Keith Douglas
Assistant Vice President, Senior Operations Consultant @Bank of America
Signup · Get unlimited contacts
WORK HISTORY
Assistant Vice President, Senior Operations Consultant @Bank of America
Responsible for large, complex projects for a complete line of business (approximately 1500 FTE) that is regional, national, & international in scope. Recommends policy and procedural changes. Develops measurement criteria and project plans including cost and resource estimates. Consults with senior management in evaluating current methods and developing strategies to implement changes and improvements brought about by the project.• Implemented monthly business review template to transition from quarterly reviews across LOB• Delivered SLT capacity planning presentation, supporting strategic decisions for ~1,500 FTE across multiple teams.• Optimized customer service schedules, reducing idle time and improving coverage by ~10%.• Conducted Fraud time study, identifying surplus capacity (13 FTE vs. 5 FTE demand), which will avoid hiring additional FTE and save an estimated $500K annually.• Updated one team’s capacity model, reducing projected demand from 18 FTE to 15 FTE, improving accuracy by ~17%.• Validated Other Time Reporting within capacity model, confirming accuracy within ±2% variance and shared insights with SLT.• Produced executive-level Sabbatical time summary, identifying peak periods and enabling better workforce planning for ~300 employees.• Designed and implemented two task-related capacity plans (Business Controls and Sanctions Filter), covering ~50 FTE• Increased LOB capacity model coverage from 75% to 80%, adding ~150 FTE under structured planning, reducing forecasting gaps.• Enhanced capacity model documentation with Table of Contents and embedded links, reducing potential audit review time by ~25%.• Implemented approval process for LOB quarterly/financial reviews• Sent >50 Global Recognition eCards, ranking in the top tier of Global Operations contributors
EDUCATION
James Madison University
Bachelor of Business Administration - BBA, Business Administration and Management, General
SKILLS
ABOUT KEITH DOUGLAS
Professional maturity & articulate enough to effectively interface with senior management• Experience developing and executing communication strategies (both written communication and oral)• Call Center Operations/Contact Center Management• Process Improvement & Process Changes• Team Leadership / Building• Microsoft Office (Word, Excel, Outlook, PowerPoint, SharePoint, Dropbox, Salesforce)• Training• Data Analysis, familiarity with Tableau• Remote work• Strategic Planning / Staffing Forecasting Modeling experience• Strong problem solving skills with ability to collaborate with all levels• Ability to meet tight deadlines and deliver a high quality experience• Superior organizational skills, creativity and attention to detail• Strong consultative, and collaboration skills ensuring client needs are fully met• Policy & Procedure writing experience• Telephony - Vonage, inContact/NICE, Salesforce• Workforce Mgmt - Noble & Verint Monet• Zoom, Slack, Teams proficiency
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.