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Business Analyst Lean Six Sigma Project Management

Middletown, Ohio, United States
May 19, 2017

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Norm Lau

**** *** **

Liberty Township, OH *****



Project Management ● Enterprise-wide Process Improvement ● New Product Integration

Pragmatic business professional with outstanding experience in high volume process-dependent transaction industries. Taps into extensive experience and judgment reservoir to plan and accomplish goals in dynamic business environments. Translates Line of Business Leader expectations into easily understood and deployed cross-functional business requirements to meet project and deadline objectives. Builds and maintains excellent working relationships with internal and external teams.


GE Global Operations 6/2015 - 10/2016

Process Leader (6/2015 - 10/2016)

Managed implementation and post implementation efforts in global rollout of automated payment solutions utilizing Ocular Character Recognition (OCR) impacting all GE supplier processes world wide. Collaborated in GE “Hyper Care” model to ensure projected benefits are realized. Drove process improvement initiatives accordingly

●Global Operations Initiatives

●Partnered with Global Leaders in GE Region structure for VOC in build and implementation supporting Ocular Character Recognition solution in process

●Operations Management - Saudi Arabia

●Process Improvement - Budapest, Hungary: GE Lighting

●Hold Queue Process Improvement - GE Wide impact: partner with all GE Regions to drive down volume and ID root cause - in process

●Six Sigma/Lean: GE Water and Power - Assigned and delivered key metrics and process improvement to business - Control phase in process (DMAIC)

Fifth Third Bank, Cincinnati, OH 4/2010 - 11/2014

Process Improvement Analyst – Assistant Vice President, Black Belt (11/2013 - 11/2014)

Drove Process Optimization efforts across the Consumer Bank utilizing Lean Six Sigma methodology in meeting Operational Excellence, Customer Experience and Employee Engagement goals

●Collector Productivity

●Identified the optimal staffing model, dialer schedule and process to maximize Collections Right Party Contact resulting in cost avoidance of $684,000 allowing for an 18 FTE redeployment for CFPB needs.

● Co-led efforts in identifying Off Shore capacity opportunities resulting in a 13 FTE reduction and cost avoidance of $403,000

●Led Proof of Concept efforts with OpenSpan to decrease collector Average Handle Time. Reduction in “clicks” resulted in an approximate 35% decrease in overall handle time for Use Cases identified

●Responsible for documenting/tracking each Collector Productivity initiative within internal Project Opportunity Database which tracked Project Summary, Project Sponsor, Level of Effort, Key Milestones, Current Status, and Financial Impact. Data captured shared with Sr Leadership via monthly project updates from the Process Improvement Team

●Mortgage Fulfillment Transformation

●Ongoing monthly delivery of the MFT dashboard with KPI’s to trend performance of the Direct and Retail Channels’ Turn Time, CE, Financial and Operational metrics for Purchase and Refinance loans

●Drove efforts to finalize the end to end process mapping of Mortgage Fulfillments current and future state

●Led Direct Fulfillment SME team in streamlining the Clear to Close checklist for Proof of Concept implementation contributing to the overall reduction in Post Closing errors

●Systar Business Activity Monitoring Dashboard Solution - Agile methodology: Development to Implementation

●Managed the development and implementation of Systars dashboard tool in Direct and Retail Mortgage Fulfillment

●Coordinated with Line of Business leaders, IT and the Systar development team in documenting Project Charter (Project Summary, Business Case, Scope, Project Team, Risks, Key Milestones), AR (Appropriations Request for Project Funding including Cost Benefit Analysis) detailed Business Requirements, UAT Scenarios, Project Plan and Issues Log for post implementation project tracking as well as training and procedure documents

●Ongoing efforts consists of bi-weekly Systar Committee meetings to drive adoption, Closing Dashboard implementation and best practice sessions with Collections /Default as well as QC and Private Banking

●Responsible for managing to the agreed upon monthly Professional Services budget as outlined in the contract addendum

Consumer Business Analyst (4/2010 – 11/2013)

Managed Collections (including Default and Loss Mitigation) project implementations following standard EPMO methodology including the PIP process, Charter development, Business Requirements gathering/ documentation including functional requirements (Use Cases) and technical requirements, UAT planning, and production support as needed.

●CFPB Initiative - Led team in GAP Analysis exercise to ensure the Consumer Bank Default/Loss Mitigation units met specific CFPB requirements

●Led efforts in gathering and documenting Business/ Functional/Technical requirements

●Led team in identifying solutions to close GAPs

●Applied PM rigor in meeting CFPB requirements/deadlines

●Led weekly report out to Sr leadership as to CFPB status

●Met all CFPB requirements prior to stated deadline

●Led efforts in improving the Outside Collections Agency on-boarding process (OSP) for Recovery reducing vendor on boarding from upwards of 3 months to ~45 days

●Developed Outside Collection Agency (OCA) reporting of implemented and in process vendors for Sr Leadership

●Identified and set expectations with Outside Service Provider (OSP) stakeholders to ensure timely execution of the OSP process

●Efforts ensured a full pipeline for the Collections Champion/Challenger strategy within Recovery

●Led the NextJob pilot program for Loss Mitigation

●Coordinated with the NextJob team and 5/3 LOB stakeholders in the timely and successful execution of the OSP process (Outside Service Provider)

