Customer Service Manager

Title:Lee Hecht Harrison

abpho7@r.postjobfree.com

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Name: steve hosley

Address:

City: vienna

State: VA

Zip/Postal Code: 22182

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E-mail: abpho7@r.postjobfree.com

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Background

Most Recent Job Title: SVP & General Manager

Most Recent Employer: AOL

Career Level: Executive (SVP, VP, etc.)

Availability or Timeframe: Within a month

Authorized to work in the US: Yes

Security Clearance:

Do you have transportation: Yes

Over 18: Yes

Education: Bachelors

Languages Spoken:

Job Preferences

Desired Salary: $300,000

Willing to Relocate:

Desired Job Titles:

Desired Job Types:

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Desired Shifts:

Desired Travel:

Category: Accounting, Financial Planning/Services, General Management and Administration

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Copyright c 1997- Lee Hecht Harrison, Inc.

Stephen e. hosley

Vienna, VA I% abpho7@r.postjobfree.com I% 703-***-****

Senior Executive

global shared servicesI%general managerI%OutsourcingI%Global FacilitiesI%supply

chainI%consultingI%FINANCE MANAGEMENTI%Financial SystemsI%M&A Integration

Proven Finance executive with a track record of leading and transforming global shared

services organizations. Sought after thought leader and featured speaker at Financial

Executives International (FEI), Corporate Executives Board, Texas House Government Reforms

Committee and the Hackett group where he received the coveted Thinker award for work in

shared services outsourcing. With impressive strategy and implementation success, has

consistently been awarded increased responsibilities, most recently being, selected by the

CEO to be a General Manager with P&L responsibilities. Led enterprise wide cost reduction

efforts, global shared services, ERP implementations, outsourcing, global facility

consolidations and supply chain reengineering efforts within both Fortune 250 and smaller

companies including: AOL, Applied Materials, KPMG Consulting, Tyson Foods, Ryder Systems,

Crown Cork and Seal, Huls Chemical, Wang Laboratories and McGraw Hill. Combines an

approachable C-level executive presence with, listening, a deliberate and calculated

measured approach, strong communication skills, and a passion for building resilient and

sustainable teams.

Major Accomplishments Index

5 Shared Services designed, implemented and successfully deployed

47% cost savings or $44M in 3yrs

$32M in procurement savings in 2yrs

50% or 2.5Msqft reduction in real estate

Achieved best in class status according to Hackett Benchmarks

$20M annualized savings by consolidating 70 sites into one SSC

13 processes Offshored & Outsourced in 6 months 1st division at TimeWarner

Integrated 10 acquired companies worth over $2Bil

Developed the business plan and led a new business unit realizing an uplift of 20% in

revenue

Sold, led and implemented an SAP implementation for a Fortune 100 company

PROFESSIONAL EXPERIENCE

AOL LLC, Dulles, VA April 2004Jan 2010

Leading Web portal, serving users with an array of news, sports, and information,

including games, music, and video, as well as e-mail, AIM instant messaging, and

interactive services. Its advertising-supported content business, operating through its

Global Web Services arm, includes three core units: Platform-A (digital advertising),

MediaGlow (digital publishing), and AOL Ventures (new projects). Its revenues and

headcount from 2004 to 2010 went from $8Bil and 14,000 to $2.5B and 6,000 respectively.

SVP & General Manager of the Self Service business and Ad Ops

(

Mar 2009 to Jan 2010)

Following operational success in many different support areas was appointed by the CEO to

lead a new strategic division aimed at leveraging our existing self service advertising

solution and making it accessible for small business, in addition to running Ad Operations

for North America, reporting to the President of AOL Advertising.

Established the business plan complete with focus group data, marketing strategy, product

roadmap operations plan and a 5 year financial plan.

Realized a 20% lift in revenue along with a 50% improvement in cycle times.

Quickly determined through operational findings that the product did not adequately fit

small business needs. Recommended a strategy change focused on a new target audience of Ad

Agencies and a more appropriate realignment of the business within Marketing.

stephen e. hosley I% Page Two

SVP, Assistant Controller

financial operations and CorP services (Apr 2006 to Mar 2009)

After successfully establishing AOL s Financial Operations and leading outsourcing

efforts within the CFO organization, was given the added responsibility of global sourcing

and global real estate. Responsible for running an organization of 200+ people, managing a

budget in excess of $150M and sourcing in excess of $1.5B. Services provided: global real

estate, security, food service, document management, sustainability, mail service, crisis

management, travel services and sourcing in addition to the pre-existing Financial

Operations area, reporting to the CFO.

Ignited more than $115M in cost control programs over a 2-year period through closely

negotiated cost-saving agreements ($85M) and partnering with the CFO on cost-containment

projects ($32M).

Transformed Sourcing from transactional deal management to strategic category management

through the deployment of new systems, processes and measurements.

In support of our transition from a member based business to an ad supported business,

eliminated 2.5M square feet or 50% of AOL s real estate footprint while integrating 10 new

acquisitions globally.

VP, Assistant Controller financial operations

(Apr 2004 to Apr 2006)

Reporting to the CFO, joined as the lead change agent to assist the Finance and

Accounting team in transforming the company s infrastructure in support of AOL s turn-a-

round. Responsible for approximately 120 people and a $14M budget within procure to pay,

billing through collections and cash management. After Financial Operations achieved

success and set the example of what was possible, was asked by the CFO to lead an

enterprise wide off shoring initiative to our captive AOL center in Bangalore India.

Defined the strategy and created the Financial Operations area, within the CFO

organization, complete with a service culture, monthly scorecard, and operating principles

of Transformation, Control and Customer.

