JOSEPH F. RICCARDO

Exton, Pa

Phone 484-***-****

Email adhmm5@r.postjobfree.com

PROFILE

Innovative and successful financial services executive with an established record of achieving exceptional business results across diverse functional areas. Accomplished business leader well versed in leading and fostering cohesive cross functional teams, building collaboration among diverse groups, and creating a learning organization. Expertise in cultivating excellent internal and external business relationships. Solid ability to interface with a Board of Directors.

Specialties:

Executive Management Strategic Planning/Facilitation Alliance/Relationship Management

Business Service Management Product/Project Management Process Engineering/Reengineering

Organization Change Management Business Startup Strategy Leadership / Mentorship

Financial / Data Management Board Member Relationships Information Tech and Services/ITIL Digital Transformation Strategy Business Culture Transformation Core and Fintech Solutions

PROFESSIONAL EXPERIENCE

People First Federal Credit Union October 2018 - Present

Senior Vice President/CIO

People First is a 730-million-dollar community-chartered credit union located in the Lehigh Valley Pa.

Provided authentic leadership and mentoring to 8 technology resources. Provided strong oversight to core application processing (Corelation ©), core application development, distributed products, information and network security, network and datacom, disaster recovery, service management (ITIL), project and portfolio management, process improvement (Lean Six Sigma), strategic planning, technology innovation and digital transformation. Additionally, responsible for regulatory compliance related to typical CISO roles.

Positioned the CIO office as a strong trusted business leader and partner within the Credit Union and guided the unit to be a leader in innovative solutions focused on digital efficiencies with laser focus on the strategic objectives of the credit union. Began transitioning Information Technology into a profit center, driving customer value streams, improving agility, setting a learning culture, and establishing comprehensive security and privacy systems. The foundation of the approach was built around three guiding principles that positioned the CIO role and the IST unit to be adaptive, anticipatory, and aligned towards the success and long-term growth of the credit union.

Led, influenced, and designed digital transformation strategies focused on efficiencies and the effectiveness of such.

Influenced the measurement of success through execution, improved innovation abilities and consistent involvement in collaborative strategic discussions.

Designed a scalable technology infrastructure and foundation to support a remote agile workforce by implementing a dependable Virtual Private and Wireless Network environment that resulted in the execution of critical mitigation strategies during the 2020 Pandemic challenges.

Implemented SD-WAN network management and the Secure Works ISensor © and Red Cloak © security monitoring systems that resulted in providing advanced and flexible technology solutions focused on strengthening the overall network security infrastructure.

Realigned the Information Technology group into 3 groups, system services, application services and core processing services resulting in a foundation to build efficient and effective solutions for each business unit.

Introduced and cultivated a learning culture within the credit union through transparency and sharing of knowledge and the right alignment of roles and responsibilities among the business units and owners.

Created a PMO methodology to effectively manage the project portfolios and capacity management requirements year over year resulting in organized and transparent initiatives that completed with realistic timeframes.

Introduced Smartsheet aimed at supporting centralized project management initiatives and team collaboration objectives.

Introduced real time self-service reporting/dashboards with RePortal© that resulted in open and transparent data focused on providing data management decision opportunities for the business leaders to make quick accurate decisions.

Introduced Cloud, data, analytics and AI methods to set the foundation for how a modern credit union enterprise needs to operate and worked on obtaining the business unit leadership buy in to elevate the technology stack to the forefront of credit union operations.

Introduced the process by which all technologies would be assessed for Cloud opportunities, thus resulting in cost containment, redundancy, and increased efficiencies.

Instituted Sysaid © ITIL tool to support the learning culture shift and to provide best in class service management Key Performance indicators aimed at increasing knowledge of the CU staff and providing transparency on root cause analysis.

Provided product and project leadership to the Branch Kiosk project from beginning to end and provided direction on the API development with DaLand © CUSO from the Core system resulting in project execution efficiencies.

Re-engineered the Vendor Management program to include due diligence traceability, vendor performance monitoring focus on continuous review of contracts aimed at total cost of ownership and value to the credit union.

Reduced Information Technology expenses by 45% and reinvested in areas where short comings were identified.

Initiated and completed 33 major projects in the first 14 months of holding the position.

Restructured the Information Security process and procedures and the Vendor Management process resulting in a strong comprehensive regulatory compliant practice.

Instituted a lean six sigma/process improvement program designed to provide continuous improvement resulting in the elimination manual tasks.