●Led the project team in execution of the NextJob pilot program including documentation of detailed Business Requirements gathering, Project Plan and Resource Allocation process for handling NextJob inquiries and customer solicitation efforts. Efforts led to the implementation of NextJob across the Consumer Bank

●Ensured Foreclosure Attorney Firms met OSP recertification efforts based off of 2011 Federal Reserve Examination. Dispositioned 67 FCL Attorney firms by partnering with LOB leaders, the Enterprise Risk Management team, Sourcing leaders, EPMO resources and the Vendor teams in question

GENERAL ELECTRIC, Kettering, OH 1991 - 2009

Fraud Strategy Manager (2008 – 2009)

Mitigated consumer fraud and decreased fraud loss dollars for assigned Private Label and Dual Card (Visa/MC) clients within GE Money Retail Consumer Finance portfolio. Accomplished measurable improvements to current fraud strategies.

●Avoided projected $1.1MM annual loss with full client integration by implementing fraud strategy process improvement

● Netted 21% decrease in loss exposure at point of acquisitions

●Reduced consumer exposure to Identity Theft by identifying process improvement opportunities for Common Point of Purchase (CPP) fraud initiative

●Owned resolution of client specific requests regarding Consumer and Dual Card (Visa/MC) fraud rates

●Participated and led client 11/2014 presentations of GE Money fraud initiatives outlining current initiatives to reduce overall fraud rates and subsequent losses

Collections New Product Integration Manager (2004 – 2008)

Managed Integrated Private Label and Dual Card (Visa/MC) collections products and initiatives across Domestic and Global Collections Call Centers. Successfully led numerous cross-functional and external vendor teams.

●Achieved projected annual benefit of $1MM through EFT take-out and increased productivity by developing and implementing web collections platform for Wal*Mart credit card portfolio

●Completed Project Requirements and sourcing for vendor of choice through RFP (Request for Proposal) process

●Created detailed Integration Plan that addressed website design, decision rules, e-commerce construction, system and production testing, User Acceptance Testing (UAT) and reporting

●Facilitated discussions with Legal, Sourcing and GE leaders in pricing and final contract negotiations

●Led the Collections Debt Cancellation initiative which increased revenues by consistently exceeding business goals of 80% Offer Rate and 4.5% Response Rate by delivering 89% Offer Rate and 8% Response Rate (average.

●Piloted Debt Cancellation product within Collections channel

●Guided cross-functional team through Business Requirements, UAT and implementation including training and reporting. Tracked performance throughout pilot for final recommendation to Sr Leadership

●Managed the GE Money Home Loan cross sell initiative which grew sales volume by $80MM in the first year by launching Home Loan cross-sell opportunities within Collectiob ns channel

●Facilitated creation of Business and IT Requirements, Key Milestone, and Training. Initiative implemented in both Domestic and Global collections call centers

●Improved Collections Cross Sell productivity over 70% (Key Metric Performance: Warm Transfer Rate to Loan Specialist) within our India Collections Call Center by developing and implementing a formal Performance Review processes

Six Sigma Black Belt (GE Certified) (2001 – 2004)

Led Six Sigma DMAIC and DMADV initiatives through cross-functional process improvement teams. Accomplished measurable process improvements to reduce expenses, generate revenue and implement new business platforms

●Ensured efficient business flow valued at $36MM with 0 defects over 6 month period by developing and implementing Convenience Check printing and processing platform for GE Money Dual Card (Visa/MC) Program

●Directed teams in completing Build Requirements as well as developing Integration, Test and Control Plans

●Developed and implemented Electronic Balance Transfer platform for GE Money Dual Card (Visa/MC) Program.

●Led teams to complete Build Requirements as well as develop and document Integration, Test and Control Plans

●Platform handed off as best practice for future GE Money client implementations

●Avoided first year costs of $3.6MM by reducing Average Handle Time across Domestic GE Money call centers. Guided Process Improvement team through DMAIC process including Project Tracking and formal DMAIC documentation

●Avoided first year losses of $1.9MM by leading Process Improvement team in enhancement of GE Moneys IVR (Interactive Voice Response). Guided team through DMAIC process including Project Tracking and formal DMAIC documentation

●Coached 13 front line managers to achieve Green Belt certification (within required time). Key stages included: completing GB class, utilizing DMAIC process in implementing project, as well as passing final exam

Customer Service Manager/Project Manager (1998 – 2001)

Managed and coached 25 frontline Call Center associates to consistently meet and exceed contractually defined Service Level Agreements

●Managed four Service Quality Specialists to achieve and exceed key Call Quality metrics

●Acted as Site Quality manager for service excellence and first call resolution

●Managed temporary workforce vendors to support staffing needs during seasonal call volume spikes

Previous Roles: Quality Specialist, Risk Management Specialist, Customer Service/Collections Representative


Certified Six Sigma Black Belt, GE


Online Compliance Certifications: Anti Money Laundering, Bank Secrecy Act, Equal Credit Opportunity Act,

Fair Credit Reporting Act, Credit Card Regulations, Office of Foreign Asset Control,

Unfair or Deceptive Acts or Practices and PCI Compliance (Payment Card Industry)

Six Sigma Certification Training, DMADV, DMAIC, LEAN, CAP

Project Management, GE

Presentation Skills

Influencing Skills


Bachelor of Science: Communication Arts

University of Cincinnati


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