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HAMID TARI
5404 Remington Park Drive, Flower Mound, TX 75028 (+1-614-404-2613) hamid_tari@yahoo.com
BUSINESS OPERATIONS MANAGEMENT, TRANSFORMATION & OPTIMIZATION EXPERT
Contact Center Start-ups and Management / Customer Experience / Business Process
Reengineering and Optimization / Strategic and Tactical Planning / P&L and Growth Strategies
Fortune 500 Executive and Operations Leader: I have been fortunate to enjoy increasing operational and
leadership responsibilities at Chase, AMEX, SCB and AIG. Career Track: Professional growth from a
Performance Management Engineer to Senior Vice President of Global Operations & Operational Excellence,
Global Head of Business Transformation, and Chief Quality Officer - Regional Head of Operations Excellence.
Entrepreneurial / Start-ups & Operations / Business Transformation & Optimization: I have been
establishing operational excellence dominance via strategic partnerships, business optimization, transformation
and superior performance. I have set up and led global operations, business partnerships & joint ventures (P&L),
reengineering & process improvement initiatives, achieving exceptional results, domestically & internationally.
Proven Record & International Experience – Across Major Corporate Functions: I am proud of my 25 years
of significant accomplishments to continually meet or exceed goals in several Fortune 500 companies. I have a
track record of increasing revenues ($140 MM) and reducing costs ($150 MM) in a wide range of global situations.
Customer Experience: I have had the opportunity to combine Six Sigma and Lean concepts with processes and
customer data to improve operational and quality performance. I have developed comprehensive quality
dashboards to improve customer experience, and twice won “American Express Chairman’s Award for
Quality” for “Revamping Customer Satisfaction Measurement” & “Proving Virtual Servicing Concept.”
Expertise: I can set-up, lead, improve, make an immediate impact and deliver superior results at any operations; I
led VERINT roll-out at AIG, saving 350 FTE (~10%), winning “2014 Back-office Innovator of the Year Award”.
BS Mechanical Engineering, University of Texas MS Industrial Engineering, Arizona State University
SELECTED ACHIEVEMENTS & SKILLS
 Established offshore operations centers with annual savings of up to $150 MM. I developed the vision,
strategy, and framework for virtual servicing of American Express and Chase customers to achieve annual
savings of $100 MM and $50 MM, respectively. I also led their implementation of offshore proprietary and
vendor centers, and managed the global operations to grow it from 600 to 2,000+ staff for Chase Home
Lending, resulting in run-rate saves of $35 MM at AMEX and $13 MM at Chase by 2nd year.
 Led Customer Experience & revamped quality dashboards. I led customer satisfaction measurements by
focusing on the customers and applying Six Sigma and Lean concepts to improve processes and customer
experience; significantly transformed quality dashboards and customer experience at AMEX and AIG.
 Orchestrated partnerships & joint ventures to increase revenues up to $25 MM. I negotiated complex
business deals, managed partners/JVs, resulting in $15 MM in annual saves and $25 MM in revenues.
 As P&L executive of hazard and flood insurance, I managed the 3rd party flood & hazard insurance with
annual income of $100 MM (~$50 MM in net income), and set up the infrastructure for Service-To-Sale for
optional products & Debt Cancellation to generate $75+ MM in additional net income.
 Skills: I am a principle based decision maker, valuing integrity, people, and results oriented leadership. I have
excellent strategic thinking, problem solving, consulting, negotiating and relationship skills.
