Joseph C. Flannery, PMP, SSBB

513-***-****

advjjj@r.postjobfree.com

www.linkedin.com/in/joeflannery-processimprovement-projectmanagement-operationsmanagement

Project Manager/Business Process Improvement and Transformation

A resourceful and hands-on leader with proven success in transforming, improving, and streamlining business processes and operations. A critical thinker and change agent, adept in identifying and applying effective solutions to business problems that deliver breakthrough improvements in customer service, product quality, and employee satisfaction.

Key Accomplishments

Optimized transactional processing by leading the design and implementation of business process management (BPM) software. Replaced 90% of paper-based processing by applying scanning/imaging technology, eliminated major bottlenecks and improved the processing throughput by 50%, reduced errors and rework by 60% and significantly improved customer satisfaction survey results.

Applied an outside-the-box approach in leading an initiative to simultaneously redesign and improve 60 enterprise-wide reconciliation processes across 4 different operational disciplines (payroll, health & welfare, securities trading, cash management). Facilitated a ten-month Six Sigma Green Belt training program where Green Belt candidates from each of the operational disciplines were assigned reconciliation processes to analyze and identify process improvement opportunities. The resulting effort led to the redesign of the 60 reconciliation processes that generated $1.2 million in cost saving and loss avoidance due to improved reconciliation accuracy, efficiency, and timeliness.

Spearheaded an initiative to establish and implement a uniform servicing alignment for retirement plans. Facilitated meetings with senior leaders that identified over 150 services tasks where service responsibility assignment differed across the organization and needed to be moved. Provided direction, analysis, and advice and drove negotiations between senior leaders in obtaining consent to transfer a task. Service improvements and uniform contract development were major outcomes of the program.

Reduced the time needed to correct mutual fund pricing errors from over 2 weeks to less than 4 hours through leading the analysis, design, and deployment of a flexible, automated price correction program. The reduced time and the ability to submit trade corrections sooner significantly reduced potential losses due to market volatility by over $500,000 per pricing error. This also improved both plan participant and plan sponsor service satisfaction.

Experience

OneAmerica - Retirement Services - Indianapolis, IN (2016 – 2021)

Sr. Director Operational Excellence & Business Transformation

Responsible for assisting, leading, and directing Retirement Services leaders to improve and transform the services and operations into a standardized and scalable business operations.

Led a Retirement Services Division Task Alignment initiative that required working with business leaders to analyze, negotiate, and consent to the realignment over 150+ tasks among relationship managers, plan managers, and operational managers to establish uniform servicing of retirement plans.

Responsible for the analysis and solutioning of 50+ process and service gaps needed to migrate of 500+ retirement plans to a new plan trustee service provider, which happened in less than 7 months.

Participated as an operational excellence and business transformation consultant in the initiative to consolidate various retirement services recordkeeping platforms and the migration of M&A acquired plans to 1 of 2 recordkeeping platforms. This activity transpired over a 3-year period.

Conducted 13 “Wall Walk” sessions across the entire Retirement Services organization that identified over 300 opportunities for process and service improvements. The improvement opportunities were prioritized and used as the key input for a 4-year strategic service and delivery improvement directive.

Created and conducted an introductory retirement services industry overview for the Retirement Services Call Center as part of their new associate on-boarding program.

Huntington Asset Services, Inc. - Indianapolis, IN (2011 – 2016)

Manager Mutual Funds Shareholder and Cash Management Services

Responsible for the daily delivery of mutual fund shareholder, call center, and cash management services for 42+ different mutual fund companies. Engaged both fund clients and fund shareholders on a regular basis to identify, improve, and sustain high levels of service quality and consistency. Responsible for KYC, OFAC and AML compliance and shareholder tax reporting.

Enhanced the onboarding experience of new fund advisors by developing and utilizing a pictorial presentation that simplified the complex interactions between mutual fund shareholder, legal, administration, and valuation services.

Restructured the bank account reconciliation process that resulted in the elimination of bank account cash breakage write-off ranging between $5,000 to $50,000 annually. Consolidated the number of bank accounts from over 100 to less than 45 saving clients anywhere from $4,200 to over $10,000 in annual bank expenses, annually, implemented new reconciliation software that reduced the number of daily aged items from over 2,000 items to less than 25.

