Construct and deploy Attrition Model without Improving Operating Margins by 250 basis points and MOI by 2% vs. run rate; host weekly operation meetings to review priorities, employee absenteeism and attrition, and reporting analysis of current state vs. future and optimal state modeling
- Spearhead Attrition Project Team through creation of Attrition Model and education of operations teams on the cost impact of attrition leading to reduction of attrition by 10% YoY; decrease turnover by 42% and 8% in two consecutive years
- Improve Operating margins by 11% and 2.5% following year; improve MOI by 15.1% and then again by 4.2% within two years
- Exceed Budget by 10% on revenue, 1% on Operating Margins and 1.2% on MOI in one year
- Design and implement unclaimed property procedures resulting in cost savings of $25K
- Decrease workers compensation costs in the US by 81%, resulting in more than $1 million in annual savings
- Chair the committee for the creation of the first I AM SYKES Award – International Recognition Program recognizing the highest level of employee or team within the company
- Foundever is a global privately-owned Business Process Outsourcer (BPO) Contact Center providing outsourced sales, technical support, customer service, and other customer-focused activities for organizations across the world. With over 160,000 employees, and $1.7 billion dollars in revenue, Foundever is a leading pioneer in the CX industry.
Senior Director of US Operations
Foundever (FKA Sykes; Sitel)
01.2004 - 01.2007
Senior Director of Human Resources, US
Foundever (FKA Sykes; Sitel)
01.2001 - 01.2004
Education
Bachelor of Science - Finance and Management
Coastal Carolina College
Conway, SCEckerd College Leadership Development Program - undefined
Eckerd College
Skills
- Financial analysis expertise
- Data analysis expertise
- Experienced with data visualization tools
- Business model frameworks
- Financial sensitivity analysis
- Financial variance analysis
- Financial modeling expertise
- Profit and loss management
- Oracle (Hyperion)
- SAP
- Financial modeling for SG&A expenses
- Multi-site management
- Strategic planning expertise
- Building client partnerships
- Workforce development and guidance
- Employee relations management
Timeline
Vice-President, Country Mgr. US
Computer Generated Solutions, Inc
01.2023 - 01.2025
Senior Director Area Operations/Finance - US Operations
Foundever (FKA Sykes; Sitel)
01.2007 - 01.2023
Senior Director of US Operations
Foundever (FKA Sykes; Sitel)
01.2004 - 01.2007
Senior Director of Human Resources, US
Foundever (FKA Sykes; Sitel)
01.2001 - 01.2004
Eckerd College Leadership Development Program - undefined
Eckerd College
Bachelor of Science - Finance and Management
Coastal Carolina College