Operations Manager / AVP / Payment Services Support
Resume:
NICK WALKENHORST
Fairfield Township, Ohio
513-***-**** ****************@*****.***
BUSINESS ANALYST OPERATIONS MANAGER
Knowledgeable business analyst and operations manager with extensive experience implementing data-driven processes and systems that improve company visibility, performance, and profitability.
Advanced expertise spanning financial, operations, and technical leadership, with specialized expertise in electronic banking.
Demonstrated skill overseeing cross-technical, cross-functional projects and teams leading comprehensive upgrades, installations and rollouts of enterprise-wide systems.
In-depth expertise in Six Sigma process improvements and Agile development best practices.
AREAS OF EXPERTISE
Operations Management Project / Program Management Process & Procedure Implementation
Efficiency Enhancement Cost Control Business System Analysis Business Process Improvement Agile Project Management Six Sigma Finance & Accounting Management Data Analysis
Technical Integrations, Upgrades, & Rollouts Technical Documentation Systems Analysis
Systems Administration & Reporting Performance Metrics Electronic Banking & Payment Processing
Vendor Management Process Re-Engineering Risk Management Team Training & Leadership
PROFESSIONAL EXPERIENCE
PNC FINANCIAL SERVICES, Miamisburg, Ohio 2009-Present
Banking and financial services company with approximately 50,000 employees.
Operations Manager / Assistant Vice President 2016-Present: Oversee 12-person team responsible for cash reconcilement, monetary research, non-sufficient funds reversals, process automation, and exception reporting for 5 cash operation departments. Coordinate over $100 million in daily cash transaction reconciliations. Support enterprise risk management scenarios and teams; lead operational risk and SOX control testing, reporting, and remediation strategy. Contribute to system access management and certification; monitor performance of 3rd-party suppliers by tracking SLA agreements and comprehensive scorecards; lead supplier review meetings and plan remedial activity when required. Negotiate supplier contracts, extensions, and statements of work. Serve as SharePoint Administrator for 5 monetary and cash operations departments.
Implemented risk control self-assessment training framework department-wide.
Successfully completed Six Sigma certification program, driving internal competency in Six Sigma best practices.
Developed goals, biannual performance reviews, and development plans for each member of 12-person team, ensuring strong team competence, morale, and engagement.
Coordinated highly complex RFP process to select back-up lockbox supplier; developed scoring elements matrix resulting in selection of appropriate vendor.
Negotiated 18% transaction cost reduction with online electronic payment aggregator vendors, securing significant savings.
Led initiative to convert 700,000 home equity loans from 3 foreign systems into single system; served as lead monetary and cash operations point of contact for data conversion, testing, and mapping.
Loan Support Analyst / Team Lead / Supervisor 2009-2016: Led 3-person team in overseeing constant flow of transaction files from external payment processing vendors. Cultivated supplier relationships; led monthly conference calls. Monitored key performance indicators and developed supplier scorecards. Maintained, developed and tested process automation scripting across 4 departments. Ensured compliance of query requests with federal guidelines and internal standards.
NICK WALKENHORST Page 2-513-***-**** ****************@*****.***
PNC FINANCIAL SERVICES, Loan Support Analyst / Team Lead / Supervisor, Continued…
Served as SharePoint Administrator across 5 departments; developed, organized, stored, and managed access to system libraries and information.
Established more than 40 procedures to satisfy requirements from regulating bodies including Office of the Comptroller of the Currency and Consumer Financial Protection Bureau.
Grew small population of regular queries to over 70 per day during tenure.
Nominated for President’s Award for outstanding performance; chosen to serve in management-level position when manager retired.
OHM SYSTEMS, INC., Woodlawn, Ohio 2008-2009
Manufacturer of MRP / ERP software for mattress manufacturing industry, with 15 employees.
Application Technical Customer Support Specialist: Served as 1st line of technical support for customer issues regarding MRP / ERP software, networks, hardware, EDI, and operating systems. Coordinated installation and upgrade of software; trained end users with regard to modules, features, and functionality. Tested and documented system upgrades and enhancements.
Played key leadership role in developing, testing, and implementing California quarterly DE6 Wage and Withholding Report as key software functionality.
Coordinated large-scale installation of new client software within 53 days, achieving record-breaking completion time from contract signing to go-live.
CENTURY MOTORS, INC., Montgomery, Ohio 2003-2008
Company overseeing Honda, Volkswagen, and Acura car dealerships, with over 150 employees.
Internet Manager & Process Improvement Manager: Managed online lead database and oversaw cultivation and follow-up of leads while ensuring optimal functionality of all computer systems including hardware, software, peripherals, and wireless network. Developed custom queries; resolved technical issues.
Championed and validated Honda’s Exceeding Customer Expectation Levels for Life (EXCELL) quality initiative based on ISO 9000, ISO 14000, and Six Sigma standards; passed stringent annual assessments for 4 consecutive years.
Developed 13 complex Visio process flow diagrams defining operations within sales, service and parts departments, improving efficiency and capacity.
Introduced key process improvements that raised customer satisfaction 24%.
EDUCATION
Bachelor of Business Administration: Information Systems
Minor: Management in a Changing Environment
University of Cincinnati, Cincinnati, Ohio
CERTIFICATION
Lean Six Sigma Yellow Belt
PROFESSIONAL DEVELOPMENT
Agile Project Management Training
TECHNICAL SKILLS
Microsoft Office: Word, Excel, Visio, PowerPoint Hyperion BRIO SharePoint
Donnell Systems’ Online Computer Information Exchange Daptiv ServiceNow
Black Knight Financial Services: Passport, Director, Mortgage Servicing Package
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