T.

Haenlein Rsum

THEODORE (Ted) HAENLEIN

King George, VA 22485 | C:540-273-9246 | thaenlein@gmail.com LinkedIn profile: http://www.linkedin.com/profile/edit?trk=nav_responsive_sub_nav_edit_profile#

Executive Summary
Award winning, results-focused senior Six Sigma Black Belt with significant experience in process management and improvement environments, including deep expertise in process, program, risk, change and project management disciplines. Consistently achieves significant business results in developing, delivering, and managing operations through process improvement planning, program coordination, operational risk reduction and cultivation of strong business relationships. Demonstrated track record of creating and implementing programs and long-term strategies aimed at organizational growth and enhancing customer relationships. High-energy contributor successful in building and motivating dynamic teams with intense focus on improving customer experience, reducing risk and compliance exposure and optimizing effective operational delivery processes.

Core Qualifications
Process Improvement & Management Customer & Change Management Matrixed Team Leadership Project & Program Implementation Process Modeling VISIO, Casewise, ARIS BPM, Lean, Six Sigma, ITIL, COBIT, CMM, Baldrige

Accomplishments
Business Process Improvement: Successfully implemented comprehensive integrated IT production support system ahead of schedule. Hard savings: reduced FTE LOE by 45%, Improved Quality: 52% reduction customer complaints, 87% reduction incident response time Implementation results won recognition as best-in-class within company; International ITIL Implementation Project of the Year; International Change Management Project of the Year Built and led process improvement team that delivered customer experience so profound that Net Customer Recommender Scores rose 68% as a result of improvement implementation Performed key performance and customer analytics: led team that drove significant international process integration results within 6 months of program start, Hard savings: reduced FTE level of effort (LOE) by 38%, Improved Quality: 63% reduction in customer complaints

Professional Experience
Director Risk and Process Management Consultants Capital One Financial Services Enterprise Process & Credit Card Division 2006 to Current Richmond, VA

Regarded as a premiere subject matter expert (SMEs) on business process management, 6 Sigma/Lean improvement; successfully leading various programs in the US, Canada and the UK. Deep expertise in integrating operational risk management with process optimization and business continuity management to improve customer experience, dramatically reduce regulatory compliance issues, reduce risk exposure and drive business process performance.

T. Haenlein Rsum
Successfully deployed business-wide innovative visual management and value stream strategy to ensure compliance to federal requirements . Created and executed plan to form new Risk Management team while successfully responding to multiple major operational risk reviews, compliance audits and end-to-end federal regulatory exams. Implemented internal review system for corporate Anti-Money Laundering (AML) compliance and monitoring of Regulatory Requirements (e.g., Enforcement Action) Critical operational processes received enterprise recognition for outstanding performance and efficiencies. Strategic business process improvement program utilizing all aspects of Lean methodologies resulted in 34% decrease in cycle time and 25% reduction in costs with resultant 58% improvement in customer satisfaction (CSAT) Associate development CSAT scores consistently at 95% approval rating; 80% of associates confirm realized value-add from BPM training; 50% reported better customer experience through application of training, 31% realized cycle time reduction. Risk & Compliance Management Metrics Dashboard achieved full operational readiness two months ahead of schedule. Designed and implemented Risk Management Benefit analysis system as lever for customer based Quality Business Reviews resulting in 15% reduction in level of effort. Designed and implemented Business Continuity Program data collection system - reduced FTE LOE by 25%.

Primerica Financial Services, King George VA: 2005 - 2006 District Manager Managed retail product and service delivery across all areas of life/health insurance portfolio, Long Term Care, full service mortgage and debt consolidation, legal retainer services, investments and variable annuities. Managed all aspects of retail sales administration including office staffing, training and regulatory compliance. Hired, trained and managed a team of 20+ sales representatives
Senior Program Manager Capital One Financial Services IT Division 2000 to 2005 Richmond, VA

Successful delivery of comprehensive, complex, cross organizational improvement program in IT support systems. As Program Manager deployed extensive competencies in ITIL, 6 Sigma, Lean Manufacturing, QA, BPR, Process Modeling (Casewise, VISIO), COBIT, IT Risk Management and IT solutions delivery & project management methodologies. Implementation results won recognition as: a) best-in-class within company; b) International ITIL Implementation Project of the Year; and c) International Change Management Project of the Year; Delivered design, development, and implementation and governance of the 12 new business processes in 9 months (ahead of schedule) Hard Dollar Savings -total spend on application support decreased by 45% FTE LOE in 1st 12 months Reduced Risk - the highly measured and controlled environment reduced the risk of IT not providing value back to the business. Commitments improved to being handled on time, within budget, and with high quality; 52% reduction in customer complaints, & 87% reduction in incident response time in 1st 18 months Improved Business Alignment - visibility of process performance enabled fact-based decision making leading to improved creditability within the business community as well as identification of global integration opportunity.. Global Integration Program - achieved major improvements in product/service delivery between UK and US Help Desk and Support systems through the global integration of 1st and 2nd level IT support and response systems; managed cross functional team of 25 in the US and the UK. Resulted in 18% reduction in FTE LOE and 41% reduction in incident response times over 1st 9 months or operations.

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Senior Program Manager and Consultant Strategic Analytics and Integration Company (SAIC) 1998 to 2000 Mclean, VA

Program Manager and Consultant: managed team of consultants supporting major US insurance company's SEI Capability Maturity Model (CMM) Level 3 Implementation and Change Management Program. CMM level 3 program completed on schedule with 35% reduction in FTE LOE and 65% improvement in employee engagement scores. Y2K Process Engineer/Risk Management Consultant: the Executive Office of the President of the United States. Perfect Y2K transition and implementation no incidents Top Secret Security Clearance

Military Experience
Active Duty Officer US Coast Guard, Washington, DC Top Secret Security Clearance

Contracting Officer, Successfully delivered over $200 MM in IT, electronic, and ship construction contracts on time and budget. Led a team of contract administrators through all aspects of contract life-cycle from issuance of the RFP through negotiations, to contract operations to final contract closeout to obtain the best price basis. Very familiar with the Federal Acquisition Regulations (FAR). Worked closely with Strategy Acquisitions Planning, Solutions Development, Legal and Operations to balance business risk and strategic necessity with completion of business arrangements in a timely fashion. Responsible for commercial and business issues during the estimation/exploration and contracting cycle as well as direct negotiation of contract provisions in a lead role. Lead role in strategy development and overall management of preparation and negotiation of certain contract schedules and RFP components (e.g., SLAs and Transition) and lead role in overall deal negotiation and structure. Director Third Party/Supplier Compliance Management Office Managed nationally based team of Supplier QA Managers overseeing 48 suppliers worth more than $600 MM in Coast Guard contracts, with demonstrated cost avoidances in excessive of $10MM per year for four year period.

Education
Master of Arts Mathematics and Teaching Bachelor of Science Ocean Engineering Tulane University New Orleans, LA US Coast Guard Academy New London , CT

Certifications
Government Financial Manager Lean Process Improvement Business Process Management PROSCI Change Manager Capability Maturity Model assessor Member Lean Enterprise Institute Member Change Management Assoc. ASQ Quality Manager ASQ Reliability Engineer ASQ Quality Engineer Six Sigma Black Belt Senior Examiner - Malcolm Baldrige NQA Member Project Manager Institute Member Process Excellence Network