Summary
Overview
Work History
Education
Skills
References
Hobbies
Timeline
Generic

John Stacy

54 Harriet St Dover,DE

Summary

Results-driven Change Manager accomplished in driving successful updates at department- or business-wide level. Expert in relevant tools and strategies to achieve targets and control risks associated with implemented changes. Decisive in planning implementations and articulate in communicating updates.

Overview

34
34
years of professional experience

Work History

Project, Process and Access Change Management Lead

Capital One, N.A
Wilmington , DE
08.2015 - Current
  • Identify, evaluate and prioritize organizational change initiatives.
  • Develop strategies to ensure successful implementation of changes.
  • Conduct gap analyses to identify areas of improvement in change processes.
  • Create detailed plans for implementing new systems or procedures.
  • Coordinate with stakeholders to ensure alignment with business objectives.
  • Facilitate workshops and meetings to discuss proposed changes and their impacts.
  • Provide training and guidance on the use of new tools or systems related to changes.
  • Monitor progress of change initiatives and reported results to management team.
  • Assess effectiveness of change management activities and identified opportunities for improvement.
  • Draft reports outlining the status of projects, risks, issues, costs, benefits. associated with changes.
  • Develop communication plans for informing staff about upcoming changes.
  • Prepare presentations for senior leadership regarding project updates or other relevant topics.
  • Collaborate with cross-functional teams to develop effective solutions to address challenges arising from changes.
  • Manage relationships between internal teams and external vendors and partners involved in the change process.
  • Resolve conflicts among stakeholders concerning proposed changes or implementations.
  • Evaluate feedback from end users regarding changes made in order to measure success rate.
  • Ensure compliance with all applicable laws, regulations, standards., related to change management processes.

Manager of Fraud Investigations/Disputes/Rules

Capital One, N.A
Wilmington, DE
08.2006 - 08.2015
  • Monitor service delivery, identified areas for improvement, and implemented necessary changes to ensure customer satisfaction.
  • Manage a team of cross-site managers that oversee the day-to-day processing activities for each department to ensure efficiency and accuracy
  • Provide input to the strategic planning and new product process as it relates to Fraud and the Bank as a whole
  • Develop and maintain Policy and Procedure Manuals and the general maintenance requirements in regards to changes, updates and implementation of new products
  • Identify, negotiate and manage outsourcing and other relationships with third-party providers for specific services and support of back office
  • Increase operational efficiencies to streamline and simplify process flows and fraud prevention effectiveness, while maintaining expenses
  • Provide support to the Bank Security Officer in investigative support of suspicious transactions
  • Primary contact to banking regulators/vendors ensuring the Bank remains in compliance and is aware of all requirements, regulations and responsibilities pertaining to department policies and procedures
  • Maintain Deposit and Debit Card system rules through Process Change Management flow to ensure rules are implemented and in a timely manner
  • Coach, mentor and train team managers in order to improve their job performance which cascades down to their directs
  • Implement new technologies to streamline operations, reduce costs, and improve customer service.
  • Ensure compliance with all applicable laws, regulations, industry standards.

Fraud Prevention/Fraud Investigation Team Lead

ING Direct/Capital One
Wilmington, DE
05.2004 - 08.2006
  • Develop strategies to increase team productivity and improve customer service levels.
  • Provide leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
  • Resolve escalated customer complaints or queries promptly and efficiently.
  • Organize regular meetings with all stakeholders to ensure clear communication between departments.
  • Collaborate with other departments to develop effective solutions that meet customer needs.
  • Identify opportunities for process improvements, implementing changes when required.
  • Educate Senior Management on large fraud trends and losses and provide resolutions
  • Oversee the development of procedures to minimize the Banks risk exposure

Fraud Prevention Manager

Bank One, NA
Wilmington, DE
02.1999 - 05.2004
  • Develop and implemented strategies to increase customer satisfaction and loyalty.
  • Create monthly reports for senior management summarizing operational performance metrics.
  • Coach, mentor and train team members in order to improve their job performance.
  • Establish processes to ensure efficient workflow throughout the organization.
  • Implement new technologies to streamline operations, reduce costs, and improve customer service.

Assistant Manager

Avco Financial Services
Newark, DE
03.1990 - 04.1999
  • Closed personal loans and mortgages
  • Licensed to sell ancillary products such as Life and Personal Property insurances
  • Number 1 office in profitability in the US for 5 years running

Education

Some College (No Degree) - Operations Management

Drexel University
Philadelphia, PA

Skills

  • Relationship Management
  • Lean Six Sigma
  • Organizational Realignment
  • Problem-Solving
  • Adaptability and Flexibility
  • Team Collaboration
  • Regulatory Requirements
  • Setting Strategic Direction
  • Project Planning
  • Change Request Tracking
  • Excellent Communication
  • Problem-Solving Aptitude
  • Reporting & Analysis

References

References available upon request.

Hobbies

  • In my spare time my wife and I like to purchase storage units and estate sales to resell but mostly to find unique things
  • I enjoy wood working and making a variety of things using wood working tools but mostly using my CNC Machine

Timeline

Project, Process and Access Change Management Lead

Capital One, N.A
08.2015 - Current

Manager of Fraud Investigations/Disputes/Rules

Capital One, N.A
08.2006 - 08.2015

Fraud Prevention/Fraud Investigation Team Lead

ING Direct/Capital One
05.2004 - 08.2006

Fraud Prevention Manager

Bank One, NA
02.1999 - 05.2004

Assistant Manager

Avco Financial Services
03.1990 - 04.1999

Some College (No Degree) - Operations Management

Drexel University

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John Stacy