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Customer Service, Accounting, Finance, Strategy, Planning, Leadership

Miami, Florida, United States
August 31, 2017

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Cortland W. Norman

Miami, FL 303-***-****


Strategic International Planning and Management, Finance and Accounting

• Deeply respected, passionate, and influential leader known for developing and driving significant short and long-term global change initiatives to improve operations, client support, and financial reporting.

• Identifies and accelerates new operational models, bringing expertise planning and establishing global operations centers in Europe and Central America to improve business performance and capabilities.

• Leverages strong six sigma, operations, accounting, and finance expertise, supporting internal and external business partners while leading transformation project success.

• Maintains “Customer at the Heart” of every action to drive success in business continuity while transitioning strategic workflow, business practices and staffing to new locations, yielding customer service results, multi-million-dollar cost savings and productivity gains.

• Committed to local community development and corporate social responsibility in the US and abroad. PROFESSIONAL EXPERIENCE

Aztec Exchange, SVP, Global Operations and Client Management 2016-2017 Led Global Operations for Aztec Exchange’s Invoice Early Payment programs in Europe, Latin America, and North America. This entails the development of and taking action on key strategic initiatives to drive customer and financial growth for the business:

• Building team to meet Company strategic and commercial objectives through onboarding high volumes of new customers; achieve customer onboarding volume targets

• Implemented customer-facing programs to best service their needs

• Owning the success and quality metrics agreed with customers and partners that underpin operational and financial performance; driving improvements through process development and innovation

• Collecting and reporting on performance data, actively contributing to performance improvement Re-Source America, LLC, Managing Director 2014-2016 Deep experience in serving the comprehensive needs of businesses in the development of their Business Process Management and Shared Service strategies, driving successful planning and execution of shared service delivery models; service level and performance metric reporting and related process improvement and efficiency initiatives; as well as sustainable employee engagement and development programs. Western Union/First Data Corporation, United States, Costa Rica and Lithuania 1989-2014 SENIOR VICE PRESIDENT, Regional Operating Centers (ROC), Costa Rica/Lithuania (2012 – 2014) VICE PRESIDENT, ROC Operations, United States, Costa Rica/Lithuania (2007 – 2012) VICE PRESIDENT, Accounting, United States (2006 to 2007) VICE PRESIDENT, Finance, United States (2004 to 2006) VICE PRESIDENT, Financial Operations and Six Sigma (1997 to 2004) ESCALATING ROLES in Internal Audit, Accounting, and Operations (1989 to 1997) Cortland W. Norman 303-***-**** P. 2

Western Union/First Data Corporation (Continued)

Led international operational planning and implementation in progressive executive roles developing new global operating approaches to drive positive business outcomes, leveraging strong finance and accounting domain expertise.

Managed and implemented change initiatives during corporate restructurings, improving operations models, revenue, and profit results, while mitigating business and financial risks.

• Oversaw a budget of $2B, supporting CIO’s P&L leadership, focusing on reducing cost structure and exploring new investment possibilities, controlling $2B budget planning and spend during restructuring.

• Transitioned 500+ employees in Global Settlement Accounting/Operations, Accounts Payable, and Procurement, during corporate reorganization with no disruption to customer and agent networks.

Set up all AP and procurement processes and system applications for the new Western Union, ensuring a $3B buying power after restructuring was maintained for ongoing savings.

Ensured no interruption in daily $250 million financial settlement with agent network.

• Led team of 20 professionals in partnering with Chief Information and Technology Offices to drive significant cost reductions through purchase/upgrade of FDC company systems and applications.

• Transitioned back-office processing from high-cost to low-cost centers driving operational cost savings by $90M-$100M cumulatively and sustaining an annual 10% agent base increase and 3-4% revenue growth, while controlling an annual combined $50 million operating center budget.

• Led and directed integration of Procure-to-Pay and Financial Settlement systems and processes for acquired businesses

• Owned change management process and results, aligning new offshored operations with existing corporate core values and priorities, ensuring “customer first” focus was reinforced at every stage of business start-up and job transition.

Developed and executed operational models which ensured business continuity and mitigated customer service interruptions in off-shored facilities.

Created and implemented detailed processes and procedures, documenting and refining practices during local training; new employees quickly acclimated to roles with step-by-step direction.

Communicated constantly, progressing dialog with 6 direct reports and more than 2,000 employees across two new global centers to achieve operational and customer services goals. Led geographic expansion establishing regional operating centers in two countries, transforming processing capabilities and improving operational reporting, transparency and financial results.

• Directed research teams in assessing economic, business, and political landscapes of more than 40 countries, led business case development and due diligence and formulated location and operating model recommendations, securing management buy-in to establish new Regional Operating Centers (ROCs) in Costa Rica and Lithuania.

• Established the operating model for new centers and implemented on-time and on-budget back-office processing operational transition with no disruption to ongoing daily operations or the customer network, comprised of more than 500,000 agent partners.

• Initiated in-country vendor outsourcing evaluations to maximize operating model efficiencies and cost savings; developed third-party Master Services Agreement to drive profit and productivity. Cortland W. Norman 303-***-**** P. 3

• Named Site Leader of the Lithuania Operating Center from 2010 to 2012. Provided day-to-day operational guidance and frameworks for recruiting, onboarding, training and transitioning new management and staff; scaled operating centers quickly, moving and staffing 2000+ positions in 5-years.

• Ensured operational performance met plan, driving sound financial management and reporting transparency for internal partners and external customers by developing metrics, reporting structures and dialogs for performance improvement at new operations centers.

• Created foundational set of operational “Key Priorities”, established agreements with internal businesses on key services provided, coupled with monthly scorecards to track results and drive improvement actions (i.e., Service Focus Model), and initiated Process Based Costing for Operating Centers. Built internal and external relationships, aligning operations with local, regional and global corporate visions to further education opportunity, economic development and business growth.

• Built in-country partnering relationships in Lithuania and Costa Rica to secure office locations and staff to meet start-up timing and operating center build-out requirements and objectives.

• Committed to local community development and corporate social responsibility, establishing and funding a new Western Union Foundation in Lithuania. Raised approximately $200k, through employee contributions and corporate matching, and completed 5 disbursements of $125k.

• Served as one of 3 directors, owning accountability and support to the Foundations’ educational opportunity, economic development, and financial inclusion initiatives and generating funding for disbursement.


Roles in Internal Audit and Accounting

LEADERSHIP ROLES and CORPORATE SOCIAL RESPONSIBILITY Children First of the Rockies, Director (2014 - 2016) Western Union Foundation Lithuania, Director (2013 – 2014) American Lithuania Business Council, Director (2013 – 2014) Western Union Foundation Activities, United States, Costa Rica, and Lithuania (1997 – 2014) EDUCATION AND CERTIFICATIONS

BBA, Accounting, University of Iowa, Iowa City, Iowa CPA Certification PROFESSIONAL DEVELOPMENT

Executive Mentoring/Coaching, Western Union

Executive Leadership Programs, Wharton Business School Six Sigma Training, TBM Consulting Group

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