Product Manager Customer Service

FRED HARRITY, CPCP

Viera, FL *****

adw7ea@r.postjobfree.com

203-***-**** https://www.linkedin.com/in/fred-harrity-mba-cpcp-2844803/

COMMERCIAL CREDIT CARD LEAD PRODUCT MANAGER

Summary of Qualifications

Visionary Product Manager with 15+ of comprehensive business and operations experience utilizing a hands-on, data-centric approach to execute ideas, yielding groundbreaking results that target a niche value for consumers

Ambitious Project Leader empowering customers to make better insight-driven decisions by unlocking a holistic view of consumer behavior beyond their four walls and distilling actionable insights from data

Astute Relationship Builder who emphasizes cross-functional collaboration between team members and stakeholders, effectively engaging all moving parts to capitalize on strengths and mitigate risks

Areas of Expertise

Business Operations: Product Strategy Market Research Business Metrics Budget and Finance Oversight of Cash

Rebate Programs Data Analysis Customer Relationship Management Vendor Management

Software and Tools: SaS SQL Business Object, Portfolio Intelligence, ETHOS

Professional Experience

Vice President, Head of US Card Programs – Product Manager August 2023 – Present

Popular Bank, Inc. New York, NY

Execute relaunch of Commercial Credit Card Program, Training, Credit Policy and workflow, revamped customer service. Direct third party relationships.

Negotiated and installed new agent bank program for Consumer Credit Card

Researched, Analyzed, and selected new Agent Bank (Elan Financial Services) as the Popular Bank Consumer Credit program

Ushered the program through the New Product Committee, answering 20 Risk Assessment Managers

Oversaw Popular Bank due diligence

Negotiated the Joint Marketing Agreement

Lead the implementation team and stood up the new program in 8 weeks including writing policies and procedures, overseeing the training of all customer facing employees, creating the settlement process and oversaw testing and launch

Redesigned the Commercial Credit Card platform from the bottom up.

Spearheaded the re-training of the commercial credit team on how to offer card

Created new policies to underwrite a new card program with every commercial loan as a way to cross sell.

Reduced origination process by moving card setup to underwriting after approval

Negotiated Long Term Incentive Program with VISA for both Commercial Credit Card and Consumer Debit Card programs

Created automated monthly reporting using FIS ETHOS reporting tools to track progress

President, Commercial Card Solutions - Lead Product Manager April 2015 – Present

People’s United Bank, N.A., Bridgeport, CT

Execute product ownership, comprehensive research, design, and implementation. Oversee division Budgets, expense reports, and revenue. Direct third-party vendor relationships.

Built business cases for both the Corporate Card Program and the Revolving/Rewards Programs by spearheading various approval committees, including NPOC, NPAC, and EMOC, along with providing updates to all levels of management.

Designed and implemented new card products to meet the needs of both middle market clients and small business clients resulting in a 64% increase in purchase volume and a 250% increase in finance charge revenue

Designed and implemented a new Rewards Points Program, adding 4,000 new clients to the portfolio.

Implemented an RFP to search for a new Commercial Credit Card Processor resulting in the selection FISglobal Base 2000. Negotiated a 5 year agreement to provide Commercial Card processing that reduced our operation expenses by 40%

Led the conversion process of the Commercial Card Platform from VANTIV / WorldPay to FISglobal Base 2000

Reduced need for manual tracking by using ETHOS to generate and schedule automated reporting

Negotiated multi-year agreement with Mastercard International reducing transaction costs and providing annual sales incentives of up to 20% based on purchase volume

Added $350K in Joint Development Funding for various marketing initiatives

Increased purchase volume per customer by 12% through providing 2X rewards points program for legacy customers opening after COVID-19 pandemic

Manage Team of 2 individuals responsible for Portfolio reporting and Portfolio Risk Management.

Responsible for creating and monitoring annual department budgets

Provide extensive input into all Commercial Card Marketing initiatives

Responsible for leading the deconversion process of the Commercial Card Portfolio from FISglobal to TSYS as a result of the sale of People’s United Bank to M&T Bank.

Director, Digital Marketing January 2009 – April 2015

Macy’s, Inc., New York, NY

Owned AMEX Plenti © Rewards Program, consisting of a cross merchant, payment agnostic incentivized rewards program where the consumer can earn and burn rewards points as participating merchants.

Partnered exclusively with Macy’s as propriety retailer, later implementing program with CVS, Dunkin Donuts, and Exon

Quantified information, collaborated with technology, marketing, and card program teams to streamline successful resource allocations and program implementation

Manager, Marketing Analysis October 2007 – December 2008

Walt Disney Work Parks and Resorts Kissimmee, FL

Analyzed and developed sales strategy for Disneyland Annual Pass Sales. Championed the development of strategic input, integrated communications plans, experience strategies, and program optimizations to drive Passholder acquisition, retention, attendance, spend, and satisfaction.

Collaborated with forecasting and consumer insights teams to identify and execute close-in, top-off opportunities as well as long-term growth strategies for the Passholder Program

Set up analytics for Pass Holder for California Adventure by setting up a program to help drive marketing strategy by illustrating the number of passes sold

Vice President Marketing, Fee Revenue September 2004 – October 2007

Royal Bank of Scotland Bridgeport, CT

Optimized knowledge for legislative changes regarding consumer credit card fee structures. Prepared and presented senior management strategies for increasing fee revenue. Oversaw daily and weekly conversion funnel reporting and associated self-service analytics. Developed comprehensive plan and operations across channels, including campaigns, execution, and reporting & analysis.

Kept track of legislative changes during an ever-changing regulatory congress to investigate and relay potential ways to increase fee revenue

Affiliations

National Association of Payment Card Providers (NAPCP), Member

Certified Payment Card Professional (CPCP)

Travel and Entertainment roundtable, NAPCP, Member

Education

Master of Business Administration University of New Haven, New Haven, CT

Bachelor of Science, Business Albertus Magnus College, New Haven, CT

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