Franklin Scott Harter

**** ******* ******* ****, ******, AL 35226 - 205-***-**** – add17s@r.postjobfree.com;

Multifaceted Senior Manager, Director, Program, Technology, & Business Transformation Professional

High-impact resource who excels in both IT and business transformation capacities, developing strategies that prioritize and advance enterprise objectives in diverse industries. A resource that leads on a foundation of operational excellence, dynamic culture, and continuous IT improvement. A valued practitioner with the ability to strategize, design and deliver scalable results. Areas of specialty include Program Management, PMO management, process excellence, engagement/relationship management and business transformation.

Program Management

Global Team Management

Budgeting/Forecasting

Problem Resolution

Environmental Support

Client Engagement

Client Delivery

Business Development

Business Transformation

PROFESSIONAL EXPERIENCE

Co-op Financial Services (Contract) 11/2018 – 04/2020

A nationwide Credit Union Network supporting CU members with leading ATM, digital payment, security, data center and marketing services.

Enterprise Program Manager

CCPA Compliance: Planned and executed the California Consumer Privacy Act program. This included Web Forms for consumer submissions, Monitoring, Updated Privacy Statements, Employee Training and bringing in Third Party contracts with CCPA requirements. Program was tested and live prior to regulatory deadline.

O365 Program: Planned and executed the migration of 1900 plus users and infrastructure from 3 legacy Active Directory Domains and 13 sub-domains into one Corporate Active Directory Domain. This program laid the groundwork for Co-op’s Office365 Cloud Migration program. Planned and executed the rollout of SharePoint as part of the Office 365 program to 1900 users within the organization. This included Governance policies and procedures along with departmental roll out plan. Planned and executed the Exchange Data migrations in to an on prem environment.

SLK America 02/2017-04/2018

SLK Software is a global technology and consulting firm to Fortune 500 companies. With deep domain expertise across the entire value chain, SLK works on every major technology including Business Intelligence, Big Data, AI and IoT. Technology-driven business process transformation consultant partnering with financial services, insurance & card/payment enterprises; helmed 3 concurrent roles as a key member of the Birmingham account team.

Client Engagement Manager; Delivery Center Manager; Business Development Executive

Held a multi-faceted leadership role with SLK. Became a vital thought leader to executive decisions, policy creation, and clear business/technology roadmap designs to optimize business development, service delivery, and Regions client engagement activities. Hired and developed high quality talent with 360 responsibility for proposals, service agreements, and service delivery excellence. Held accountability for 30 onshore and 100 offshore resources.

Established Birmingham Delivery Center: This included lease negotiation, construction/plant finalization, technology integration, branding/marketing/opening event planning, and client/stakeholder presentations (delivery center public relations).

Catapulted YOY revenue growth 45% with an industry-leading business penetration increase of 29% through tactical and solutions-driven business development efforts with Regions.

Enabled Global Delivery at Regions (onshore, offshore, nearshore) made possible extension of delivery and support hours for Regions Technology.

TD Bank (Contract) 10/2014– 02/2017

NTT Data Consulting: Global IT consulting & business process optimization firm; engaged 2x to deploy programs for TD Bank.

Senior Program Manager

TD Cards and Merchant Solutions PMO; 70 matrixed reports with $1M Project Capitalization

Strengthened governance standards and workstreams (demand, resource, availability), developed and integrated end-to-end testing strategy across both business and technology lines that reduced end to end testing cycles. Analyzed poor audit performance, mitigated audit issues, coordinated response, and successfully resolved all audit findings.

Created program budgets ($1M to 3M), developed funding requests, and streamlined monthly forecast reporting.

TD Bank Compliance/Mortgage: 7 Work Streams; 100 + matrixed reports with $5M Project Capitalization

Deployed the Dodd Frank Integrated Disclosures program within Compliance Department encompassing workstreams and applications on an expedited timeline. Acted as representative for TD Bank in meetings with the Consumer Protection Financial Bureau.

Met all disclosure deployments ahead of regulatory deadline involving 7 workstreams and supervision of 26 group leads, 5 technology partners, 4 application deployments, and 100+ matrixed staff.

Developed Dodd Frank Program Office policies for regulator process, controls, testing, and introduced requirements traceability metrics for business and technology requirements that streamlined defect reporting.

Cahaba GBA (Contract) 05/2014—10/2014

Cahaba GBA is a Medicare Administrative Contractor for the Centers for Medicare & Medicaid Services (CMS) in AL, GA & TN.

Senior Program Manager

Enterprise program office: 50 matrixed reports; $500K - $1M Project Capitalization

Partnered with Enterprise Program Office, JP Morgan, and Citibank to build capacity and support a newly awarded Medicare J contract; introduced new PM methodology, process upgrades, and workstreams to deliver rapid change management.

Analyzed all business areas, developed goals, set short and long-term KPIs, monitored progress, identified, and rectified resource capability gaps for both technology and lines of business, utilization review program staging. fulfilled all requirements on time and budget.

Home Care CRM (Contract) 01/2014—05/2014 Home Care CRM was a Premier growth partner to post-acute providers; purchased by Opis Management Resources.

Senior Program Manager – Business Transformation Consultant

Engaged with dual focus to transform business performance, improve valuation, and attractively position company for acquisition and serve as Senior Project Manager integrating CRM healthcare applications for assigned clients.

Led full-lifecycle project management from requirements gathering through on-site client system customization; led comprehensive change management that synergized efforts and paved the way for acquisition.

