Timothy Tierney
East Greenwich,RI
Summary
A dedicated continuous improvement professional with a passion for driving cultural change through all levels of an organization by empowering colleagues to problem solve and design solutions to address business needs. 22 Years financial services professional working in a variety of business lines including, call centers, operations, Home and auto Lending origination and servicing, and Insurance claims and underwriting. Strengths include coaching and influencing colleagues at all levels of the business, strong interpersonal skills, understanding business needs, and a wealth of experience working in a variety of operational business lines.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Change Agent Consultant
The Hartford
09.2017 - Current
- Supported "The Hartford Way" implementation on multiple deployments within Claims, Middle and Large Commercial and specialty Underwriting and Operations
- Spearheaded continuous improvement initiatives, applying Lean principles to identify waste and optimize operations.
- Responsibilities include coaching and mentoring new Change Agents, and business leaders through diagnostic, design and implementation of "The Hartford Way" management system, facilitating design of metrics dashboards, building and delivering training modules, creating gallery walk decks to make case for change, and supporting enterprise wide continuous improvement initiatives
- 90% of coached colleagues received scores of greater than 85% competency on their post deployment scores
- Coached Lean Six Sigma yellow belt candidates through project charter to final approval
PEX Change Lead, Director
UBS
10.2016 - 09.2017
- Key responsibilities include leading a change team through a value stream optimization project focusing on our finance month end close process, with a project scope of ~300 FTE across 10 plus sites onshore and offshore
- Managed the multiyear project through the diagnostic phase to define the current state of the business while identifying areas of opportunity for improvement through traditional means and robotic process automation.
Business Improvement Consultant
Citizens Financial Group
06.2015 - 10.2016
- Key responsibilities include working with business line leaders and project teams to solve existing business problems by identifying improvement opportunities, designing new ways of working and implementing solutions
- Managed a portfolio of multiple projects including building a staffing model for our equity processing team, leading an end to end review of the bank’s signature requirements from account opening through closure and working with our mortgage appraisal group to understand what’s driving late payments to our vendors
- Partnered with our Auto loan processing team to successfully implement an imaging solution by identifying efficiency opportunities, standardizing training and building coaching routines to onboard colleagues quicker
- Represented the bank on a bank wide operations transformation program, led by PWC
- The goal of the initiative was to optimize staffing levels, identify process improvement opportunities, and identify redundancies in the operation
- The initiative met financial and operational goals.
Lean Leader, Vice President
Citizens Financial Group
10.2013 - 06.2015
- Led deployment teams in diagnosing, designing and implementing a lean management system in their businesses
- Coach Lean tools and techniques to colleagues at all levels of the organization to empower them to drive sustainable cultural change in their business
- Led a 5 month deployment in Citizens Direct Auto Finance Operations with 16% capacity creation and a 14% productivity increase across the credit and processing teams
- Completed a 7 month deployment in a mortgage processing shop with measured increases in productivity (20%), Colleague engagement scores (7%), and Customer survey scores (10%).
Sr. Lean Change Agent, Assistant Vice President
Citizens Financial Group
11.2011 - 10.2013
- Trained employees from front line to executive level in Lean methodologies, fostering a culture of continuous improvement.
- Recognize business needs and work with business line colleagues to design solutions utilizing lean tools and methodologies
- Worked on 5 lean deployments in varying business lines including Money Room/Currency Operations, Collections, Human Resources Shared Services, Commercial Client Services, and Anti-Money Laundering Operations
- Highlights include a 25% increase in productivity in foreign currency operations, reducing 20% incoming call volume in Human Resources call center
- Cultural change highlights include increasing Colleague Engagement scores on all projects I worked on (Avg. 11% increase)
Lean Change Agent, Assistant Vice President
Citizens Financial Group
02.2011 - 11.2011
- McKinsey and Company trained Change Agent utilizing their 5 lens approach to diagnosing, designing, and implementing a lean management system
- Worked on 2 projects as a Change Agent, the Citizens Wire Room call center, and Citizens Mortgage Servicing
- Highlights include reducing Average Handle Time in Wire telephony team(16 FTE) by 17% while also implementing 2.5 FTE worth of new call volume.
Quality and Operations Manager
Citizens Bank Colleague Assist Line
12.2004 - 07.2011
- Responsibilities included managing all aspects of quality and risk management, call routing, forecasting, and staffing for a multi-site internal bank call center consisting of approximately 175 FTE
- Planning and implementation manager – Responsible for growing call center service offerings through the integration of operations teams call volume
- We successfully integrated 7 autonomous back office help desks into the call center to build a one stop shop for bank colleagues to improve their experience, and reduce cost to the bank
- Managed department Continuous Improvement activities including overseeing the Work-Out program and participating on department wide Lean Six Sigma Black belt and Green belt projects.
Education
Bachelor’s Degree in Political Science -
College of Arts and Sciences, University of Rhode Island
05.2001
Skills
- Lean principles
- Process Analysis
- Continuous improvement strategies
- Value stream optimization
- Quality management
- Waste reduction
- Robotic Process Automation (RPA)
- Design thinking
Certification
- Accredited Senior Lean Change Agent – LCS Level 2A, implementation and design. Accredited by Royal Bank of Scotland Group Lean Practice and Cardiff University, Cardiff United Kingdom
- Business Process Management (BPM) certificate, Bryant University – March 2015
- Project Management certificate, Bryant University – July 2015
Timeline
Change Agent Consultant
The Hartford
09.2017 - Current
PEX Change Lead, Director
UBS
10.2016 - 09.2017
Business Improvement Consultant
Citizens Financial Group
06.2015 - 10.2016
Lean Leader, Vice President
Citizens Financial Group
10.2013 - 06.2015
Sr. Lean Change Agent, Assistant Vice President
Citizens Financial Group
11.2011 - 10.2013
Lean Change Agent, Assistant Vice President
Citizens Financial Group
02.2011 - 11.2011
Quality and Operations Manager
Citizens Bank Colleague Assist Line
12.2004 - 07.2011
Bachelor’s Degree in Political Science -
College of Arts and Sciences, University of Rhode Island
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