Alan Shaw

200 Village Lane Telephone: (678) 251-5230 Roswell E-mail: alanshawadp@gmail.comGeorgia, 30075 https://www.linkedin.com/in/alan-shaw-59b29b20

Senior Client Operations Manager

Business strategist and operations executive with notable accomplishments in operations and customer service, with global experience in England, and India.

Delivers exceptional Return on Invested Capital (ROIC) by communicating vision, optimizing processes, creating effective business models, acquiring resources, mobilizing teams, and managing to metrics.

Delivered national and international strategies by working across regions and business divisions. Responds to challenges with confidence and focus through expertise in the following core competencies:

Leadership Competencies

• Customer Service / Operations Delivery • Global Cross-Functional Leadership • Maximizing Business Alliances • Change Advocacy / Management • Resource Planning and Optimization • Organizational Process Improvement / KPIs • Policy / Procedural Development • Integrating Technology & Business Solutions • Statutory Compliance / Governance • Team Development / Deployment / Delegation

Professional Experience

ADP | Alpharetta, Georgia 2006 - PresentADP handles employer-related functions that require extensive processing, record keeping, technology and up-to-date best practices.

COS Operations Manager (2014 – Present)Provide leadership to teams both in the USA and India, driving global strategies and business model standards across four teams processing employee level paychecks.

Main duties include operational oversight of all day to day payroll production activities, payroll production and data maintenance, including the review and resolution of employee level paycheck issues, quarter and year end processing.

Took over 2 existing clients who were in a red status and considering leaving COS and transitioned them to a green status and who are now referenceable, delivering a $20 million ROIC.

Took on a new client being implemented into the COS environment, collaborated with internal teams to ensure the client transitioned to operations in a green and referenceable status.

Maintained 99% SLA performance for client base, generating $3.5 million in annual revenue. Manage payroll specialist teams with a total of over 20 direct report employees. Team development 80% of team members have been promoted either within my team or to another group

within ADP. Directed cross-functional leadership team to develop blended operations teams. Coached, mentored, and

developed teams on strategy and implemented new best practices to drive service delivery. Lead team developing and implementing an online Root Cause Analysis (RCA) process, resulting in an increase

in client satisfaction by 11%. Established an electronic accountability for each owner in each step of the process which electronically moves on to the next owner when a step is completed. The final step was to ensure that the actions agreed to in the RCA were put in place.

Increased client satisfaction by 13% by leading a Kaisan to change the process for call center dispatch of tier 2 issues that could not be resolved by the call center, from an average of 6 days to 1 day.

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COS Service Delivery Manager (2006 - 2014)Provided line management responsibility for the payroll service delivery team, and matrix accountability for functional areas providing service to the client.

Main duties include managing escalated matters and work with internal and external parties to bring issues to resolution, manage strategic client relationship by working closely with the internal and external management, to ensure strategic matters are addressed and resolved in a timely manner. Prepare, facilitate and present review sessions with the client to assess performance metrics, trending and project updates.

Developed client relationships moving clients from a situation of conflict to one of collaboration where we work together to identify issues and meet committed agreements for resolution.

Moved from a situation where the customer saw a divided company with multiple silos at odds with each other, each attempting to provide the best solution, to where the customer understood that ADP was made up of multiple teams however each are cohesively working together to provide a comprehensive solution.

Developed a relationship with the client from a situation of conflict to one of working together to identify issues and meet committed agreements for resolution. The client is now an advocate of ADP and is now a reference company.

Developed and managed on-budget, within scope, and on-time implementation of a fully integrated, enterprise-wide client issue reporting solution for COS.

Created a reporting structure and process to be used across all COS clients for projects, to address client’s needs to (1) have a clear understanding at what phase a project is at (2) understand at point of the project process are causing delays in completing a project on time (3) providing a SLA for each project. I created a simple easy to use visual process that provided project price increase to ADP for client failures and client credits for ADP failures.

Built an enterprise wide rolling 2 year client specific visual roadmap, to clearly identify ADP enhancements, initiatives, upgrades, and projects, against client initiatives and projects. This ensure that there are no clashes in workflow and availability for ADP and the client, and promotes a visual storyboard of achievements by ADP over the lifecycle of the contract.

Directed more than 15 cross-functional major enhancement/upgrade projects with 100% on-time delivery, and less than 4% budget variance.