As part of the senior management business continuity team, provided strong technical, business, and innovative leadership during the Covid19 Pandemic.

FinTech Consulting, LLC 6/2016 - Present

Founder and CEO

Our company provides services related to technology product assessments, professional services, managed services, strategic planning, and management consulting related to credit union business and cultural transformation.

Member Support Services, LLC

Chief Executive Officer April 2017 – October 2018

Member Support Services, LLC (Shared Services CUSO) supports the back office operational needs of its shareholder credit unions, representing $843 million in assets and 88,206 members. The objective of the CUSO is to create operational efficiencies in core processing, information technology services, delinquency and collections, support services, loan origination and servicing, purchasing, and contracting and other areas. The three credit union shareholders are: Aspire Federal Credit Union, Credit Union of New Jersey, and United Teletech Financial Federal Credit Union. Upon joining the CUSO as CEO in April of 2017, I led the effort to strengthen the strategic planning process, create the mission and vision statements, clarify the value proposition model, and reinvigorate the service delivery model within each business unit.

I began cultivating a learning organization by shifting the corporate culture to emphasize service delivery, teamwork, bidirectional communication, employee development, and employee empowerment. This change resulted in positioning the CUSO to align to the business objectives and market opportunities of the credit unions.

Reported to the Board of Directors of the CUSO.

Designed and facilitated annual strategic forum through execution.

Facilitated the annual stakeholder meetings with the MSS CUSO Board, the credit union owners board of directors and senior managers to provide thought provoking discussion and present results of the growth of the CUSO.

Responsible for growing the business, responsible for a 4-million-dollar budget.

Reduced cost to produce services from original baseline by 15% in the 16 months.

Led the re-engineering of the Collections business unit resulting in an overall improvement in meeting SLA metrics and provided a solid foundation to deliver better than expected results.

Established a Project Management Office resulting in a disciplined approach to managing projects, portfolios, capacity capabilities and credit union project work streams.

Chaired the Transition Leader group and led the business case creation relative to the transition and startup of all lending activities, origination, and servicing to the CUSO, resulting in a target on time rollout in Q1 of 2018.

Directed the Collections and Loan Origination platform transitions focused on building efficiencies.

Built the business infrastructure to support the business units resulting in better execution, accountability, and efficiencies.

Directed collaborative engagements with the credit union partners focused on standardization practices and processes that resulted in efficiency gains and cost reduction.

Introduced service costing method based on activity drivers that resulted in a consistent measurement of cost between the partners.

Introduced and re-engineered an innovative practice to Information Technology support via managed services and ITIL disciplines that improved service and business relationships between the partners.

Represented the credit union owners in various capacities relative to contract negotiation and management.

Negotiated the office relocation from the small startup office to a larger office conducive to our business unit’s needs.

Led all large due diligence and contract negotiations for the CUSO partners as a collective unit resulting in large cost savings and enhanced the return on investment.

Responsible for all product and vendor contract relationships through contract negotiations.

Represented the CUSO at trade shows.

Aspire Federal Credit Union, Clark, NJ. 5/2014-4/2017

Chief Technology Innovation Officer/PMO Executive

Aspire Federal Credit Union provides financial services to members in the northeast region of the country. The credit union is one of three credit unions that make up the Member Support Services, LLC CUSO. The credit union service and business operate on a purely digital technology platform.

Member of the Aspire Credit Union executive team.

Member of the Aspire ALCO.

Developed a strategic information technology plan that focused on disruptive innovation and disruptive competition awareness that resulted in increased market leadership by the credit union.

Led the innovation, design, and development of a new rewards-based checking account by utilizing the open API of the core processor and a Fintech company resulting in a 20% increase in memberships and a net savings of $100,000 annually. Increased exchange fee income by 25% in the first 18 months.

Instituted an executive business presence in the Technology, Innovation and Integration, Application Services, ITIL/ITSM, process re-engineering and Information Cyber Security areas of the business and aligned business strategy to the projects that introduced application modernization.

Instituted a service focused Information Technology culture using ITIL and ITSM components as a foundation to managing root cause incidents and change management.

Led re-engineering of the Credit Union Data Center resulting in a strong but simple, and secure technology infrastructure and restructured the Business Continuity plan to support the risk management areas of the financial institution.

Directed the Cyber Security planning development and created the Credit Union’s first Technology Committee resulting in positive alignment with regulatory guidance and improvement reaching a level of Exceeding Industry Standards.

