Senior VIce President, Operations

Cortland W. Norman

Highlands Ranch, CO

303-***-**** *********@***.***

Senior Vice President - Operations

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, accounting 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

Western Union/First Data Corporation, United States, Costa Rica and

Lithuania 2004-2014

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)

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.

Cortland W. Norman 303-***-****

P. 2

Western Union/First Data Corporation (Continued)

. 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 ROC's 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.

. 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.

Cortland W. Norman 303-***-****

P. 3

Additional Experience

Western Union, Texas, St. Louis, New Jersey

Progressive roles in Operations, Accounting, Six Sigma and Internal Audit

LEADERSHIP ROLES and CORPORATE SOCIAL RESPONSIBILITY

Director Roles:

Children First of the Rockies, Director (2014 - Present)

Western Union Foundation Lithuania, Director (2013 - 2014)

American Lithuania Business Council, Director (2013 - 2014)

Corporate Social Responsibility:

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

Contact this candidate