Career Overview
 AIG Shared Services – Chief Quality Officer & Regional Head of Operations Excellence; 2013 – 2015
 Standard Chartered Bank (SCOPE) – Head of Business Transformation; 2010 – 2012
 Hamid Tari Consulting, LLC & Saxon Mortgage -- SVP of Operational Excellence; 2008 – 2010
 Chase Home Mortgage – Senior Vice President of Global Operations; 2003 – 2008
 American Express – Vice President of Global Resource Optimization & Sourcing Strategy; 1989 – 2003
HAMID TARI – RESUME DETAILS
GOAL:
Partner with dynamic organizations to establish operational excellence and market dominance (Best In
Class -- BIC), via superior performance, strategic alliances and partnerships, as well as business principles
SPECIAL QUALIFICATIONS:
 Principle based decision maker, who values integrity, people, and results oriented leadership
 Expertise in setting-up and consolidating contact centers, and leading them to deliver superior performance
 Expertise in program management, customer experience, reengineering, process improvement & optimization
 Expertise in partner relationships: contracts, negotiations, set-up, management and joint ventures
 Excellent thought leadership, problem solving and relationship skills
 Excellent strategic and tactical planning, as well as proven implementation and consulting skills
WORK EXPERIENCE:
Business Operations & Management Consultant
Hamid Tari Consulting; Dublin, Ohio & Dallas, Texas June 2008 – Present
Providing management consulting to businesses to enhance their capabilities, including over 4 years at AIG and
SCB (see below); additionally, assisted two national banks to achieve the goal of over $200 MM in run-rate saves,
as well as formulating a strategy to reduce expenses by $250 MM and generate $150 MM in net income
Chief Quality Officer and Regional Head of Operations Excellence
AIG Shared Services (AIGSS); Kuala Lumpur, Malaysia & Manila, Philippines June 2013 - July 2015
Led process optimization, quality, training, reporting and workforce management to create a BIC organization
 Rolled-out VERINT & WFM to improve the processes, resulting in over 350 FTE (~10%) saves in ~20 months
 Substantially improved the quality across the organization via an actionable comprehensive quality dashboard to
evaluate the customer interactions data from various angles to achieve “First Time Resolution,” as a result,
improved the “Customer Experience” for several major accounts in EMEA, APAC, US and Canada
 Deployed partner satisfaction survey to measure offshore partners’ experience; experiencing 94% satisfaction
 Enhanced Spans & Layers and set-up the Transformation Team, resulting in ~15% savings in management,
flattening the organization, savings ~$3.0 MM in expenses and generating ~$2.5 MM in revenues annually
 Developed a structured leadership program to enhance the quality of front-line leadership and create a solid
leadership bench to assist with the organizational effectiveness and growth strategies
Global Head of Business Transformation, Global Customer Care (GCC)
Standard Chartered Bank (SCB - SCOPE); Kuala Lumpur, Malaysia April 2010 – June 2012
 Led consolidation plans for the Global Customer Care in Asia, Middle East and Africa, and successfully reduced
the number of sites by 36% from 100 to 64 contact centers while enhancing customer experience
 Partnered with internal & external parties to turn a negative $6.3 MM 5 year P&L for Arabic consolidations into a
positive $1.5 MM P&L; ~$8.0 MM turnaround, including obtaining $2.4 MM in government subsidies
 Developed a robust multi-country BCP/DR plan, reducing the operating expenses by ~$11.0 MM annually
Senior Vice President, Global Operations
Chase Home Lending; Columbus, Ohio & Manila, Philippines July 2003 – May 2008
Established several offshore call centers, set up service to sales infrastructure, developed and managed new
partnerships and joint ventures, as well as leading the global operations (increasing the staff from 500 to 3,000),
resulting in over $100 MM in net profits and enhanced customer experience
 Led 600 staff at Chase Home Lending Global Operations; positioned to grow to 2,000 plus by 2009
 Implemented Chase captive call center in Manila with run-rate saves of $13 MM in 2007 & $50 MM by 2009
 Set up the Service-To-Sale infrastructure to introduce new products; estimated net income of $75+ MM
 Managed the 3rd party flood & hazard insurance with annual income of ~$100 MM; negotiated complex business
deals and managed partners & JVs, resulting in $15 MM in annual saves and $25 MM in revenues
HAMID TARI – RESUME DETAILS (CONTINUED)
Vice President, Global Resource Optimization and Sourcing Strategy
American Express -- Service Strategy and IT; New York, New York November 1998 – June 2003
Established the Global Resource Optimization Team to optimize resources and facilities across American Express
Customer Servicing Operations and Technology Group to become a vendor of choice: Quality, Costs & Revenues
 Developed the vision, strategy, and framework for virtual servicing of American Express customers to achieve
annual savings of $80 MM to $100 MM by establishing offshore customer servicing centers
 Developed the implementation strategy (RFP thru negotiations) and led the execution of the plans (program
