Marc Heitzman

About Marc Heitzman

Senior Operations Leader with 20 years experience leading large, domestic and international teams in the areas of operations, risk management, fraud, compliance, customer service & support, sales, finance, technology and project management. Leadership and accountability for annual budgets exceeding $160MM and personnel. Significant experience setting strategy, innovating new systems, and establishing best practices for large, multi-site, domestic and offshore operations. Define desired metrics, reengineer processes, and identify the necessary improvements across quality, productivity, and customer satisfaction to achieve sustainable performance gains. Foster a culture of coaching and employee development, imparting the importance of clearly defined processes, expectations, and performance goals in supporting achievement of enterprise initiatives. Lead numerous cross-functional initiatives spanning regulatory, on-line, telephone banking, risk, international, and affluent channels.

Experience

1. Operations Director

   TELUS Digital

   Sep 2016 — Present · Las Vegas, NV, US

   Overall leadership and accountability for team members supporting multi-channel service delivery for organizations such as Google, American Express, Audible, 23andme and Federal Express. Strong focus on executive client relationships and customer experience fostered through team member development and coaching, best practice sharing across a diverse set of industries, defined measures of success, scorecards and creation of a culture that valued teamwork and recognition.

Education

• The University of Texas at Arlington

  BBA, Management

• University of North Texas

  MBA, Marketing

Skills

• Call Center
• Customer Service
• Business Analysis
• Change Management
• Sales
• Cross-Functional Team Leadership
• Budgets
• Strategy
• Portfolio Management
• Commercial Banking
• Project Management
• Financial Services
• Process Improvement
• Leadership
• Program Management
• Telecommunications
• Strategic Planning
• Retail Banking
• Analysis
• Finance
• Banking
• Management
• Vendor Management
• Financial Risk
• Team Building
• Operations Management
• Risk Management
• Call Centers
• Management Consulting
• Financial Analysis
• Operational Risk
• Sales Management