TekLink’s 02/2013—12/2013

Teklinks was a Nationally recognized full-stack IT managed solutions provider; purchased by C-Spire.

Director of Implementations

Brought on board to lead 3 Project Managers in the timely implementation of Managed and Cloud (SaaS) services for entire client base; aligned internally managed systems/services with best-practice methodologies and ISO9000 quality standards.

Completed 20 successful implementations in close collaboration with engineering and network teams to exceed client expectations with high-touch integration, service, and support.

Wipro Consulting Services 09/2011 – 02/2013

Wipro is an $8 billion global information technology, consulting, and outsourcing company with 170,000+ employees serving clients in 175+ cities across 6 continents.

Senior Consulting Manager – Business Transformation

Citibank: Global Client Engagement & Service Delivery; 100 + Matrixed Reports; $2M - $5M Project Capitalization

Transformed Citibank’s Cards and Mortgage divisions into capable and service-centric business partners by integrating global engagement, service delivery, and business development initiatives focused on improving lifetime customer value.

Pioneered 1st global operational model (North America, Latin America, Europe, Asia); integrated global governance support, process flows, adoption metrics, and led associated conversion to Oracle eBusiness application suite.

Improved profitability 10% YOY and enhanced competitive advantage through tactical business development efforts; installed pragmatic and effective service delivery solutions that spiked client satisfaction metrics by 7%.

Veterans Administration 08/2007– 09/2011

Operated within the VA’s IT division, the National Service Desk in Tuscaloosa serving nationwide users.

Senior Program Manager

Key executive leader tasked with establishing enterprise-level PMO processes and methodologies for the National Service Desk; reached beyond infrastructure to deliver high-impact initiatives encompassing program, portfolio, and reporting processes.

Built PMO governance from the ground up; integrated ITIL-based processes and change management protocol, established a Process Improvement Committee, and implemented BMC Remedy Tool that reduced wait times by 5%.

Outperformed aggressive timeline and budget targets to successfully overhaul national service desk performance.

AmSouth/Regions Bank 11/2004 – 08/2007

$125B financial services organization and regional provider of wealth management, mortgage & insurance services.

Officer- Senior Program Manager

Operations and Technology Program Management. 40 + Matrixed Reports; $9M Project Capitalization

Designed leading-edge operational processes and systems architecture with significant IT and business unit strategic planning impact; managed multi-million-dollar project portfolio ($9M average capitalization) for ATM and eBusiness verticals. Participated in M&A program planning and execution.

Partnered with Regions to integrate programs after merger; directed successful conversion of ATMs, Regions.com, Online Banking Statements, Bill Payment Warehouse, and Home Equity Dealer Track Upgrade.

Developed annual strategy for ATM line of business encompassing operational and technology plans and delivered comprehensive 2004/2005 ATM Windows Platform replacement/upgrade initiative.

Foundational Work Experience:

Senior Program Manager, Colonial Bank, 2002-2004

PMO Manager; EPL Inc. 2001-2002

AVP Program Manager; SouthTrust Bank 1993-2001

EDUCATION

Birmingham Southern College 1985-1989

Bachelor of Business Administration- Finance Degree

• Kappa Alpha Order Fraternity

University of South Alabama

Banking School

1999-2000

Associates - Banking

CERTIFICATIONS & TRAINING

PMI -Project Management Professional (PMP)

ITIL Certifications:

Foundations Version 2

Combined: Change, Configuration & Release Management Practitioner

ITIL Training:

Service Level Management

Process Improvement Cycles

AGILE:

SCRUMstudy: Scrum Fundamentals Certified

LinkedIn: Scrum Advanced

LinkedIn: Scrum the Basics

COMMUNITY& PROFESSIONAL AFFILIATIONS

First United Methodist Chancel Choir

Bluff Park United Methodist Youth Group Volunteer

Birmingham Southern Alumni Association

Kappa Alpha Order Alumni Chapter

PMI Chapter Birmingham, Alabama

AWARDS

Lifetime Achievement – SouthTrust Bank

FOCUS AREAS AND KEY SKILLS:

Consultancy

Client Advisory

Strategy Design & Alignment

Business Transformation

Client Engagement & Delivery (Onshore-Offshore)

Business Development

Benefit Realization

Infrastructure Rollout and Integration

Quality Assurance

Crisis Management

Environment Support

Global Team Management

Program/Project

PMO framework, governance & methodology development, reporting

ITIL, RUP, Agile, Waterfall Methodologies

Governance Frameworks

Process Maturity Model Roadmaps, Process Excellence - CMMI

Forecasting/Budget Oversight

Full Life Cycle Program Management

Business/System Analysis & Requirements

Testing

Managing Geographically Disbursed Teams

M&A Program Management (SouthTrust, AmSouth, Regions)

Industries

Financial Services, Banking

Consultancy/Advisory

Government

Healthcare

Software Development

Managed Services

Regulatory Compliance

Client Engagement Consultancy

Functional

Loan (Alscom, Unifi, Fiserv)

Regulatory (CRA Wiz)

Support (nCino, FIS)

Internet (Corillian)

QA (Mercury, Compuware, Selenium)

CRM (SalesForce, Capture)

Jira, Oracle Financial ERP Suite, Archer,

Active Directory

Cloud Integration – Identity Management

Program Data Analytics

Office 365, MS Teams

MS Project

Clarity, Planview

BMC Remedy SaaS Suite

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