management thru vendor management), resulting in 16 distinct implementations at 6 strategic partners’ and
Amex captive sites, resulting in over $20 MM savings in 2002 and over $35 MM run-rate saves in 2003
Chief of Staff and Director of Planning and Support; AESC-Phoenix Executive
American Express -- Service Delivery Utility; Phoenix, Arizona August 1996 - November 1998
Assisted the Centerhead at American Express in developing, coordinating & implementing operations planning &
continuous improvement initiatives to achieve annual quality improvement targets & 10% unit cost reduction
Manager / Industrial Engineer, Performance and Quality Management (PQM)
American Express -- Service Delivery Utility; Phoenix, Arizona May 1989 - August 1996
Led engineering efforts and managed a team of fifteen engineers, project/program managers and analysts
responsible for the identification, analysis, and implementation of operation processes and systems improvement
to create "state-of-the-art" solutions to business challenges
 Led the PQM to achieve $40 MM saves in 4 years via improving processes, quality and customer experience
 Developed and implemented a dynamic quality measurement system to evaluate customer satisfaction, as
defined by the customer, for all aspects of their relationships with Travel Management Services (TMS), resulting
in a major overhaul of customer satisfaction measurement across American Express
 Tested and implemented the concept of multi functional team servicing to resolve customer inquiries at the
initial point of contact, resulting in the implementation of the team concept across American Express
 Co-managed development and implementation of a Team Incentive Plan and the associated MIS system that
tracked and reported 9,000 employees’ quarterly incentives, and generated feeds to payroll system
 Developed and implemented a strategy to enhance Quality Engineering employee satisfaction, which resulted in
major improvements in all categories, including exceeding the targets in 50%-75% of categories
Team and Personal Accomplishments at American Express:
 AIG Winning VERINT 2014 Back-office Innovator of the Year Award
 American Express Chairman's Award for Quality - 1990, 1991, 1993, 1994, 1995, 1998, and 2001
- Premier Chairman’s Award in 1991 – Redesigned Customer Satisfaction Measurement
- Premier Chairman’s Award in 2001 – Proved Virtual Servicing Concept
 American Express Quality Services Centurion Award in1991 – Improved Customer Satisfaction
 Successfully completed 2 years of research studies in Incentive Compensations and Organizational
Effectiveness at Arizona State University in 1995 and 1998, respectively – Successful roll-out of team incentive
plan, and excellent results in several offshore implementations for American Express and Chase
 Certifications: Power & Leadership (Darden,1997); Contract Negotiations (Harvard, 2000); Influencing to Win
(Darden, 2002); Accredited Mortgage Banker (MBA 2004 – 2006); Negotiation Skills (Harvard, 2007)
Team Leader, Quality Control Department
Dell Computer Corporation; Austin, Texas June 1985 - August 1987
EDUCATION:
Arizona State University; Tempe, Arizona August 1987 - December 1989
Master of Science in Industrial Engineering
University of Texas at Austin; Austin, Texas August 1981 - December 1984
Bachelor of Science in Mechanical Engineering
Ad

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H TARI RESUME 5-17-16

  • 1. HAMID TARI 5404 Remington Park Drive, Flower Mound, TX 75028 (+1-614-404-2613) hamid_tari@yahoo.com BUSINESS OPERATIONS MANAGEMENT, TRANSFORMATION & OPTIMIZATION EXPERT Contact Center Start-ups and Management / Customer Experience / Business Process Reengineering and Optimization / Strategic and Tactical Planning / P&L and Growth Strategies Fortune 500 Executive and Operations Leader: I have been fortunate to enjoy increasing operational and leadership responsibilities at Chase, AMEX, SCB and AIG. Career Track: Professional growth from a Performance Management Engineer to Senior Vice President of Global Operations & Operational Excellence, Global Head of Business Transformation, and Chief Quality Officer - Regional Head of Operations Excellence. Entrepreneurial / Start-ups & Operations / Business Transformation & Optimization: I have been establishing operational excellence dominance via strategic partnerships, business optimization, transformation and superior performance. I have set up and led global operations, business partnerships & joint ventures (P&L), reengineering & process improvement initiatives, achieving exceptional results, domestically & internationally. Proven Record & International Experience – Across Major Corporate Functions: I am proud of my 25 years of significant accomplishments to continually meet or exceed goals in several Fortune 500 companies. I have a track record of increasing revenues ($140 MM) and reducing costs ($150 MM) in a wide range of global situations. Customer Experience: I have had the opportunity to combine Six Sigma and Lean concepts with processes and customer data to improve operational and quality performance. I have developed comprehensive quality dashboards to improve customer experience, and twice won “American Express Chairman’s Award for Quality” for “Revamping Customer