Steven Herring
Details
Law
University of Cincinnati
1990 : 1994
Bachelor's degree
University of Cincinnati College of Law
1990 : 1994
Lake Forest High School
1986 : 1990
• Responsible for designing, building and managing Conduents enterprise security operations for delivery services of 6.6 billion in revenue, more than 8,500 clients in over 50 countries around the world supporting 1,200 outsourcing contracts delivered by over 4,000 employees.
• Tasked with leading the global program transforming client security and regulatory / compliance data protection efforts (protecting a revenue stream exceeding $5B). Additionally responsible for executing and supporting the compliance audit management activities across the client base and leading key areas of the global data center consolidation program.
• Requested by executive management and our board to complete an analysis over our IT data security controls and regulatory / compliance structure. Upon completion, the analysis and recommendations were shared with the Executive Management Team and Board who accepted the recommendations and requested that I lead the implementation of the solution.
(Previous Roles)
• Vice President – IT Enterprise Program Management Office
• Vice President – HRS IT & Operations Program Management Office
2016 : Present
Conduent
Vice President Information Security & Technology Operations
• Lead large BPO “lift and shift” or implementation projects across multiple service towers, business units and technologies.
• Capitalize on opportunities and manage risk.
• Lead Xerox’s new platform roll out of Life At Work across all clients.
• Lead the execution of Xerox’s mobile web platform and capability across client base.
• Manage effectively on a project basis across reporting lines regardless of dotted line, shared service, and straight line reporting relationships including work-at-home staff, contractor and international employees.
• Manage the development and execution of the organizational change and corporate vision for Life At Work
• Review analysis of activities, cost, operations, and forecast data to determine business unit progress toward stated goals and objectives.
• Participate in building BPO business cases and communicating value proposition to clients and internally.
• Select, develop, motivate, and deploy staff of highly competent executives, managerial, and professional employees to effectively support the functions of the divisions.
• Increase control and effectiveness of Xerox transition efforts globally through driving the development of SDM methodology to support complex transformation projects.
• Leveraging of Xerox group approaches where feasible and adapting group standards to specific global requirements (languages, countries, regulatory environments).
• Support commercial success of Xerox globally through participation in sales process, selling of Xerox transition approach and capabilities, development of transition approach and conducting final evaluation of transition approach including financial estimates.
• Ensure stable transitions on BPO Deals through staff planning and oversight of implementation coordination mechanisms to leverage experience and know-how across deals.
2011 : 2016
Xerox
Vice President, HR Transformation Executive
• Managed and implemented the roll out of a new client service delivery model.
• Managed and developed an approach to managing new client onboardings.
• Managed and led a team of Client Service Managers and Service Delivery Managers.
• Created strategies for proactively contacting our client base to confirm satisfaction and identify new opportunities
• Asssit our CSM's with client education for regulatory updates and new requirements.
• Resolve escalated issues and work jointly with management to approve write offs.
• Led client renegotiations and profitability analyses
• Monitor and act upon client satisfaction survey results
• Lead individual client satisfaction problem solving and improvement idea generation efforts
• Lead periodic (annual, etc.) reviews with clients
• Monitor and report on clients’ import activity (e.g., Brokerage spend, Top 5 Vendors/Commodities/HS, Refund Claims, Amend details, LAP’s, AR Aging, etc.)
2011 : 2011
Livingston International
Director, Client Service
• Managed all quality assurance programs for annual enrollment work for all fifty two clients.
• Overall responsibility for all offshore benefit operations and corresponding vendor governance.
• Managed all standards and compliance activities for the Employee Benefits Outsourcing group (SAS 70, SSAE16, electronic data compliance, OFAC, ERISA)
• Managed a team of senior programmering analysts & discovery consultants that specialize in high risk problems and projects.
• Tasked with re-looking at all offshore operations (including governance, costs, scope, expenses and contract) and creating a plan for a phase II offshoring effort.
• Responsible for the management of all operations for up to fifteen clients, with a total value of over 3 million dollars. Led and assisted on a number of implementations and new change request work.
• Managed and led all operations for the EBO call center for six months, staffing was in excess of a 100 employees with P&L responsibilities. Represented the call center in all sales presentations and scoped work.
• Selected by the head of EBO to develop a business plan for an offshore model and to begin a vendor selection. Presented the business plan to Executive Aon management which was approved to begin prior to the organization’s main offshoring effort.
• Developed, executed and managed a plan to offshore specific operations within the business units (HW, DB, DC) plan included (not limited to) :
* Full BPO scope of services.
* Processing mapping and documentation.
* Training program for onshore and offshore.
* Contract development and negotiations.
* All core prodcut technical connectivity
activities and business liaison.
• Led and managed the main offshoring operation for all lines of service to Infosys.
• The offshoring initiative led to over $1.5 million in overall cost savings.
2005 : 2011
Aon Hewitt
Vice President - Operations
• Directed and led a change management project across a large insurance broker.
• Specializing in optimizing and outsourcing business operations while improving costs and quality.
• Acted as a liaison for senior management between multiple projects and consulting firms for the organization
• Provided advice and guidance to senior executives on the direction of the project and worked with all levels of the organization to gain support for the project amongst key stake holders within the organization.
2005 : 2005
Keane
Business Solutions Manager – Operations
Skills
ADP, Benefits, Benefits Administration, BPO, Business Process Improvement, Call Center, Change Management, Coaching, Compensation, Employee Benefits, Employee Relations, Employment Law, HR Consulting, HRIS, HR Policies, HR Strategy, Human Capital Management, Leadership, Management, Mergers, Offshoring, Onboarding, Operations Management, Organizational Design, Outsourcing, Payroll, People Management, PeopleSoft, Performance Management, Process Engineering, Process Improvement, Program Management, Project Planning, Shared Services, Strategic Planning, Team Building, Team Leadership, Vendor Management, Vendor Relations, Workforce Planning
About
Successful Senior Executive with a proven track record of leading major transformations within the HR, IT and Security space with the ability to quickly assess situations, execute correction and bring immediate stability while developing and executing a long term plan. Expert in managing organizational and operational changes to achieve maximum results for any organization supporting any industry. Special expertise in turning around under-performing teams with the establishment of new operating models to improve both. Widely recognized by C-level executives, board members, professional peers and thought leaders for stabilizing failing programs, designing and overseeing critical high risk transformations, key organizational redesign, data security , process improvements, workforce planning and regulatory compliance.
- Accomplished Team Leader in designing, launching and updating large-scale solutions that underpin timely service delivery across multiple industry sectors – HR, Healthcare, Transactions, Payments, Telco, Finance, Transportation and Government.
- Career in building, managing and transforming global organizations, supervising employee sizes of 20 to 800, administering annual budgets of over $60M and supporting client security populations exceeding 200M users.
- Skillfully interacting with and supporting C-suite leaders, board members, multiple departments, vendors, government agencies, legal / regulatory / compliance entities and other key decision-makers.
- Adept at collecting, evaluating and applying performance analytics to address mission-critical problems, enhance business value and direct collaborative innovation through technology adoption and operational efficiencies.
- Results-oriented formation and delivery of results-oriented initiatives, C-suite dashboards and continuous improvement programs.
- Proven talents in controlling and reducing overall risk through cost avoidance, spend analysis, contract and security modeling, compressed implementations, crises management, deal negotiations, outsourcing and evaluating solution options.
- Intensive experience in all aspects of client management, including new business development, program operations integration initiatives and security platforms roll outs.
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