Michael Brady
Avondale,PA
Summary
Dynamic leader with a proven track record at medium to large financial services organizations, excelling in strategic planning and operations leadership. Achieved $23M in savings through corporate transformation while fostering a culture of high performance and inclusion. Expert in data analysis and effective communication, driving innovative solutions that enhance customer experience and operational excellence.
Overview
11
11
years of professional experience
Work History
Senior Vice President, Head of Commercial Operations and Real Estate
MOMENTUM FINANCIAL SERVICES
01.2023 - 09.2025
- Rapidly achieved a prominent promotion gaining progressive influence and responsibility based on outstanding leadership and results.
- Serves in a strategic executive role overseeing cross-functional teams encompassing real estate, business strategy, payments, loan review, loss prevention, and customer care teams.
- Dynamic leader focused on delivering premier customer service with innovative ideas and solutions for the department.
- Plays a key role in the development and implementation of customer relationship management.
- Manages a $5.5M budget and a team of 26 professionals fostering accountability and high performance.
- Provides leadership and guidance for all customer care functions including call center operations, customer complaints, and issues related to service delivery.
- Develops and delivers a sustainable business operational strategy, establishes key performance indicators, and mitigates risk to advance the organization to the next phase of growth.
- Drives continuous improvements including launching innovative customer contact capabilities, such as chat and web services, delivering a $1.5M reduction in cost savings as well as a $2M decrease in labor costs.
- Implements cutting-edge processes and systems including ideating a differentiating payment system in retail stores and a path to scale the initiative across the entire organization forecasting $2M in EBITDA.
- Builds processes to propel operational excellence, enhance complaint remediation, and reduce customer escalation a 25% decrease in customer litigation.
- Maintains a sharp vision of emerging trends and best standards positioning the organization as an industry leader in a highly competitive landscape.
- A financial services company committed to providing financial solutions that meet evolving needs of consumers and business owners. Serving customers throughout Canada and the United States.
Vice President, Head of Real Estate Experience
MOMENTUM FINANCIAL SERVICES
01.2022 - 12.2022
- Performed in a key executive position tasked with driving the business strategy for the entire North American operations.
- Tasked with consolidating the network in preparation for a pivotal transformation of the company to an omnichannel alternative financial services provider.
- Oversaw 6 direct reports, maintained revenue in the stores, and delivered $9M in operational expense savings.
- Led the key consolidation of the network from 600 to 420 stores, 25% of the total network, while generating $23M in operational expenses savings in one year.
- Optimized processes and renegotiated more than $1M in operating costs for facilities and vendor management.
- Created and implemented strategic marketing campaigns driving a 96% retention of store revenue.
- Consolidated and closed corporate office locations delivering $1.5M in savings in operational expenses.
- Launched a revolutionary point-of-sale service enabling customers to complete transactions through digital capabilities reducing resources and expenses.
- Ideated and executed a Q4 'Win Back' strategy incorporating robust marketing offers and campaigns generating more than $600K in new revenue.
- A financial services company committed to providing financial solutions that meet evolving needs of consumers and business owners. Serving customers throughout Canada and the United States.
Director, Strategy Consultant – Branch & Café Customer Experience
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2020 - 12.2021
- Functioned in a key leadership role working directly with the Head Senior Vice President in the redesign and development of the customer experience strategy for branches and cafes.
- Focused on the physical design, data transformation, and delivery of the inaugural digital retailer experience.
- Leveraged business intelligence and deep knowledge to stand up the team and process to create physical signage within the branches and cafes.
- Utilized powerful communication and marketing expertise to adapt to the post-COVID ever-changing environment and shift the approach of communication with the customers to move the organization forward.
- Used data analytics to identify banking transactional behavior, translate insight into strategic business plans, and provide scalable solutions to overcome challenges delivering a forced digital experience and adoption.
- Created a world-class communications strategy based on innovative digital experience as well as key performance metrics.
- An American bank holding company specializing in credit cards, auto loans, banking, and savings accounts. Headquartered in McLean, Virginia with revenue of more than $30B and net income of over $1.1B.
Director of Customer Marketing
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2018 - 12.2020
- Spearheaded 3 cross-functional teams including customer onboarding, change communications, and agile PMO.
- Served as an operational end-to-end marketing and communications leader crafting well-structured strategic marketing plans, accelerating digital adaptation, and retaining and growing revenue.
- Created a compelling journey based on an automated onboarding campaign forging trustworthy banking relationships, propelling digital results, and reducing customer complaints.
- Mike led my team through a strategic planning exercise that focused how the work linked across partners and to the broader organizational objectives.
- He teased out the key leaders that needed to become ally’s to a vision.
- His fast learning curve and broad background accelerated our implementation of a post-COVID customer experience strategy that focused on bridging the divide between retail and digital.
- An American bank holding company specializing in credit cards, auto loans, banking, and savings accounts. Headquartered in McLean, Virginia with revenue of more than $30B and net income of over $1.1B.
- Acted as a catalyst for change supporting bank closures retaining $600M in deposits, delivering 6% growth, and generating more than $150M in net new deposit growth.
- Spearheaded the enterprise customer communications through the pandemic through a key partnership with the Chief Executive Officer ensuring consistent and effective customer communications to guide the organization through societal distress.
Senior Manager, Human Resources Consultant
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2016 - 12.2018
- Acted as a strategic consultant and advisor to the Executive Vice President of Product and Marketing focused on transitioning the organization into a customer-centric culture infused with high performance, diversity, equity, inclusion, and belonging.
- Led a total restructuring and implementing of teams into pods and practices championing a deeper sense of inclusion and belonging.
- An American bank holding company specializing in credit cards, auto loans, banking, and savings accounts. Headquartered in McLean, Virginia with revenue of more than $30B and net income of over $1.1B.
Senior Manager of Home Loan Operations
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2015 - 12.2016
- Oversaw the origination operations team supporting the loan and customer process from conception to closing.
- Transformed an underachieving team into a thriving division exceeding targets and boosting net promoter scores from 2 to 4.5.
- Led the organization through a major industry change ensuring compliance with regulatory laws and regulations.
- An American bank holding company specializing in credit cards, auto loans, banking, and savings accounts. Headquartered in McLean, Virginia with revenue of more than $30B and net income of over $1.1B.
Education
Bachelor of Science (BS) - Information Resource Management
Wilmington University
Project Management Certificate -
University of Delaware
Skills
- Analytical Insight & Data Analysis
- Strategic Planning & Execution
- Operations Leadership
- Strong & Effective Communication
- Corporate Transformation
- Learning & Professional Development
- Project Management
- Agile Methodologies
- Change Leader
- Mentoring & Coaching
Timeline
Senior Vice President, Head of Commercial Operations and Real Estate
MOMENTUM FINANCIAL SERVICES
01.2023 - 09.2025
Vice President, Head of Real Estate Experience
MOMENTUM FINANCIAL SERVICES
01.2022 - 12.2022
Director, Strategy Consultant – Branch & Café Customer Experience
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2020 - 12.2021
Director of Customer Marketing
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2018 - 12.2020
Senior Manager, Human Resources Consultant
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2016 - 12.2018
Senior Manager of Home Loan Operations
CAPITAL ONE FINANCIAL CORPORATION (FORMERLY ING DIRECT)
01.2015 - 12.2016
Bachelor of Science (BS) - Information Resource Management
Wilmington University
Project Management Certificate -
University of Delaware