Satisfaction Measurement” & “Proving Virtual Servicing Concept.” Expertise: I can set-up, lead, improve, make an immediate impact and deliver superior results at any operations; I led VERINT roll-out at AIG, saving 350 FTE (~10%), winning “2014 Back-office Innovator of the Year Award”. BS Mechanical Engineering, University of Texas MS Industrial Engineering, Arizona State University SELECTED ACHIEVEMENTS & SKILLS  Established offshore operations centers with annual savings of up to $150 MM. I developed the vision, strategy, and framework for virtual servicing of American Express and Chase customers to achieve annual savings of $100 MM and $50 MM, respectively. I also led their implementation of offshore proprietary and vendor centers, and managed the global operations to grow it from 600 to 2,000+ staff for Chase Home Lending, resulting in run-rate saves of $35 MM at AMEX and $13 MM at Chase by 2nd year.  Led Customer Experience & revamped quality dashboards. I led customer satisfaction measurements by focusing on the customers and applying Six Sigma and Lean concepts to improve processes and customer experience; significantly transformed quality dashboards and customer experience at AMEX and AIG.  Orchestrated partnerships & joint ventures to increase revenues up to $25 MM. I negotiated complex business deals, managed partners/JVs, resulting in $15 MM in annual saves and $25 MM in revenues.  As P&L executive of hazard and flood insurance, I managed the 3rd party flood & hazard insurance with annual income of $100 MM (~$50 MM in net income), and set up the infrastructure for Service-To-Sale for optional products & Debt Cancellation to generate $75+ MM in additional net income.  Skills: I am a principle based decision maker, valuing integrity, people, and results oriented leadership. I have excellent strategic thinking, problem solving, consulting, negotiating and relationship skills. Career Overview  AIG Shared Services – Chief Quality Officer & Regional Head of Operations Excellence; 2013 – 2015  Standard Chartered Bank (SCOPE) – Head of Business Transformation; 2010 – 2012  Hamid Tari Consulting, LLC & Saxon Mortgage -- SVP of Operational Excellence; 2008 – 2010  Chase Home Mortgage – Senior Vice President of Global Operations; 2003 – 2008  American Express – Vice President of Global Resource Optimization & Sourcing Strategy; 1989 – 2003
  • 2. HAMID TARI – RESUME DETAILS GOAL: Partner with dynamic organizations to establish operational excellence and market dominance (Best In Class -- BIC), via superior performance, strategic alliances and partnerships, as well as business principles SPECIAL QUALIFICATIONS:  Principle based decision maker, who values integrity, people, and results oriented leadership  Expertise in setting-up and consolidating contact centers, and leading them to deliver superior performance  Expertise in program management, customer experience, reengineering, process improvement & optimization  Expertise in partner relationships: contracts, negotiations, set-up, management and joint ventures  Excellent thought leadership, problem solving and relationship skills  Excellent strategic and tactical planning, as well as proven implementation and consulting skills WORK EXPERIENCE: Business Operations & Management Consultant Hamid Tari Consulting; Dublin, Ohio & Dallas, Texas June 2008 – Present Providing management consulting to businesses to enhance their capabilities, including over 4 years at AIG and SCB (see below); additionally, assisted two national banks to achieve the goal of over $200 MM in run-rate saves, as well as formulating a strategy to reduce expenses by $250 MM and generate $150 MM in net income Chief Quality Officer and Regional Head of Operations Excellence AIG Shared Services (AIGSS); Kuala Lumpur, Malaysia & Manila, Philippines June 2013 - July 2015 Led process optimization, quality, training, reporting and workforce management to create a BIC organization  Rolled-out VERINT & WFM to improve the processes, resulting in over 350 FTE (~10%) saves in ~20 months  Substantially improved the quality across the organization via an actionable comprehensive quality dashboard to evaluate the customer interactions data from various angles to achieve “First Time Resolution,” as a result, improved the “Customer Experience” for several major accounts in EMEA, APAC, US and Canada  Deployed partner satisfaction survey to measure offshore partners’ experience; experiencing 94% satisfaction  Enhanced Spans & Layers and set-up the Transformation Team, resulting in ~15% savings in management, flattening the organization, savings ~$3.0 MM in expenses and generating ~$2.5 MM in revenues annually  Developed a structured leadership program to enhance the quality of front-line leadership and create a solid leadership bench to assist with the organizational effectiveness and growth strategies Global Head of Business Transformation, Global Customer Care (GCC) Standard Chartered Bank (SCB - SCOPE); Kuala Lumpur, Malaysia April 2010 – June 2012  Led consolidation plans for the Global Customer Care in Asia, Middle East and Africa, and successfully reduced the number of sites by 36% from 100 to 64 contact centers while enhancing customer experience  Partnered with internal & external