John R. Glennon Jr *** Old Great Road

North Smithfield, RI 02896

© 401-***-****

adrfwo@r.postjobfree.com

Call Center Manager Principal Program Manager Lean Management Business Improvement Operational Excellence Change Management

Experience

National Grid – Principal Program Manager of Critical Programs December 2017 – Present

Management of $385m portfolio of critical programs to the US business

Coached program leads on project management tools and techniques

Manage the reporting cycle and messaging to CEO and Senior Executives

Identified overlap in resource allocation and mitigated risk

Track burn rate of funds on individual programs

Citizens Bank – Business Improvement Consultant, Vice President June 2017 – December 2017

Drive business improvement through process automation (blue prism)

Customer Loyalty – Embed a customer driven culture

Business Partnership – Drive awareness and collaboration

Finance Management – Deliver against strategic initiatives within budget/forecast

Risk & Control – Meet service levels for customers and colleagues while maintaining effective controls

Management & Staff Development – Increase capability of colleagues through improvement engagements

Project Management – Ownership for successful delivery of change initiatives Unipart Expert Practices – Senior Coach Practitioner January 2015 – June 2017

Client Management - Building coaching relationships, raising capability of client organization

Project Management - Coaching practitioners through the successful completion of performance excellence projects

Consultancy Delivery - All contractual obligations including training, coaching, and value creation targets

Delivered $17M in type 1 savings (incremental revenue) and implemented process controls to sustain

Built PMO for $200M critical investments with executive performance review

Lead improvement activities across large customer delivery processes

Developed colleagues to deliver performance routines across their target areas with robust dash board metrics

Facilitated trainings on performance excellence framework key techniques Citizens Bank – Senior Lean Change Agent, Assistant Vice President September 2012 – January 2015

Responsible for coaching and development of Executive Leadership and Lean Change Agents (LCAs)

Delivering sustainable Lean transformations with efficiency gains

Challenging BAU while keeping a focus on risk controls, efficiency, and above all successful delivery to customers

Work with Business Partners to build productive relationships to drive sustainable cultural change

Facilitated Senior Decision-Making Groups through each phase of a Lean transformation

Delivered cross-site Mindsets & Behaviors (M & B) workshops with executive leadership

Delivered a positive impact to M&B scores

Developed a customer as well as a business partner satisfaction survey

Provided ongoing coaching toward CI sustainability efforts for six business areas post transformation

Challenged business leaders to support problem solving efforts by using a go and see approach Citizens Bank – Lean Change Agent, Officer

June 2011 – September 2012

Engaging colleagues at all levels to find better ways of delivering for our customers

Deliver improvements to customer experience, colleague engagement and capability and the creation of capacity

Embed a culture of continuous improvement to drive business performance

Coaching and support of LLCAs and business line leaders through delivery of training and 1:1 coaching

Build capability of self and others in Lean technical and soft skills

Increased manager coaching time from 13% to 31%

Worked with leaders to bring the voice of customer closer to everyday production across multiple areas

Coached managers to role model continuous improvement activities

Increased Mindsets and Behaviors scores from 3.2 to 3.5 (scale from 1 to 5) by coaching managers and colleagues through performance discussions and open feedback and change communications Citizens Bank – Colleague Assist Line – Research and Adjustments Manager August 2005 – June 2011

Assisting colleagues and customers with product and service issues

Responsible for assessment of job performance for colleagues within the department

Research of monetary transactions, affidavits of fraud, interest adjustments and bank documentation

Identifying and preventing possible bank losses by analyzing existing issues and identifying trends

Improved everyday reporting (moving adherence, daily stats, and quality reporting from manual tracking to electronic)

Developed training for research and servicing tasks as new skills were introduced

Collaborated with business partners to improve delivery for our customers Prior Experience

1997 – 2005

Sales associate and department manager for The Home Depot in Bellingham, MA

Sales specialist and store manager for The Leather Center furniture stores in Warwick, RI & N. Attleboro, MA

Restaurant manager for The Broaster House Restaurant in Woonsocket, RI In-store personal banker for Citizens Bank in Cumberland, RI Education

BLACKSTONE MILLVILLE REGIONAL HIGH SCHOOL – BLACKSTONE, MA

COMPUTER PROGRAMMING

COMPUTER GRAPHICS 1 AND 2

BRYANT UNIVERSITY EXECUTIVE DEVELOPMENT PROGRAM – SMITHFIELD, RI

CERTIFICATE IN BUSINESS MANAGEMENT

CERTIFICATE IN LEAN MANAGEMENT

RBS CITIZENS BANK & LEAN PROGRAM TRAINING – CRANSTON, RI

SENIOR CHANGE AGENT – LCS LEVEL 2A, ACCREDITED BY CITIZENS ENDORSED BY CARDIFF UNIVERSITY

HANDS ON DEVELOPMENT OF TOOLS AND SKILLS AS WELL AS LEAN METHODOLOGY

MCKINSEY COMMUNICATION TRAINING

GREEN BELT TRAINING

WORK-OUT CHAMPION & FACILITATOR TRAINING

PROFICIENT IN CSM AND CALL CENTER SYSTEMS (AVAYA, CMS SUPERVISOR, VECTOR) I have delivered more than 300 hours of training on Lean tools and methods including: Lean Leadership Standard Work

Language Training Flexible Manpower Systems

High Performing Teams L.I.F.E. Skills

Influencing & Role Modeling Span of Control

Change Story 5S

Learning to See Coaching & Effective Feedback

Wastes & Constraints Visual Management

Value Stream Mapping Performance Dialogue

Voice of customer Process Confirmation

Performance Management System Skills Matrix

Overall Process Efficiency (OPE) Tactical Implementation Plan Pyramid Communication Intro to Training & Facilitation Model Day (leader standard work) Quality Management Key Performance Indicators & Performance Hierarchy Quick Changeover Root Cause Problem Solving MBTI (Myers Briggs Type Indicator) I have also invested more than 4000 hours coaching Lean change agents, colleagues, managers and executives to improve their ways of working.

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