Matthew Thalken
Control Officer
Summary
" Skill Set
≡ LEAN Six Sigma Green Belt ≡ Strategic Planning
≡ Risk and Control Self-Assessment ≡ Quality and Control Design
≡ Actionable Analysis ≡ Marketing / Client Development
≡ PL Management ≡ Operations Change Management
≡ Operational Accountability Models ≡ Product Development
" Impacts
• Designed and implemented a scalable, regulatory focused procedure review, storage and change-control solution for hundreds of card issuers.
• Developed a global consumer complaints tracking and reporting system for several business units within one of three First Data verticals.
• Continually implementing technological and human-factor business controls on behalf of credit, debit, and prepaid card issuers with an eye for consistency and best practice.
• Instrumental role with Atlanta based system's 5-year Healthcare Enterprise Labor Management project which recognized $6.3MM in ROI in year one.
• Developed Avantas Analytics and Consulting product introducing scalable, repeatable analysis solutions and operational development guides.
• Repeated success stepping up and taking control of 'Code-Red' projects, regulatory inquiries, and client service situations.
Experience
Director, Control Officer
First Data / Omaha, Ne
Lead operations, technical, and training teams to tackle compliance efforts. Primary focus on designing and implementing internal controls, policies, and procedures to assure compliance with applicable laws and regulations for global settlements, consumer disputes, and fraud services.
• Manage RCSA, regulatory, and compliance initiatives, responding to information requests from appropriate authorities.
• Control oversight of over 450 global staff, as a core member of a 14-person leadership team, in global service delivery while directly overseeing quality and control for hundreds of global card issuers.
• Ongoing efforts to improve operational and technological controls via training, reporting, analytics, technology enhancements, and business sustainability reviews.
• Head of 12-member quality team to develop a consistent quality process for several processing platforms and over 300 front-line agents including policies, procedures, reporting, and a new accountability model.
• Frequently building consensus amongst issuers, compliance and legal partners to implement best practices in operations & cardholder interaction.
Director, Client Operations
Avantas
Led a team of analysts, healthcare staffing experts, and support personnel providing operational expertise to healthcare enterprises through proven staffing strategies, industry leading analytics, and operational best-practice focused SaaS utilization.
• Managed scalable, 24x7 software support and staffing teams for Avantas and the Alegent Creighton Health nursing staff of over 1,600 with exemplary SLA adherence and customer satisfaction.
• Business Intelligence champion for the organization leading analysts to develop research and products while consulting insight from big-data-sets containing payroll, HRIS, and patient demand data to drive our market position in thought leadership and new product development.
• Developed methodologies and materials to re-purpose internal processes for use in consulting engagements with other systems, including development of guides for building centralized staffing operations and adding flexibility to hospital enterprise's staffing layers.
Operations Manager
West Asset Management
Peer Endorsements (LinkedIn)
Managed quality and quantity of operational efforts along with a team of 6
supervisors and their staff of over 100. Ensured competitive and fiscal
performance while providing ongoing career development coaching.
• Successful rescue of a critical client project annually valued at over $3MM
through analytics, operational retooling, and clear daily communication with the client while delivering consistent, competitive performance.
• Lead design, development, and deployment activities of Estate Search
product which automated web, mail, and call center workflows for probate
search and creditor claims filing in over 3,000 US counties - limiting service- line regulatory risk and providing an efficient solution to the business and
our clients for sustainable operations with different pricing models.
References are available via LinkedIn or upon request.
Education
Bellevue University
B.S., Project Management
2010 - 2013 Bellevue University
B.S. Project Management
Aveta Business Institute
, Design for Six Sigma and Six Sigma Green Belt Certifications
2009 Aveta Business Institute
Lean Six Sigma, Design for Six Sigma and Six Sigma Green Belt Certifications
Skills
