Management Process Improvement

JOSEPH P. MCTIGHE

**** **** ***** ( Dublin, Ohio 43016

614-***-**** ( **********@*****.***

CLIENT SERVICE DIRECTOR / PROJECT MANAGEMENT DIRECTOR

Strategic project management and operations professional with significant

years of experience spearheading major organizational changes by designing

and implementing robust business solutions and structures to meet client

goals and promote business growth. Visionary strategist, able to assess

current operations to determine optimal process improvement initiatives

aimed at reducing costs, increasing efficiency, and driving service

delivery excellence. Results-driven director, building true support teams

to ensure success. Dynamic leader, motivating top performances while

ensuring team accountability for all processes. Proven track record of

bolstering communications and promoting informed decision making by

instituting and maintaining detailed documentation processes. Areas of

expertise include:

Strategic Management ( Client Service Delivery ( Project

Development/Management ( Change Management

Continuous Improvement ( Incident Management ( Media Delivery ( Workflow

Redesign ( Documentation

Stakeholder Management ( Business Communications ( Relationship Building (

Team Building/Leadership

PROFESSIONAL EXPERIENCE

HPSquared LLC New York, NY . October 2012-Present

Consultant - Partnering with both internal team members and Clients

researching, documenting and creation of data mapping requirements,

Workflow tuning, Process Improvement.

CITI GROUP (formerly BISYS), Columbus, Ohio ( 2002-June 21, 2012,

Responsible for Transfer Agency, Fund Accounting & Multifonds.

Global financial services group, with 200K associates worldwide.

Senior Vice President, Production Assurance (2010-June 21, 2012)

Lead transition of local helpdesk operations in Columbus to offshore Level

1 support team of 35 in India, developing and implementing system alert

protocols and reference guides for troubleshooting, while coordinating all

documentation of network and workflow topology. Build and develop new Level

2 support staff of 6 in Columbus location to ensure full support of

multiple business operations teams. Enforce implementation of SDLC on all

enhancements and new products to minimize premature delivery.

Highlights

. Drove $500K in annual savings via successful transition of support

network from high-cost locations to mid- and lower-cost locations in

Midwest United States and India.

. Built strong offshore structure in India, exceeding target of 70%

resolution of tickets.

. Boosted service delivery across all locations through strategic

implementation of Citi Incident/Problem Management system.

. Implemented and managed all-system outage of incidents, coordinating

effective communications with business partners, client services,

senior management, and clients. Approach enabled quick determination

of root cause and timely execution of corrective actions.

. Introduced initiatives aimed at improving/stabilizing file deliveries

to meet needs of Platinum Clients.

. Generated comprehensive support and detailed documentation of

network/workflow topology for 72 core applications for Transfer

Agency, Fund Accounting and Multifonds.

Senior Vice President, Funds Production Support (2002-2010)

Directed Fund Service Production Support teams in variety of functions

across North American and international business sectors, including fund

accounting, transfer agency, and middle office operations. Led several 24/7

Level 1, 2, and 3 production support teams that encompassed 3K+ daily

JOSEPH P. MCTIGHE . Page 2 .

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inbound/outbound files and overnight batch cycles. Orchestrated

communication of final NAV distribution to all relevant third parties.

Developed strong relationships with vendors to ensure delivery

on all onshore and off-shore services, managing vendor approvals, payments,

and performance reviews. Oversaw planning, testing, and implementation of

all system and application release upgrades. Monitored various production

systems, including Shareholder Voice Response System, Cash Reconciliation,

and 50+ applications and databases aimed at supporting Hedge, Funds

Services, and Middle Office financial reporting needs. Processed domestic

and international reports. Coordinated development and distribution of

electronic and print data for mutual fund shareholders.

CITI GROUP

Senior Vice President, Funds Production Support (continued)

Highlights

. Boosted success of change management processes by instituting strong

documentation and support systems, driving forward major culture

change within business.

. Transferred change management initiatives to all vendors, implementing

proper escalation procedures to ensure all operations remained on line

and continuous.

. Enhanced communications with Premier Clients (including business and

tech partners) in terms of application health, file delivery matrix,

and awareness of upcoming events.

. Improved performance via system-tuning initiatives using MS Project

that involved creation of application health tracking reporting.

Enforced detailed project plans for all changes with full

documentation prior to transfer to production.

. Promoted more effective management of media delivery via MS Project

process improvements with multiple media vendors. Statement delivery

was improved to T+3 (from T+6).

. Streamlined mailing process for monthly shareholder statements while

also reducing costs.

. Created quarterly review of all applications and systems to ensure

proper documentation and updating procedures were implemented and

followed.

BOSTON FINANCIAL DATA SERVICES, Boston, Massachusetts ( 1982-2002

Financial services company, with 4K employees.

Group Manager, Information Center

Managed development and processing of all production applications, both

internally and via third-party vendors, leading team of 5. Oversaw pre-

nightly/nightly TA2000 shareholder record keeping systems. Orchestrated key

process improvements in response to monthly, quarterly, and year-end

reporting. Built and managed internal support teams. Coordinated effective

business communications with owner DST/State Street Bank to support process

improvements. Conducted monthly and weekly meetings with DST and Boston

Financial Data Services management on all process improvement project

statuses. Built and managed support teams to monitor 24-hour lifecycle for

all applications.

Highlights

. Drove creation of applications that enabled business and client ad-hoc

reporting tools.

. Delivered key process improvements, including conversion from tapes to

DASD for improved processing, support team enhancements, and

implementation of more effective escalation procedures.

. Instituted highly effective reporting system to ensure monthly

reporting deadlines was met.

. Coordinated management of all tech aspects of initiatives with Boston

Financial Data Services and owner DST. Also created and implemented

daily communication health checks with management and stakeholders.

. Introduced quarterly investor summits to improve monthly delivery of

all shareholder statements.

. Implemented TA2000 data warehouse for both BF end users and 17 remote

clients nationwide.

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. Reduced internal costs by creating paper-free environment.

. Achieved multiple internal awards, including Employer of the Quarter

and Best Team Lead for Process Improvement. Also was acknowledged for

accomplishments regarding Y2K and implementation of ad-hoc reporting tools.

Career note: Additional professional experience with Boston Financial Data

Services includes Technical Support Manger, Technical Support

Representative, Senior Computer Operator, and Computer Operator, Federated

Division. Details available on request.

TECHNICAL SKILLS

SDLC ( MS Project

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