parties to turn a negative $6.3 MM 5 year P&L for Arabic consolidations into a positive $1.5 MM P&L; ~$8.0 MM turnaround, including obtaining $2.4 MM in government subsidies  Developed a robust multi-country BCP/DR plan, reducing the operating expenses by ~$11.0 MM annually Senior Vice President, Global Operations Chase Home Lending; Columbus, Ohio & Manila, Philippines July 2003 – May 2008 Established several offshore call centers, set up service to sales infrastructure, developed and managed new partnerships and joint ventures, as well as leading the global operations (increasing the staff from 500 to 3,000), resulting in over $100 MM in net profits and enhanced customer experience  Led 600 staff at Chase Home Lending Global Operations; positioned to grow to 2,000 plus by 2009  Implemented Chase captive call center in Manila with run-rate saves of $13 MM in 2007 & $50 MM by 2009  Set up the Service-To-Sale infrastructure to introduce new products; estimated net income of $75+ MM  Managed the 3rd party flood & hazard insurance with annual income of ~$100 MM; negotiated complex business deals and managed partners & JVs, resulting in $15 MM in annual saves and $25 MM in revenues
  • 3. HAMID TARI – RESUME DETAILS (CONTINUED) Vice President, Global Resource Optimization and Sourcing Strategy American Express -- Service Strategy and IT; New York, New York November 1998 – June 2003 Established the Global Resource Optimization Team to optimize resources and facilities across American Express Customer Servicing Operations and Technology Group to become a vendor of choice: Quality, Costs & Revenues  Developed the vision, strategy, and framework for virtual servicing of American Express customers to achieve annual savings of $80 MM to $100 MM by establishing offshore customer servicing centers  Developed the implementation strategy (RFP thru negotiations) and led the execution of the plans (program management thru vendor management), resulting in 16 distinct implementations at 6 strategic partners’ and Amex captive sites, resulting in over $20 MM savings in 2002 and over $35 MM run-rate saves in 2003 Chief of Staff and Director of Planning and Support; AESC-Phoenix Executive American Express -- Service Delivery Utility; Phoenix, Arizona August 1996 - November 1998 Assisted the Centerhead at American Express in developing, coordinating & implementing operations planning & continuous improvement initiatives to achieve annual quality improvement targets & 10% unit cost reduction Manager / Industrial Engineer, Performance and Quality Management (PQM) American Express -- Service Delivery Utility; Phoenix, Arizona May 1989 - August 1996 Led engineering efforts and managed a team of fifteen engineers, project/program managers and analysts responsible for the identification, analysis, and implementation of operation processes and systems improvement to create "state-of-the-art" solutions to business challenges  Led the PQM to achieve $40 MM saves in 4 years via improving processes, quality and customer experience  Developed and implemented a dynamic quality measurement system to evaluate customer satisfaction, as defined by the customer, for all aspects of their relationships with Travel Management Services (TMS), resulting in a major overhaul of customer satisfaction measurement across American Express  Tested and implemented the concept of multi functional team servicing to resolve customer inquiries at the initial point of contact, resulting in the implementation of the team concept across American Express  Co-managed development and implementation of a Team Incentive Plan and the associated MIS system that tracked and reported 9,000 employees’ quarterly incentives, and generated feeds to payroll system  Developed and implemented a strategy to enhance Quality Engineering employee satisfaction, which resulted in major improvements in all categories, including exceeding the targets in 50%-75% of categories Team and Personal Accomplishments at American Express:  AIG Winning VERINT 2014 Back-office Innovator of the Year Award  American Express Chairman's Award for Quality - 1990, 1991, 1993, 1994, 1995, 1998, and 2001 - Premier Chairman’s Award in 1991 – Redesigned Customer Satisfaction Measurement - Premier Chairman’s Award in 2001 – Proved Virtual Servicing Concept  American Express Quality Services Centurion Award in1991 – Improved Customer Satisfaction  Successfully completed 2 years of research studies in Incentive Compensations and Organizational Effectiveness at Arizona State University in 1995 and 1998, respectively – Successful roll-out of team incentive plan, and excellent results in several offshore implementations for American Express and Chase  Certifications: Power & Leadership (Darden,1997); Contract Negotiations (Harvard, 2000); Influencing to Win (Darden, 2002); Accredited Mortgage Banker (MBA 2004 – 2006); Negotiation Skills (Harvard, 2007) Team Leader, Quality Control Department Dell Computer Corporation; Austin, Texas June 1985 - August 1987 EDUCATION: Arizona State University; Tempe, Arizona August 1987 - December 1989 Master of Science in Industrial Engineering University of Texas at Austin; Austin, Texas August 1981 - December 1984 Bachelor of Science in Mechanical Engineering