Stephen Crosby
Wesley Chapel,FL
Summary
Motivated leader of Application Support with 20 years of leadership experience . Strong track record for process improvement, cost reductions and improving customer value. Resourceful and well-organized with excellent leadership and team building record.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Assistant Vice President - Global Finance Support
MetLife
Tampa, FL
03.2020 - Current
- Lead global finance application support organization providing services for 48 countries, 80 applications, and 48,000 user accounts
- Accountable for support services including, Service Desk, Incident, Request, Access, Problem, Ledger Allocations, Reference Data changes, Audit controls, User Entitlement certification, Plan and Projection cycle maintenance and transition to operations
- Ensure effectiveness and compliance of 23 SOX audited ledger controls
- Establish strategy and objectives for organization to optimize support and increase stakeholder value
- Spearhead cross-functional initiatives across departments to deliver application services to Finance organization
- Manage key customer relationships with regional Chief Financial Officers, Controllers, Chief Accounting office and other Senior level stakeholders, providing quarterly updates on performance metrics, problem updates, root cause and action plans, and status of improvement initiatives
- Accountable for all HR activities including hiring, performance management, associate engagement, development, DEI initiatives, compensation planning
Director - Global Finance Support
MetLife
Tampa, FL
10.2015 - 03.2020
- Manage support services including, Service Desk, Incident, Request, Access, Problem, Ledger Allocations, Reference Data changes, Audit controls, User Entitlement certification, Plan and Projection cycle maintenance and transition to operations
- Application support portfolio includes Oracle PeopleSoft ERP, Hyperion Financial Management, Essbase, Oracle Analytics Cloud, Enterprise Planning and Budgeting Cloud Service, Reconnet, Booke TCP
- Process average monthly volume of 300 incidents, 2,200 service requests, 7,000 reference data changes
- Manage strategy road map for expanding support services, increased applications supported over three year period by 25% while reducing head count by 20%
- Develop and lead associate development and engagement strategy
- Create policy for operational processes including communication, business event management, time tracking, and budget
- Drive adoption of Lean management systems including attend daily huddles, identify areas for process improvement, and facilitate problem solving sessions
Manager - GFS (Service Management, Training, Continuous Improvement)
MetLife
Tampa, FL
02.2010 - 09.2015
- Service Level/Service Catalog manager for Accounting applications support that included 55 finance applications
- Facilitate key customer meetings to discuss metrics, accomplishments, upcoming events, improvement projects
- Manage Service Level Agreement contracts with customers including service agreements for new applications
- Manage, track, ensure accountability for Continuous Improvement projects, implemented process improvements that increased capacity by 20% for Access management and Service Desk operations
- Manage Global System Training program for MetLife accounting systems including instructor training, web training, documentation, maintaining website
Supervisor - Global Finance Support
MetLife
Tampa, FL
07.2005 - 01.2010
- Managed service desk that provides support services for MetLife accounting systems logging over 20,000 tickets annually including hot line support that received over 6,000 calls annually
- Supervised Access Management process for supported systems including: provisioning requests, building security, user entitlement re-certification
- Coordinated end- user support, training, testing, security administration for various financial systems
- Managed performance development process including objective planning, employee development, coaching, quarterly reviews
Education
MBA -
Keller Graduate School of Management
Tampa, FL2013
Master's Certificate - Project Management
Keller Graduate School of Management
Tampa, FL2011
Bachelor of Science - Finance
University of South Florida
Tampa, FL2003
Certification
- ITIL 4 Leader: Digital & IT Strategy August 2023
- ITIL 4 Strategist: Direct, Plan, Improve March 2023
- SAFe5 Scaled Scrum Product Owner Certified January 2023
- SAFe5 Agilist Leadership November 2022
- SAFe 5 Scaled Scrum Master Certified October 2022
- SAFe 5 Practitioner Certification July 2022
- IT Information Library Foundations Certification (ITILv4) June 2021
Timeline
Assistant Vice President - Global Finance Support
MetLife
03.2020 - Current
Director - Global Finance Support
MetLife
10.2015 - 03.2020
Manager - GFS (Service Management, Training, Continuous Improvement)
MetLife
02.2010 - 09.2015
Supervisor - Global Finance Support
MetLife
07.2005 - 01.2010
MBA -
Keller Graduate School of Management
Master's Certificate - Project Management
Keller Graduate School of Management
Bachelor of Science - Finance
University of South Florida
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