Mark A. Sutherland

St. Clair, MI ***** • ad3ibi@r.postjobfree.com • 762-***-**** • linkedin.com/in/markasutherland67

Strategic Operations Leader

Operations Management Project Management Continuous Improvement Staff Development

Accomplished, results-driven leader with a history of success in relationship management and operations leadership.

Over 15 years’ experience in managing large corporate clients. (Comcast, Capital One, Wells Fargo, Bank of America etc. Established track record of providing visionary strategic and tactical direction to guide the successful development of product and service offerings, as well as operational and technological capabilities, to support revenue and profitability growth. Proven ability to establish organizations; institute operating philosophies and practices; allocate resources; and drive change. Demonstrated capacity for leveraging technology to automate business processes, bolster service delivery, reduce costs and achieve greater efficiency. Articulate individual adept in creating rapport and cultivating relationships with Fortune 500 companies and highly visible organizations across a broad range of industries.

Strategic Planning

Organizational Design & Development

Client Services & Relationship Management

Technology Implementation

PCI Audit & SOC 1 Compliance

Team Building, Training & Mentoring

Lean & Six Sigma Initiatives

Large-Scale Project Management

Fiscal Oversight & Finance Reporting

Cost Containment & Internal Controls

PROFESSIONAL EXPERIENCE

Private Consultant: 2020 - Present

Working with industry leading companies in Treasury Management Operations: Specializing in electronic/paper payments, utilizing Lean Sigma principles.

U.S. Bank 2011 – 2019

Promoted to increasingly responsible senior-level operations management roles, for this leading provider of payment processing services to major financial services, telecommunications and utility companies.

Western/Midwest Lockbox Vice President, National Retail Lockbox Vice President – Denver, CO, 2012 – 2018

Collaborated with division leadership to formulate a clear strategic direction for Wholesale and Retail Lockbox operations. Managed nine lockbox operational centers encompassing an $18M annualized budget.

Responsible for 20M payments and $60M+ in monthly revenue with 574 employees.

Standardized operational processes utilizing Lean Sigma to reduce costs and improve productivity and quality.

Reduced costs by 12% through strategic planning and improved execution.

Provided executive oversight for on-boarding of several large corporate accounts.

Worked with Product Management and Sales to develop revenue growth strategy.

Drove KPI improvement achieving a 6% increase in overall quality and a 10% improvement in productivity.

Platform Implementation Manager – Various Locations, 2011 – 2011

Facilitated US Bank in achieving one-platform solution verses multi-platform across network.

First Data Corporation 2004 – 2011

Site Director – Columbus, GA, 2006 – 2011

Led all operational functions for check processing, account services and check disbursement operating centers (employing 225, processing 12 million+ payment and check transactions and generating $20M in revenue). Managed operating center P&L and drafted business plans and capital-spending requests.

Worked with site team to drive improvement in business processes and performance metrics.

Organized large-scale change initiatives and onboarding of new clients

Partnered with Sales to cultivate long-term client relationships and capitalize on emerging opportunities.

Mark Sutherland Page Two

Site Director – First Data Corporation, Continued

Introduced technology and Six Sigma tools and processes to eliminate waste and redundant processes.

Achieved a 15% year-on-year operating cost reduction ($3.5M) in 2006.

Managed an internal audit and review program including SAS70, PCI, Reg AB testing and internal audits.

Site Director – Langhorne, PA, 2004 – 2006

Managed a 5mm item lockbox processing center, covering 63 clients. Responsible for site P&L management and an operating budget in excess of $5M annually. Site employed 130 with a non-exempt staff of four.

Wachovia National Bank (Formerly First Union / CoreStates) 1995 – 2004

Manager, Retail Lockbox – Charlotte, NC, 2002 – 2004

Managed first and third shift lockbox operations. Implemented unit cost knowledge and allocation to effectively lead the site training and implementation of performance measurements such as unit cost, float, and productivity models.

Project Manager- Regional Lockbox Administrator – Philadelphia, PA, 2000 – 2002

Managed a $52M dollar budget for Atlantic region of Cash Management Operations four separate sites. Maintained performance metrics for Northern Region including unit cost, float, quality, volume trending.

ServiCenter Site Certification Sr. Analyst – Charlotte, NC, 1999 – 2000

Selected by Sr. Management to be on a task force of seven to evaluate site best practices (wholesale and retail lockbox). Traveled to all 16 site locations throughout the year to emphasize best practices around expense reduction, process improvement and career development.

Additional Experience at Wachovia: Sr. Analyst, Process Analyst, and Team Leader, Adjustments

MILITARY EXPERIENCE

US Coast Guard • Petty Officer, Crew Leader • Honorable Discharge

EDUCATION & CERTIFICATIONS

Lean Six Sigma Certification – Villanova University

Pre-Law & Political Science – Western Michigan University

PROFESSIONAL ASSOCIATIONS & AWARDS

The Association for Work Process Improvement (TAWPI)

Multiple US Bank Shield Awards for Customer Satisfaction and Employee Engagement

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