Stephen Crosby

Experience

• 

  MetLife

  May 2003 - now

  - Lead global finance application support organization providing services for 48 countries, 80 applications, and 48,000 user accounts- Manage support services including, Incident, Request, Access, Problem, Ledger Allocations, ReferenceData changes, Audit controls, User Entitlement certification, Plan and Projection cycle maintenance andtransition to operations- Application support portfolio includes Oracle PeopleSoft ERP, Hyperion Financial Management, Essbase, Oracle Analytics Cloud, Enterprise Planning and Budgeting Cloud Service, Reconnet, Booke TCP- Process average monthly volume of 300 incidents, 2200 service requests, 7,000 reference data changes- Manage strategy road map for expanding support services, increased applications supported over three year period by 25% while reducing head count by 20%- Manage key customer relationships with regional Chief Financial Officers, Controllers, Chief Accounting office and other Senior level stakeholders, providing quarterly updates on performance metrics, problem updates, root cause and action plans, and status of improvement initiatives- Develop and lead associate development and engagement strategy- Create policy for operational processes including communication, business event management, timetracking, and budget- Drive adoption of Lean management systems including attend daily huddles, identify areas for processimprovement, and facilitate problem solving sessions Show less - Lead global finance application support organization providing services for 48 countries, 80 applications, and 48,000 user accounts- Manage support services including, Incident, Request, Access, Problem, Ledger Allocations, ReferenceData changes, Audit controls, User Entitlement certification, Plan and Projection cycle maintenance andtransition to operations- Application support portfolio includes Oracle PeopleSoft ERP, Hyperion Financial Management, Essbase, Oracle Analytics Cloud, Enterprise Planning and Budgeting Cloud Service, Reconnet, Booke TCP- Process average monthly volume of 300 incidents, 2200 service requests, 7,000 reference data changes- Manage strategy road map for expanding support services, increased applications supported over three year period by 25% while reducing head count by 20%- Manage key customer relationships with regional Chief Financial Officers, Controllers, Chief Accounting office and other Senior level stakeholders, providing quarterly updates on performance metrics, problem updates, root cause and action plans, and status of improvement initiatives- Develop and lead associate development and engagement strategy- Create policy for operational processes including communication, business event management, timetracking, and budget- Drive adoption of Lean management systems including attend daily huddles, identify areas for processimprovement, and facilitate problem solving sessions Show less - Service Level/Service Catalog manager for Accounting applications support that included 55 financeapplications- Review monthly metrics versus Key Performance Indicators to identify improvement opportunities- Facilitate key customer meetings to discuss metrics, accomplishments, upcoming events, improvementprojects- Manage Service Level Agreement contracts with customers including service agreements for newapplications- Manage, track, ensure accountability for Continuous Improvement projects, implemented processimprovements that increased capacity by 20% for Access management and Service Desk operations- Manage Global System Training program for MetLife accounting systems including instructor training, web Show less - Managed service desk that provides support services for MetLife accounting systems logging over 20,000 tickets annually including hot line support that received over 6,000 calls annually- Supervised Access Management process for supported systems including: provisioning requests, building security, user entitlement re-certification- Created performance metrics for upper management- Coordinated end- user support, training, testing, security administration for various financial systems- Managed performance development process including objective planning, employee development,coaching, quarterly reviews- Realigned workflow with changing business demands by evaluating processes and employee strengths Show less

  • Assistant Vice President - Global Finance Support

    Apr 2020 - now

  • Director Global Finance Support

    May 2015 - Mar 2020

  • Manager- Global Finance Support (Service Management and Training)

    Feb 2010 - Sept 2015

  • Supervisor - Global Finance Support

    Jul 2005 - Jan 2010

  • Accountant

    May 2003 - Jun 2005