Chairman of the Business Technology optimization committee. Led the planning and execution of the credit union’s digital transformation strategies resulting in cost saving efficiencies.

Led re-engineering of the data center in preparation for relocation to offsite facility managed by the MSS CUSO resulting in a high performing, compliant center of technology.

Formulated the ASPIRE Group, a process reengineering, product and service innovation and standards board resulting in a 25% increase in operational efficiencies and continuous improvement disciplines.

Created a Project Management Office resulting in the governance and management of the project portfolio through a well-designed agile/kanban methodology.

Developed the collaborative project methodology and infrastructure and led the project teams in the multi- million-dollar Corelation© Core Processor enterprise system upgrade and key member facing channel products resulting in a successful effective program for staff to execute upon.

Led the startup of the digital banking channel group within the nonconventional Information Technology department to support strategic initiatives aligned to the digital business model.

Executive consultant for the Member Support Services CUSO credit unions, providing in depth understanding in establishing Project Management Office methodologies to support successful enterprise system upgrades and the internal project portfolio.

Member of the Member Support Service CUSO steering committee, advisory group and technology committee responsible for guidance and leadership in support of the startup LLC and of strategic initiatives year over year.

Responsible for all product and vendor contract relationships through contract negotiations.

Negotiated digital, Fintech and core partnership agreements that resulted in a net savings of over $500,000 for the credit union.

Mentor for future leaders of the Credit Union, providing direction on execution of strategic initiatives and leadership.

Automated Financial Systems (AFS), Exton, Pa. 11/2013-05/2014

Program Manager-Project Manager

AFS is the global leader in commercial lending solutions. With nearly 40 years of experience, a track record of reliable execution and a legacy of excellence, we partner with the world's top banks to build lending processes based on a straight-through model and on-demand technology services.

Led start-up of the groups Project Management Office (PMO) and ITIL/ITSM infrastructure and process resulting in organized delivery of services to multi-billion-dollar commercial banks.

Led the System Services project management for billion-dollar bank conversions and developed work breakdown structures that focused on accurate timeline delivery and high client satisfaction results.

Developed and deployed a progressive Information Technology and Services portfolio and project management methodologies, processes, and tools resulting in exceeded expectations from clients.

Responsible for management, execution of technology and product group initiatives, project deliveries, and customer projects and initiatives consistent with the organization’s objectives.

Accountable for ensuring deployments met established scope, deliverables, budgets, and timelines.

Provide financial cost/revenue models of individual programs culminating in the roll up to an enterprise view.

Developed and deployed a progressive Information Technology and Services portfolio and project management methodologies, processes, and tools resulting in exceeded expectations from clients.

Monitored overall Information Technology & Services project portfolio versus expectations, prepare status reports, lead global reviews, and ensure management, clients and others are informed of project or program status and related issues. Monitor and audit compliance to update costs and benefits.

Created resource capacity planning model, used to forecast resource capacity capabilities in a rolling 12-month cycle resulting in an improvement in productivity and resource procurement management.

Optimized change control processes that resulted in improved collaboration and efficiencies enterprise wide.

Next Step International, Inc. 2012 – 2013

Next Step is one of the financial industry’s most trusted and specialized consulting firms. The company provides hands-on project/program management, platform search and negotiation leadership to help growing commercial banks, community savings banks and credit unions successfully accomplish their high-risk technology projects.

Senior Consultant

Provide guidance and program management oversight in the search and implementation of core systems as well as teller/platform systems, contact center automation, online and mobile banking solutions, payment systems, loan origination solutions, general ledger systems, and key ancillary channel products.

Provide process re-engineering analysis and implementation of industry best practices aligned with a balanced scorecard approach in strategy.

Reduced member and customer impact by conducting readiness assessments for banks and credit unions with assets size ranging over 2 billion dollars, thus resulting in successful core and ancillary product rollouts.

Managed risk by presenting findings in the readiness assessment to C-Level executives to facilitate action plans to address any significant risk.

Fiserv Credit Union Solutions. King of Prussia, Pa. (2000 - 2001 and 2002 - 2012)

Product Line Executive - Advantage Product Line 2010 - 2012

Advantage is one of seven core processing solutions for Credit Unions within the Fiserv Credit Union Solutions Division. Provided executive leadership to operational, account management and product and service-related areas including sales support to account managers for the $10 million product line.