Created and utilized end-to electronic payment process maps to identify and close control gaps that decreased the number daily bank account overdrafts by 95% and eliminated instances of duplicate electronic payments that ranged in dollar value of between $5,000 to upwards of $7 million.

Implemented automated workflow/imaging software that eliminated paper processing by 90%, reduced processing accuracy errors by 60%, improved employee satisfaction via the need to physically handle paper transactions and improved shareholder satisfaction by reducing transactional processing time and reducing rework.

Utilized data capture software to automate the manual entry of over 150 daily fund prices that eliminated entry errors, rework of financial transactions and losses of up to $50,000 per each entry error.

JP Morgan Chase - Cincinnati, OH (2009 – 2011)

Head of Mutual Funds Financial Controls

Managed various financial control functions for over 50+ mutual fund companies for the western hemisphere operations. Oversaw the cash movement and reconciliation activities for all mutual fund products including hedge funds and exchange traded funds and engaged clients for service quality and delivery feedback. Responsible for KYC, OFAC and AML compliance and shareholder tax reporting.

Established a check payment review process that eliminated an 8-year backlog of stale dated checks within a 3-month period.

Streamlined dealer commission payment processes that eliminated toxic functional parings and improved straight through processing by 50%.

Off-boarded 50% of cash reconciliation functions to an operational team in Manila; reduced the local headcount by 50% while maintaining a high level of process quality and accuracy.

Applied “The Checklist Manifesto” by Atul Gawande in the design and implementation a series of manager end-of-day completeness checklists that ensured all critical processes had been completed.

Fidelity Investments – Financial Operations - Covington, KY (1995 – 2009)

Six Sigma Black Belt Project Manager – Process Improvement/Project Management (2004 – 2009)

Identified, directed and led key strategic business projects and initiatives, ensuring they coincided with department business plans. Managed the design, development and implementation of business information systems and new processes. Acted in a consultative role in order to build and maintain key relationships between business partners, vendors and customers.

Reduced annual 401(k) loan package postage costs by 15% or $400,000 by suppressing the paper production of loan amortization schedules.

Automated a manual payroll interest income allocation process and reduced the income distribution cycle time from 5 days to less than 6 hours; improved the calculation accurate rate from 65% to 100%.

Led an enterprise-wide reconciliation process improvement initiative across 4 different operational disciplines (payroll, health & welfare, securities trading, cash management) using the Six Sigma methodology. Initiative resulted in the redesign of over 60 reconciliation procedures that identified a $1.2 million savings due to improved efficiencies.

Lead an accelerated Six Sigma Green Belt certification program.

Improved brokerage activity reporting accuracy and filing timeliness from 65 % to 99% for self-directed 401K plans.

Funds Control & Bank Services Manager (1995 – 2004)

Managed the execution, reconciliation, and control as well as the continuous improvement of operational procedures and controls of 401(k) plan participant investment transactions. Negotiated service agreements with other investment companies and services providers and evaluated plan investments for operational suitability, risks and exposures. . Responsible for OFAC and AML compliance and plan participant tax reporting.

Designed and established an automated, daily trading process with over 300 non-Fidelity mutual fund companies which allowed staffing levels to remain unchanged while daily trading volumes increased by 400%.

Developed a standard operating agreement model for use with non-Fidelity investment companies. The standardization significantly reduced operational risks and exposures present in prior operating agreements.

Deployed a same-day early warning trading entry error detection application that prevented trade losses that ranged from $100 to over $500,000 per trade entry error.

Designed and implemented a fund price correction program that reduced the correction process cycle time from over 2 weeks to less than 4 hours. This improvement in cycle time also minimized potential financial losses during times of market volatility that could exceed $500,000 or more.

EDUCATION, CERTIFICATIONS, & TRAINING

BS, Accounting, Indiana University of Pennsylvania, Indiana, PA

Project Management Professional Certification, PMI

Six Sigma Black Belt Certification, Fidelity Investments

PMI-ACP (Agile Certified Practitioner) Certification Training, Master of Project Academy

Leadership Develop Program, Babson College, MA

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