Collaborated in startup of newly acquired clients across the USA generating $8 million in revenue. Facilitated development of new business processes, policies, and systems requirements needed to maintain

business continuity and growth.

EDS | Alpharetta, GA 1997 to 2006EDS provides a broad portfolio of business and technology solutions to help its clients improve their business performance.

Customer Delivery Executive (1999 - 2006)The WorldCom IT infrastructure was outsourced to EDS in 1999; I developed and managed multiple small accounts (annual revenue of $ 0.5 million to $1million). With the outsourcing of all voice and data responsibility for Bank of America Company to EDS in 2003, I joined the Voice Tower leadership team to manage the Standard Voice Group. I had full P&L responsibility for the group, managing an annual budget of $52million, and 80 leveraged and 10 direct staff. Key activities included providing support to over 1,600 bank locations throughout the USA. I was also responsible for productivity improvements to reduce cost and improve service to the customer. In 2005 I was made responsible for the inventory and asset management for the voice tower, using SAP, Integrated Workflow and Propriety Software. The key activities were to validate the entire voice inventory to be able to quantify in a repeatable process all of the assets being charged to the bank.

Created a 4-hour laptop exchange program for 12,000 sales staff traveling throughout the USA; developed a strategic relationship with Compaq and FedEx to create a 4-hour exchange program resulting in a 35% reduction in cost of maintenance and a 17% improvement in client satisfaction.

Implemented a program for managing inventory to ensure a continuous supply of laptops consistent with the 4-hour exchange program.

Used Customer Relationship Management practices to transform the existing method of billing the customer, to a solution, which billed by usage. This allowed the customer to reduce their costs by 18% while EDS maintained existing margin.

I used SAP to manage resources, support faster and more accurate decision making to expand activities and objectives.

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I developed and Integrated Workflow to manage the assets, services and end user cost center information for chargeback to the client.

Balanced the budget for the Standard Voice Group by reviewing and changing existing practices and procedures.

Created a program of productivity improvement within the team to review PBX leases and purchase any out of date leases, resulting in $1.5 million annual savings. This was then expanded to an account wide program with $3 million in annual savings.

Used Six Sigma methodology, focusing on process improvement, and built a relationship with the vendors for them to become part of the productivity improvement team, resulting in vendor cost avoidance initiatives.

Developed customer relations with the Bank of America Governance Team to develop a continuous improvement process, with $2.3 million in savings in the first year.

Developed and fostered a team relationship with the client by bringing the customer into discussions at an early stage of the change process. This resulted in improved consensus and faster decision making when presenting updates and progress to executives.

Worldcom | Client Account Manager (1998 – 1999)Following the merger of MCI and WorldCom companies in 1998 I managed a sales technology solution to provide all sales staff a continuous level of service throughout the USA.

MCI | Client Account Manager (1997 – 1998)Working for MCI, I was transferred to the USA from England in 1997 to consolidate and streamline business practices of its many varied internal departments; into a single source solution for the purchase and maintenance of computer equipment.

Additional Professional History – United Kingdom

1995 - 1997 Systemhouse (taken over by MCI) – Regional Service Manager.With my success in account management and vendor relations I was promoted to service manager and then to regional service manager, responsible for all computer maintenance operations in the south of England.

1991 - 1995 Ram computers (taken over by Systemhouse) – Maintenance Sales & Account Manager.Joined the company as part of the sales team, selling PC maintenance, I sold the company’s largest single maintenance contract, and moved into account management to develop the account.

1985 - 1991 Applied Micros – Computer Field Service Supervisor.Started as a field service technician, I was promoted to supervisor responsible for the day-to-day assignment of 5 field technicians.

1981 - 1985 International Computers Limited – Apprenticeship Computer Maintenance.Apprenticeship designed around all aspects of computer maintenance and service.

Education & Credentials: Stevenage University – Stevenage, England City & Guilds in Computer Science 4-Year Computer Maintenance Apprenticeship – International Computers Limited (ICL) – Letchworth England USA Permanent Resident Card (Green Card) holder

References: Professional – Adrienne Silva - Client Account Executive, ADP COS Personal – Richard Thorne - Senior Vice President, Kimberly Clarke Professional Personal – Rodney Caines – Channel Account Manager, Talari Networks

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