Turned around revenue declines by focusing on sales of add-on products such as ATM (EFT) services, remote deposit capture, card processing services, ALM products and accounting application support. Improved P&L performance by cutting costs without impact to the business.

Increased sales of add-on product and integration services that contributed to the business segment achieving 110% of quota and secured recurring revenue by signing nearly a quarter of the client base to extended term agreements.

Added multiple best practices and re-engineered the procedures within the product line operations that resulted in an increase in client satisfaction and controlled or reduced costs.

Established a client focused approach to building the strategic product development portfolio by including core product enhancements and refreshing the home banking product that resulted in a 25% increase in revenue, increased client satisfaction and net promoter scores by 15%.

Implemented a client support program that targeted key areas of need relative to product maintenance which increased application effectiveness and client satisfaction, resulting in additional sales commitments.

Developed a twelve-point client partnership plan presented to C-level client stakeholders that demonstrated Fiserv's commitment to the product line direction which resulted in an increase in client satisfaction by 15%.

Formulated and executed an organized approach to launching the Advantage Next Gen teller and loan origination product suite for each client that resulted in a client acceptance rate of over 50% in the first six months.

Led the Advantage product line to become the first business unit in Fiserv's Credit Union Division to achieve PCI-DSS (Payment Card Industry Data Security Standard) compliance.

Project Management Office Executive 2010 – 2012

Start up and led division level Project Management Office, process improvement and software configuration teams for four credit union solution product lines, Advantage, CUBE, Datasafe and Galaxy (Mid to Large market segment).

Designed and institutionalized the Project Management Office charter aligned to the strategy of four division product lines that resulted in a significant improvement in defining projects managed within the segment.

Managed the product portfolio through the stage/gate process that resulted in maximizing resource forecasting and completing projects on time and under budget for $100+ million product portfolio.

Re-engineered the planning of release schedules aligned with the long-range plan and the project portfolio that resulted in a significant increase in client satisfaction and software quality.

Established a cross functional workforce plan discipline for over 300 controlled resources that resulted in a positive increase in on time project delivery and cost containment.

Provided executive sponsorship to the quality management group (SEPG) in support of CMMI level 3 – process improvement practice by tying corporate quality initiative goals to the groups and individual goals that improved quality.

Executive sponsor for strategic programs such as commercial loan/DDA servicing, remote deposit capture, mobile and payment integration that secured revenue projections quotas year over year.

Provided executive sponsorship to the Clarity PPM © tool adoption project that resulted in successful on target rollout of the tool.

Vice President – Product and Software Development

Advantage and Datasafe Product Line 2005 – 2010

Directed all software development, quality assurance, product development, product and vendor management, business analysts, client services and data center operations groups. I was accountable for all financial/budgeting, operational and customer service responsibility.

Transformed the business culture from a vertical to a matrix organization by assembling diverse groups and individuals then developed them into a collaborative team working towards a common goal.

Represented Advantage as a member of the Group Technology Partnership Council (GTPC) a group focused on sharing ideas, innovation, and strategy within the Credit Union Division.

Executive member of the division Accelerated Collaboration Team (ACT) leading strategic product management and innovation that resulted in the rollout the Fiserv remote deposit capture product.

Managed a multi-million-dollar teller and loan origination architectural migration project on time and under budget.

Lead innovator and contributor in the development of the business plan, integration, and management of the product direction of an enterprise audio response solution (Converge IT) that resulted in a multi-million-dollar corporate initiative.

Directed product management initiatives focusing on program support, business case/pro-forma financial analysis creation of Fiserv overlay target development resulting in a significant increase in add on sales.

Established the project management office and program management infrastructure focused on service excellence that resulted consistent on time project delivery and improved client satisfaction net promoter scores.

Directed all major product line product development project and growth initiatives that consistently produced year over year increases in recurring revenue and improved base customer retention.

Led a client focused product development methodology that produced new product and service offerings resulting in positive client satisfaction and base retention.

Improved software application annual release rates by 40% as compared to prior years while simultaneously reducing client reported software non-conformance issues to single digits.

Director of Professional Services - Advantage Product Line 2002 – 2005

Executed the start-up and led the Professional Services Group with a service excellence focus and Project Management Office foundation. I managed product consultants, project/program managers, education specialists, programmers and information technology and service groups. Focus was on effective and efficient product implementation, conversions, and enterprise program management.

Transformed the business culture from a vertical to a matrix organization by assembling diverse groups and individuals. Developed the group into a collaborative team working towards a common goal resulting in high client net promoter scores.

