Management Project

Frank A. Marzullo

Philadelphia, PA ***** Home: 215-***-**** Cell: 215-***-**** *************@*****.***

EXECUTIVE PROFILE

Accomplished senior leader with proven and progressive track record in all facets of executive leadership, strategic planning and implementation; transformational change, organizational performance management and instilling operational excellence. Insightful executive capable of influencing other senior leaders to create the consensus needed for the successful adoption of innovative practical strategies that will achieve the goals of the organization. Skilled at transforming these innovative strategies into executable plans and creating the governance structure required to ensure financial discipline, risk mitigation and benefits realization. Has demonstrated success in leading organizations through critical transformations, turned around under-performing operations, implemented cost control initiatives and enhanced operational efficiency through a combination of appropriate resource management, streamlining processes and adjusting workflows.

ü Organizational Restructuring & Integration ü Business Architecture & Operations Management

ü Continuous Improvement Management ü P&L Responsibility

ü Executive Leadership & Operations Excellence ü Change Management

ü Accelerated Revenue & Profitability Growth ü Talent Management

ü Portfolio Management ü Strategy Development & Implementation

PROFESSIONAL EXPERIENCE

AMERICAN BOARD OF INTERNAL MEDICINE, Philadelphia, PA (2013 – Present)

Senior Director, Strategy, Planning, and Optimization

Provided leadership and direction to operations, strategy, and project management initiatives. Drove and integrated process improvements into the organization. Led efforts to centralize project management function and business analysis function. Leveraged business architecture methods to drive strategic planning, projects, and development processes in a waterfall and agile environment. Championed efforts to rebuild and empower the contact center while driving a customer focus into the organization.

Key Achievements:

Pioneered the launch of Portfolio Management Office (PMO) and project scoring methodology while successfully aligning project requests to organizational strategies.

Implemented Microsoft Project Server to support PMO processes.

Developed project intake process and established business case development to ensure clear project scope and business need.

Played a key role in transitioning to an agile SDLC.

Introduced transparent weekly and monthly project reporting that influenced business decision-making.

Implemented integrated business process and rules archives to drive reuse and time to market efficiencies.

Led the execution of Six Sigma LEAN strategy to train and certify 15+ green and black belt resources.

Directed 7 high profile organizational transformative initiatives, created governance structure, and drove estimation of program costs and management of a $10M budget.

Drove turnaround of contact center including department reorganization, standardization of job descriptions, levels, and salaries, talent acquisition, and attrition reduction from 80% to 20%.

Supported customer servicing strategy by successfully driving implementation and adoption of Customer Relationship Management (CRM) system throughout the organization.

BANK OF AMERICA, Philadelphia, PA (2010 – 2013)

Vice President, Global Wholesale Banking, Technology & Operations

Spearheaded the development and evolution of a business architecture discipline across 4 business technology groups (BTG) within the division (Global Commercial, Wealth, Trade, and Risk). Facilitated the Business Process Architecture Forum while promoting the sharing of business process architecture best practices.

Key Achievements:

Designed a model to measure business process architecture maturity for each BTG, which resulted in 2011 architecture roadmaps. Identified areas of leveragability across 4 divisions.

Successfully managed the development and execution of a tactical project plan to support eCommerce and Global Commercial’s model management multi-generational program.

Drove creation of the Inter-Divisional Model Governance Forum to begin formal management of the enterprise’s process reference model. Standardized process reference models between commercial and consumer divisions.

Successfully executed 2012 plan to enhance alignment of business architecture modeling discipline with Service Oriented Architecture (SOA) efforts in IT.

Created methodology to score incoming initiative and sizing requests based on business architecture criteria and driven by reference model process workflows.

WELLS FARGO, Philadelphia, PA (2006 – 2010)

Vice President, Wells Fargo Direct

Oversaw the development of a top-performing team that executed business architecture disciplines. Formulated an operating model with key performance measures. Partnered with IT to develop business architecture-based application scoping, estimation, and development processes while leveraging IBM’s Integrated Framework product.

Key Achievements:

Translated strategic vision to an executable plan while evolving team processes and standards around IFW usage, scoping, modeling, business rules, metrics, and ongoing process model and rules management.

Achieved a 23% reduction in project costs and time to deliver.

Realized up to an 80% reduction in change controls.

Generated a 50% reduction in effort to complete key project deliverables.

Eliminated 44% of cross-channel and product variances.

Identified and avoided $24M in unexpected project expense.

Enabled $16M in technology reuse.

Delivered keynote presentation at 2007 and 2008 at IBM Financial Services Solutions Symposium (FS3).

Served as an active board member with the Industry Models User Group that represented and drove user needs of IBM’s IFW Financial Models.

Garnered recognition for best in class in 2 Forrester case studies.

WACHOVIA, Philadelphia, PA (1996 – 2006)

Vice President – Wachovia Direct Access

Managed the development and production support of the contact center’s servicing platform including requirements, analysis, design, UAT, pilot, and implementations. Led complex call center projects and initiatives. Supported 11 call centers with 4,500 desktops.

Key Achievements:

Established Desktop Design and Integration Team, which included developing team vision, key performance objectives & indicators, service levels, base processes, and key partnerships.

Implemented process to identify cross business development opportunities to maximize benefits and reduce costs, which saved $4M annually.

Directed re-engineering and commonization of 18 high volume servicing processes across WDA business lines.

Managed and drove taxonomy and user interface design of replacement servicing platform to support 12 products and 18 maintenance transactions.

Managed construction and start-up of new call center on schedule and in budget. Interviewed and hired Site Manager and Senior Leader. Managed daily operations of call center until fully staffed at 350 Representatives. Seamlessly transitioned to new Site Manager.

Oversaw closing and work transition of 4 call centers that impacted 400 employees.

Early Career:

Assistant Vice President, Customer Service Department – First Fidelity Bank, Upper Darby, PA

Senior Banking Officer – First Fidelity Bank, Upper Darby, PA

EDUCATION & CREDENTIALS

Bachelor of Business Administration, Management

Saint Bonaventure University, Saint Bonaventure, NY

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