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Summary

An experienced leader in global financial data, business operations, and platform management, overseeing a $100M business unit at ICE Data Services. Successfully managed the integration and expansion of acquisitions, leading teams focused on enterprise data feeds for fixed-income and equity services. Proven ability to establish strategic alliances internally and with clients to drive key business initiatives. Skilled in developing, motivating, and retaining high-performance teams in a fast-paced environment where quality and client satisfaction are paramount.

Accomplishments

Implemented multiple client portfolio applications across diverse markets, enhancing operational efficiency and expanding distribution channels for global fixed-income pricing within the scheduled timeline and under budget.

Spearheaded the development and management of the S&P Dow Jones Municipal Bond Index as a key member of a cross-divisional working committee, resulting in net assets connected to ETF offerings exceeding $4B.

Formulated product development specifications and user stories, optimizing communication and collaboration between business units and vendors. Removed impediments, analyzed market research, and incorporated stakeholder feedback to create a comprehensive product roadmap.

Pioneered the establishment of a 24/7 'follow the sun' customer support model for S&P Capital IQ's data feed products, leading to a significant improvement in client satisfaction from 85% to over 93% year over year.

Achieved a reduction of operational expenses by over $1M in two years through process redesign, consistently meeting or surpassing quality standards.

Developed critical Objectives and Key Results (OKRs) to monitor challenging and ambitious goals with measurable results, enhancing the overall efficiency of my team's performance and projects.

Successfully completed LEAN/Six Sigma training and implemented efficient practices, driving process improvement and enhancing product functionality.

Work experience

Vice President - Product Operations

February 2022March 2024
Moody's Corporation
  • Collaborate extensively with the Product Strategy Team to facilitate operational assistance to SaaS clients, ensuring they are prepared for new product launches and improvements to existing product suites.
  • Leverage comprehensive knowledge of go-to-market tactics and analytical skills to drive the successful launch of new products.
  • Create and execute operational support plans by monitoring product offerings and ensuring efficient customer success through triaging and resolving issues encountered promptly.
  • Implemented a novel and innovative approach to synthesize and track customer feedback across the various channels within the organization to identify feature and enhancement opportunities.
  • Develop, track, and improve the client communication process for new product offerings, feature enhancements, and incident management to provide a positive client experience.
  • Address significant crises impacting on-time product delivery through swift, precise, evidence-driven decision-making, and effective leadership.
  • Collaborate with Product Strategy, Application Development, Production Support, and Client Service utilizing strong interpersonal skills to assess client needs and then translate those into valuable and useful product enhancements.
  • Develop key product KPIs and track user usage across the platform to gain insight and an understanding of the functions and features providing the most value to our client base.
  • Utilized AI to analyze and improve product support procedures, increasing efficiency by 20%

  • Enhanced client experience by providing strategic operational assistance, resulting in a 25% reduction in client downtime and increased product utilization.
  • Monitored product offerings and efficiently triaged and rectified issues, leading to a 24-hour reduction in open ticket times and increased operational efficiency.
  • Created, recorded, and improved the client communication process for new product offerings, feature enhancements, and incident management boosting client satisfaction by over 25%.
  • Resolved major crises affecting timely product delivery through fast, accurate, fact-based decision-making and strategic judgment ensuring four-nines compliance.
  • Identified top-performing functions and features offering the most value to our client base by formulating key product KPIs and tracking user usage, leading to a 25% increase in client satisfaction and retention.
  • Drove a 15% boost in customer satisfaction ratings by spearheading the development of new product features in partnership with marketing, engineering, and design teams, leading to enhanced brand reputation and market competitiveness.
  • Boosted onboarding process efficiency by 20% by establishing performance indicators, leading to reduced onboarding time and increased overall productivity.
  • Implemented strong data governance via industry-standard methods.

Director - RPIE Services

April 2021February 2022
MGNY Consulting
  • Facilitated collaboration with cross-functional support teams to develop and implement enhancements to the Real Property Income and Expense product strategies increasing year-over-year revenue by 10%.
  • Worked closely with remote Applications Development team utilizing Agile methodology to quickly deploy product offerings that assist in client adoption and product improvement.
  • Demonstrated a high level of autonomy in managing relationships with key stakeholders in the dynamic environment of the commercial real estate market in New York City.
  • Enhanced customer loyalty by consistently building trust and understanding in the handling of client inquiries.
  • Created and implemented operational procedures workflows to improve internal processing and client support while increasing revenue and customer acquisition.
  •  Provided Real Property Income and Expense product support through managing operational support activities utilizing resources located in New York and Ukraine 
  • Developed and maintained relationships with new and existing clients to ensure product quality, client retention and customer satisfaction.

Director of Operations

March 2019April 2021
Boundless Impact Research & Analytics
  • Exemplified superior management level capabilities by overseeing day-to-day operations in the development of long-range plans, business goals, and growth objectives of the organization.
  • Demonstrated strong initiative by establishing new partnerships and expanding product offerings, boosting company market share.
  • Oversaw and helped build the company's staffing, operations, and infrastructure to scale the business by developing procedures, processes, and OKRs.
  • Implemented strategic initiatives with a sense of urgency to accelerate product growth and operational efficiency.
  • Demonstrated strong work ethic by effectively managing business operations and consistently meeting deadlines.
  • Helped define and track business development strategy, working in partnership with third-party vendors to improve and develop products and key strategic offerings.
  • Leveraged sensitive communication skills while coordinating technology partners in the creation and staging of the Boundless Data and Analytics Platform while managing the oversight and execution of our end products and platform performance.
  • Led cross-functional teams in the execution of project deliverables to drive global growth and operational excellence.

Vice President - Global Business Operations

January 2001December 2018
ICE Data Services' Securities Evaluations
  • Provided global management of staff including directors across three continents for all Securities Evaluations pricing and Enterprise Data feeds.
  • Established a 24/7 ‘follow the sun’ customer support model for Ice Data Services data feed products improving client satisfaction from 85% to over 93% YOY.
  • Defined integration strategy for Securities Evaluations $100M business with ICE Data Service's Pricing and Reference Data division to successfully combine book of business.
  • Migrated front-end software and back-end hardware of a key portfolio management application into ICE network and infrastructure on budget and on time.
  • Led customer communication and outreach of integration strategy for all master data feed products to ensure all legacy clients transferred successfully to new platforms.
  • Expanded existing product services through the launch of new enhancements and offerings, and periodic upgrade releases and managed the reconciliation process to ensure accuracy and efficiency of feed products.
  • Directed enterprise-wide business analysis, business process flow, and product development projects across multiple business units utilizing agile project management methodologies.
  • Strengthened ICE Data Services evaluated pricing business by spearheading the adoption, implementation, and execution of periodic SOC 1 Type II operational audit reviews.
  • Engaged government regulatory entities during periodic review cycles, and ensured adherence to internal compliance policies and with all regulations, recommendations, or findings.
  • Oversaw the improvement of the existing operations processes, enhancing coordination and cooperation between different teams in the Securities Evaluations division.
  • Leveraged personal accountability to improve operational efficiency by consistently monitoring and rectifying any discrepancies in financial data.

Education

Bachelor of Science |Finance

Fordham University