Offshored and outsources 13 financial processes in 6 months.

Established a culture of improvement and efficiency through outsourcing, policy

refinement, process redesign, system enhancements and a metrics and measurement program,

achieving 47% savings in excess of $44mil cumulatively.

Established an internal control desk to improve the operating controls and improve the

governance and oversight over the organizations processes (15 infractions in 2004 down to

0 in 2006).

Removed 75% of the cycle time out of 75% of the sourcing transactions.

Led the Global Workforce Initiative aimed at optimizing AOL s offshore operations,

achieving the projects targeted $50M savings target by migrating 820 positions to AOL

Bangalore, bringing its total headcount to approx. 1,400.

Applied Materials, Austin, TX Oct 1998Apr 2004

The world s leading supplier of semiconductor capital equipment, Applied Materials, Inc.

provides nanomanufacturing technology solutions for the semiconductor, flat panel display,

solar, and related industries worldwide. As a result of the cyclical semiconductor

industry, annual revenues in 1998 were $10B and over 6 years, would swing to as low as

$4.5B and back up to $8B which demanded an elastic infrastructure to stay profitable.

managing Director global shared services and financial systems

(

Oct 2001 to Apr 2004)

Following the successful deployment of the North America SSC was asked to deploy the NA

service delivery model globally (Europe and Asia) and also lead the Global Financial

Systems Team. Responsible for creating and running a Global Shared Services organization

of 75+ people with a budget in excess of $20million. Services provided within the

organization included; both Finance and HR transactional areas along with Financial

Systems and Process Reengineering. After establishing a track record of success, no longer

needed the air cover of reporting directly to the CFO and was realigned under the Corp.

Controller.

Established and Chaired a Global Shared Services Standards Committee responsible for

setting global Finance and Human Resource standards for 22 process areas in support of

Sarbanes-Oxley 404 and the global deployment of shared services.

Responsible for creating the Global Shared Services strategy and deployment plan which

leveraged Applied Materials sophisticated financial system applications (SAP, APOnline,

EROnline, ERS)

Created our 3yr and 5 yr Financial Systems Roadmap and oversaw its deployment.

stephen e. hosley I% Page Three

Senior Director

North america shared services (Oct 1998 to Oct 2001)

Hired by and reported to the CFO to lead the design and creation of a Shared Services

center. Initially responsible for A/P and Payroll, following several successful

migrations, soon grew the service offering to a full suite of Finance and HR services for

North America.

Implemented improvements such as: internal control desk, evaluated receipt settlement,

T&E SAAS, service level agreements, score carding, Web A/P and a customer service culture.

Drove scale and control enabling the organization to achieve best in class and 1st

quartile performance as measured by Hackett benchmarking.

Positioned the operation to respond to dramatic transactional volume swings of up to 200%

quarter over quarter with scalable technology solutions.

Developed a new acquisition integration roadmap for financial systems and processes.

KPMG Consulting, Stamford, CT Oct 1992 to Oct 1998

World Class Finance - National Practice. Servicing CFO s with industry best practices to

manage the finance and accounting functions of operations and to improve the ability to

measure and analyze operational performance. World Class Finance services are applicable

to areas such as budgeting, planning, decision support, shared services, procurement, cost

management and the integration of financial systems.

senior manager

Reporting to the Partner in Charge, responsible for establishing and driving the North

America Shared Services Solution Center which consisted of defining methodologies,

creating tools, establishing software alliances, ensuring consistent delivery across the

practice, assisting in the sales cycle, and delivery.

Tyson Foods Finance roadmap, SAP FI/CO and Shared Services Implementation Sold and

led a team of 20+ consultants in the delivery of a financial roadmap, business case,

detail design, prototype, build and roll out of SAP FI/CO to 1,800 users. This technology

foundation was a key enabler to the deployment of their SSC.

Crown Cork and Seal European SSC Aided in the design and build of a consolidated

European SSC in Wantage England, in support of the acquisition of Carnaud Metalbox by

Crown Cork and Seal.

Ryder Systems Finance roadmap, Walker Financials and SSC Following the publication of

the finance roadmap and a successful financial system deployment, designed and implemented

the SSC solution in Alpharetta GA. The implementation encompassed site selection, change

management, organizational design, customer service strategy, creation of a call center,

and process redesign. Upon completion, the site housed 500 employees and netted the

company $20M per yr in savings.

Mercedes Benz N.A. Financial Systems implementation KPMG was the system integrator

responsible for deploying the Mercedes Benz proprietary financial system, globally.

Responsible for N.A. deployment.

Huls / MEMC Chemicals Finance roadmap, benchmarking Benchmarked their finance

operations, and defined a 3yr finance roadmap.

McGrawhill, Wellman Inc, Mohawk Carpet, Armstrong Industries Responsible for overseeing

the sales cycle and delivery of Shared Services strategies and solutions from the

solutions center to ensure consistent delivery and the deployment of best practices.

Additional experience includes 5 years at Wang Laboratories in Lowell MA, rising to

Assistant Controller of international manufacturing. Gained invaluable experience in

witnessing a technology leader of $3B in sales and 30,000 employees proceed into

bankruptcy. Responsible for the financial reporting and eventual divestiture of six of

Wang s international manufacturing sites.

EDUCATION

BS

Finance, Merrimack College North Andover MA

MRP APICS Certified

AFFILIATIONS

Board of Trustee for Corporate Voices for Working Families

FEI Committee member for Finance and Information Technology

Board of Advisors with the Exceder Group

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