Kevin Speakman, MBA

Experience

• 

  Skyhawks Sports Academy

  Jan 2004 - Jan 2005

  Director

  Worked as a manager of children's sports camps throughout the summer months. I spoke with representatives from parks and recreation departments throughout columbus to develope and run programs.

• 

  CBCInnovis

  Jan 2005 - Jan 2008

  Managed a team of quality assurance analyst for a credit reporting agency. Monitored all work processed, recommended procedural changes, and trained employees on phone etiquette. Wrote customized scripts to pull data for clients of a collection agency. Worked to update, remove, and add customer's to a collection system for clients. Worked individually with a list of clients that I handled all customer service requests and system updates for.

  • Quality Assurance Manager

    Jan 2007 - Jan 2008

  • IT

    Jan 2006 - Jan 2007

  • Client Services

    Jan 2005 - Jan 2006
• 

  JPMorgan Chase & Co.

  Jan 2008 - Jun 2016

  Collaborated with several teams to update and support address data quality for entire portfolio. Organized daily customer service operations for home equity and mortgage products. Produced monthly reports to administer results and strategies for upper management approval. Responded to KEYS audits, DOJ audits, and internal audit requests for information.• Controlled and closed out 2 departmentally imposed audit and compliance action plans which detected and corrected processing gaps, mitigating risks and improving customer experience.• Formed customer remailing process leading to $3+million being accurately and properly refunded.• Reconciled remediation of 60,000 customer addresses to reduce return mail rates and increase data quality for the organization, equating to higher quality scores from external Department of Justice audit requirements.• Created a reporting and analytics team and managed analysts in getting data to lower error rates, increasing compliance with federal regulations.• Helped transitioned 30% of the staff overseas to meet internal requirements. Show less Directed a group of processors to open communication channels between organization and customers. Coordinated correspondence for 140,000 pieces processed by 20 non-exempt customer care analysts.• Aided in developing automated fax process that saved 2 million pieces of paper and ~$80k annually.• Oversaw presentation for executive level management describing the application of a new return mail process for the organization.• By joining forces with management and staff within the department, decreased the errors made from 5-7% to 1-3% over one years' time. Show less

  • Division Leader

    Jan 2011 - Jun 2016

  • Supervisor

    Jan 2009 - Jan 2011

  • Audit and Compliance for Statements, Optional Products, Year-End and Credit Reporting

    Jan 2008 - Jan 2009
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  Fiserv EFT

  Jun 2016 - Mar 2020

  Card Services Division Leader

  Spearheaded 200+ employees in credit and debit card fraud and disputes, focusing dispute processing, phone escalations, quality review, and workforce management for daily assignments and operations such as pulling volume reports from SQL and obtaining information from cardholders, money movement, network responses, and final decisioning. Reported results and reviewed monthly budgets with senior management. Utilized volume trend data to decide staffing models and forecasting projections for hiring. Responded to CFPB audit requests based on REG E and REG Z requirements.• Upgraded service levels from a 37% to 98% and slashed error rates by 50% overall through knowledge sharing and ensuring agents have all necessary access.• Operated client relationships for over 1,500 financial institutions and served as SME and Key Stakeholder for multiple implementations and projects throughout the project lifecycle.• Removed a manual mailing process and replaced with an e-mail process that led to an annual savings of $80 - $100,000.• Instituted technology solutions to lower FTE need and increase accuracy and accepted leadership award in 2019 for outstanding leadership Show less

• 

  Morgan Stanley

  Jun 2020 - Nov 2021

  Client Reporting Director

  Streamline client satisfaction through daily reconciliations, implementations, and operations of an internal phone line within Confirms and Prospectus department. Function as product owner for external print vendor and internal partners. As part of an AGILE squad, teamed with technology on automation of businesses processes. Design executive level decks and monthly presentations computing savings, volumes, potential issues with vendors, and financial data for C suite executives.Key Contributions:• Obtained Agile Certification, serve as Project Lead large scale projects• Helped implement constructive delivery metrics to suppress unnecessary statements and save 25% ($6.5 million) of postal fees in 2020. Show less

• 

  JPMorgan Chase & Co.

  Nov 2021 - now

  Vice President of Managed Account Operations

  Currently managing advisor side support for over 1 million accounts for both the general wealth management and the private client customer base. My team is responsible for ensuring trade activity is occuring accurately and within regulations. We also assist in systemic issues bringing together tech teams and operations to solve complex problems. * work with outside vendors to assist in account maintanence requests* run daily recons to validate systems are working accurately* work with technology on testing of new systems* validate accounts are in good order for trading* work directly with investment professionals to ensure clients are receiving the best service and results Show less