RESUME

Chris Niccolls

cniccolls@aol.com | http://www.niccollsanddimes.com | linkedin.com/in/chrisniccolls

 

Summary: 25 years of experience in corporate support operations, IT and project management.Worked in some of the world’s largest Investment Banking, Insurance, Legal and Outsourcing firms.

Objective: Seeking a position in operations to leverage prior experience in developing or
improving support services, and elevating customer satisfaction.

Skills:
 Reengineering                   Process Tracking & Improvement       Project Management
 Report Development        Project Management                              Documentation
 Outsourcing                       Vendor Negotiations                               Automation
 Relationship Building      Team Mentoring                                      RFP/SOW/Contracts

Experience:
June 2015 – Current    NICCOLLS AND DIMES Founder               Private Consulting firm
 Developed market research, business plan, and launch strategy for new B2B Outsourcing product (Standard & Poors: Capital IQ)
 Wrote BPO, Project Management & Automation articles for About.com (New York Times affiliate) and Outsourcing Magazine
 Served on Outsourcing and Automation Panels for Athenium Partners, reviewing client marketing automation plan
 Analyzed and adapted GOP mailing database for a fundraising project supporting not-for-profit work for endangered species
 Developing Automation/AI solutions for MIFID II, Equity Research, and reporting functions in financial firms

Oct. 2013 – May 2015   METLIFE INSURANCE Dir. of Efficiency     Top 3 Life Insurance
 Managed monthly meetings, presented cost trends, and updates stakeholders on vendor budgets ($20 million)
 Standardized operational reporting for internal and external data systems, reduced downtime by 50%
 Liaison to corporate Procurement, IT and all Direct Business outsourcing vendors
 Developed KPI’s, process maps, RACI’s and other tools to track progress on project initiatives
 Reviewed and documented Underwriter processes, worked with automation vendors (Swiss Re and Mangum)

Feb 2011 – Sept 2013     NICCOLLS AND DIMES Founder                         Private Consulting
Please see current entry for details of responsibilities and accomplishments.
Nov 2006 – Jan 2011 INTEGREON Senior VP, Implementation  Global BPO & LPO
 Developed implementation and liaison team (AIPM), managed account relationships with clients, responded to RFPs
 Introduced global Project Management, Six Sigma culture, and continuous improvement into operations
 Unified global document production process, work standards and KPI for US, India, Philippines and UK operations
 Worked with corporate executives to analyze service delivery and develop higher efficiency and higher satisfaction services
 Participated in four M&A deals, providing operation analysis of the acquisition targets and post-merger operations plan

Jul 1999 – Oct 2006 BEAR STEARNS & CO. Managing Director, IB Ops         I-Bank
 Developed and managed global support infrastructure for 1,000 Investment Bankers
 Mentored 12 direct reports, managed 400 on and offshore staff positions and controlled a budget of $50 million
 Reduced document center costs by 50% ($10 million), market data by $2 million, car service by $1 million
 Implemented multiple offshore programs supporting documents, research, library functions and secretarial functions
 Led change management, unified branch services into a single, global support group, with standard positions and work rules
 Unified vendor meeting process, liaison to corporate services – IT, HR, Legal, Compliance, Procurement, and Corporate security

May 1994 – Jun 1999 BEAR STEARNS & CO. Mgr. Tech Services, IB           I-Bank
 Developed IB support group to manage specialty technology developed and implemented in Investment Banking
 Implemented and customized department-wide document management system, in multiple offices
 Established and participated in Investment Banking Steering Committee, serving as liaison between IT and IB
 Investment Banking liaison to McKinsey & Company, for enterprise-wide analysis of operational efficiency

Mar 1992 – May 1994 BEAR STEARNS & CO. Support Manager, IT            I-Bank
 Implemented and customized department-wide document management system, in central and regional offices
 Collaborated with Procurement to develop standards and purchase PC and Apple based hardware / software ($15 million annually)
 Tested, procured and implemented CRM, Market Data services, email, automated faxing, and other enterprise IT systems
 Worked on the help desk support staff team, managing level 1/level 2 support calls

Apr 1989 – Jun 1991 AMERICAN BOOKSELLERS ASSOC. MIS Manager     Trade Assoc.
 Developed MIS department, updated corporate IT systems by replacing high-cost proprietary system with PC Network
 Upgraded and managed on-site registration system for the annual on-site conference (over 50,000 attendees)
 Managed and expanded the member mailing list generation service, for this national trade association

Jun 1987 – Apr 1989 GAVIN ANDERSON & COMPANY Dir. Research & IT  PR/IR Agency
 Managed research library and IT group, with a staff of two, supporting 70 professionals in this Investor and Public Relations firm
 Developed and maintained database of Australian and British ADR’s, conducted annual surveys of ADR holders
 Upgraded PBX and VMS-based document processing systems in NYC, London, Sydney, Hong Kong and Tokyo offices

Sep 1981 – May 1987 NEW YORK INTERFACE PROJECT Project Director   Research
 Analyzed trends and developed financial models for employment and education in NYC as well as national studies
 Produced 20 analytic research reports of government-funded programs and recommendations to influence government policy
 Developed and performed surveys as well as creating data collection tools

 

Publications

 “The New Job Market”, 5/5/2016                                                                                            Niccolls and Dimes
 “The Robot Revolution On Speed: Too Late To Turn Back!”, 4/4/2016                       Niccolls and Dimes
 “How The Outsourcing Engine Will Change The World”, 1/25/2016                           Niccolls and Dimes
 “Robot Reviews: Robots In Writing And Publishing”, 6/29/2015                                  Niccolls and Dimes
 “Is Quality Control A Waste Of Time?”, 4/28/2011                                                            About.com
 “Back To the Future… Of Outsourcing” , 9/30/2017                                                          Outsource Magazine
 “The Golden Age Of Outsourcing”, 8/12/2017                                                                     Outsource Magazine
 “The Future Of Retail Outsourcing: Amazon Versus Walmart”, 3/28/2017               Outsource Magazine
 “8 Outsourcing Lessons From Indiana’s Largest Failed Outsourcing”, 11/23/2016 The Balance
 “How To Develop A Plan For Outsourcing”, 8/6/2016                                                        The Balance
 “Genius PMO: Make Every Project Manager A Genius (Part I)”, 11/29/2011              About.com
 “Genius PMO: Tracking A Project’s Financial Benefit Is Pure Genius”, 12/4/2011   About.com
 “Law Firms Get An ‘F’ For Document Review!”, 5/22/13                                                  About.com
 “How Much Can You Save With TAR Reviews”, 5/6/13                                                      About.com
 “National Insecurity On Your Desktop”, 5/21/2017                                                            And Magazine
 “Everyone Is Hacked”, 12/21/2016                                                                                           And Magazine

 

Education

Queens College-CUNY                                                                     New York, New York
Bachelor of Arts, Political Science

Aveta Business Institute                                                                Cranberry Township, Penn  Six Sigma Black Belt

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