Turned around negative client satisfaction net promoter scores by developing a strategy map and established a balanced scorecard framework to track performance of strategic objectives that resulted in a significant increase in sales.

Established and executed various best practice methodologies resulting in a two-year, 200% increase in client satisfaction ratings and triple digit professional service revenue growth between 2002 and 2005.

Directed a multi-million-dollar professional services project portfolio resulting in a 400% increase in 3rd quarter 2002 profits.

Increased completed projects by 20% and revenue performance by 75% compared to 2002 and increased project closings by 100% and improved one-time revenue rates by 200% compared to 2003.

Worked closely with account management and sales relative to product delivery strategy and business development that resulted in an increase is new and retained sales opportunities.

Established financial/business models and adopted the Vertabase project management tool that measured production capabilities and net operating margin in all professional service group areas resulting in improved delivery efficiencies and reduced cost overruns.

Student Finance Corporation, Delaware

Senior Business Analyst – Loan Origination and Servicing 2002 - 2002

Position eliminated as a result of the state bank regulators ordered shutdown.

Xyquad, Inc. St. Louis, Missouri

Sales Engineer/Business Development 2001 - 2002

Xyquad, Inc. is a premier provider of Branch Automation Software. Marketed and sold sophisticated Branch Automation software across the U.S. Called on C-level executives in areas of bank operations and technology. Major accounts included mid and large market community banks.

Fiserv Credit Union Solutions, King of Prussia, Pennsylvania 2000 - 2001

Manager of Technical Support - Advantage Product Line

Managed department budgets, and the development time tracking call center reports, call volume reports, and staffing models. Led process re-engineering of the support department call center resulting in the reduction in the call abandoned rate by 80% from 36% to 7% in 30 days.

Malvern Federal Savings Bank, Paoli, Pennsylvania 1977 - 2000

Mutual Community Savings and Loan in Chester County, Pa.

Grew from a three branch $70 million institution to six branches and approximately $300 million institution during my employment during which I held 3 major positions.

Chief Operations Officer-COO 1992 - 1999

Led all strategic branch and department operation initiatives through the development of the strategic plans and facilitated the strategic planning sessions year over year.

Vice President of Technology-CIO 1986 - 2000

Led all technology, product development and implementation strategy through the development of the strategic plans and business cases and facilitated the strategic planning sessions year over year.

Controller, Assistant Chief Financial Officer 1977 - 1992

Responsible for financial statement preparation, budgeting, and investment services.

Responsible for all regulatory, ALM/ALCO management and monitoring and Office of Thrift Supervision (OTS) reporting. Led multi-million-dollar balance sheet restructuring focused on secondary market loan sales resulting in returning the thrift to profitability.

Led all core processing initiatives.

EDUCATION / PROFESSIONAL ENGAGEMENTS

BS in Accounting, Kings College, Wilkes-Barre, PA

Dale Carnegie - Effective communications and human relations certification

Businesses: FinTech Consulting/Advisors, LLC – President and CEO - Est. 2016 to present

A Credit Union focused consulting group.

Awards: Certificate of Achievement – PowerStart Onboarding - Satisfactory completion of the Newly Placed Leader Program, July 2017

Speaking engagements:

1.NJ Credit Union League – Core system workshop – March 2017 – October 2017

2.Corelation © Client Conference – Guest Speaker 2015(Conversion Best Practice) and 2017 (API Integration/Innovation)

3.CUBroadcast interview – Member Support Services CUSO May 2017

https://www.cubroadcast.com/episodes/corelation-interviews-member-support-services-joe-riccardo-provides-update-on-unique-cuso

4.CUBroadcast interview – Member Support Services CUSO May 2018

https://www.cubroadcast.com/episodes/corelation-interviews-member-service-supports-continues-to-thrive-as-one-of-the-coolest-cuso-stories-ever

5.CUBroadcast interview – People First FCU May 2019

https://www.cubroadcast.com/episodes/corelation19-interviews-people-firsts-joe-riccardo-discusses-the-industry-business-model-changing

Professional groups:

1.Founder and Chairperson for the Corelation © Core North East User Group. 2015 – Present

2.Accelerated Collaboration Team – (ACT) Executive member – Advantage / Fiserv Credit Union division

3.Group Technology Partnership Council (GTPC) – Advantage Product Line Executive member - Fiserv Credit Union division

Contact this candidate