Management Customer Service
Resume:
James Jacobs
Verona, NJ 07044
******.***@*****.***
201-***-**** (M)
Financial Services Management Consultant - Operations Executive Infinity Management Consulting August 2016 to the
present
Managing Director
Rejoined Infinity after leaving Genpact. A deeper view into Infinity is detailed just below. Genpact
Consulting/Client Relationship Lead January 2015 to July 2016 Capital Markets
The role was to develop relationships within capital markets, positioning us to offer our clients the most appropriate business solutions for their most pressing business problems. Leveraged technology and analytics solutions, Lean Six Sigma, reengineering and outsourcing. Project implementation capability was a required capability. Skills
• Program, project management
• Operational and technological
solutions
• Operations Management
• Leverage operational, consulting skills
• Strategy through implementation
• Reengineering and cost reduction
• Lean Six Sigma
• High client satisfaction feedback
• Client relationship management
• Cross industry consultant
• Business development
• Customer relationship
management
Experience
Accomplishments
• Led projects across verticals
generating cost savings for our clients
of over $350 mm.
• Led programs and projects across
industries such as financial services,
pharmaceuticals and market data
services.
• Designed, developed and implemented
a Eurobond dealing system creating a
more controlled process from trade
through clearing at a lower cost.
• Developed new “C” level relationships.
• Reduced commodities costs for a major
credit card company of $400 mm.
• Through changing a customer services
organization from being product driven to
customer driven, greatly improved our
client’s customer satisfaction multiple
times higher than prior.
• Led project across Europe to engage
Euroclear cash management to change
major currency availability. Savings across
banks were well into the millions.
• Covered 18 different accounts including the NYSE, Schwab and asset managers.
• Established first ever “C” level relationships with various accounts.
• Sold an array of products including asset management platforms, regulatory solutions, product and operational reengineering, outsourcing services for both operations and technology and procurement solutions.
Infinity Management Consulting April 2009 to January 2015 Managing Director
Management consultant primarily focused in the financial services vertical with expertise in program management, project management, cost reduction, re-engineering, operational strategy and implementation. Role was more strategy through implementation versus one or the other. Focused mainly on financial services, with additional engagements with healthcare providers, global banks and market data services providers.
• Assisted a major insurance company as project manager of Remittances and Payments Reengineering. Led the team in developing a new operating strategy, leveraging Lean Six Sigma and technological proficiencies. Drove savings of over $5mm in concert with a 35% reduction in volume.
• Worked with one of the leading global names in capital markets focused on cost reduction in technology and telecommunications. Saved the client $7mm in the first year.
• Worked with one of the largest global banks in developing the operating strategy for their budgeting and accounting group, speeding up the ability to access information and reduce costs by $800m.
PricewaterhouseCoopers Consulting/ IBM June 1997 – April 2009 Note: PwCC was acquired by IBM. Position remained functionally the same. Managing Director
NYC, NY
Responsible for client management, project delivery, and business development in the financial services industry covering all verticals. Managed strategy and operational projects for top names in banking, credit cards, insurance, market data services and pharmaceuticals.
All clients were Fortune 500’s.
• Reengineered customer service operations for a major credit card company driving savings of $28mm and providing a major boost to the company’s clients as shown through customer satisfaction surveys.
• In market data services, I led the consulting relationship with Bloomberg, LLP. After 18 months of building trust, we were sole sourced a project, reengineering US operations. This was a $14mm project for PwCC that drove major improvements in data flows, data accuracy, speed of information to the end user and reducing operating costs over $6mm.
• For a major credit card company, I ran the program management office driving savings of $80mm in the first year. The following year we drove further savings of
$200mm.
• During a 2-year period exceeded sales of $30mm through new client relationships developed by myself and my team.
• Developed a rolling sales pipeline of $5-7mm per year.
• Acquired a new pharmaceutical client through a senior relationship at the company. Functioned as the program lead across the relationship saving over $40mm in operating costs over 2 years driven by 4 projects using Lean Six Sigma. Operations Management
Prior to my management-consulting career, I was a senior operations manager in various financial services companies leading a diverse set of products and projects.
• Citibank – headed up all banking operations in Chicago for the international bank. This included the full range of banking products inclusive of trade finance, exchange trading, letters of credit, loans and the utility banking products.
• First National Bank of Chicago – functioned in three major roles.
• Head of Global Treasury Operations – managing the operations and settlement of foreign exchange, domestic and foreign securities.
• Head of Europe and South America for International Audit.
• Head of Investment Banking Operations for the bank.
• Salomon Brothers – operations head supporting the trading desks covering funding, Eurobond trading, UK Equities, and fixed income products in trade settlement.
• Redesigned funding operations for the European theater, driving changes to Euroclear’s availability of funds in the major currencies driving savings for Salomon in the millions (unquantifiable) while driving Euroclear to change their operations. This not only benefitted Salomon Brothers, but all the US and major global banks.
• Led team resurrecting UK Equities trading and operations that could have cost Salomon Brothers it’s license to operate in the UK Equities market. I drove the project that gained the green light from the London Stock Exchange and the auditors, Arthur Anderson.
• American Express – roles were in the card business and American Express Bank.
• In the card division, I was on the COO’s staff tasked with developing operational strategies designed to reduce operating costs and improve customer satisfaction. Designed and executed the project that drove Amex’s switch from being product to customer driven. Single point of contact.
• Operating Head for Amex Bank for the US. The operation supported all banking products and inclusive of trade finance, trading, asset management and lending products. The department was approximately 300 staff. MBA, from New York University.
BS, from New York University.
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