LEIGH RICHARDSON
1 Harrison Avenue 203/482-8622
Norwalk, CT 06851
Executive Management * Outsourcing / Business Development
PROFILE
High-caliber and seasoned leadership experience as an Account Champion,
Engagement Leader, Change Agent, and Outsourcing Entrepreneur in client services,
ERP implementation, process design, quality assurance, and new business
development in deadline-driven environments for leading global businesses in
different industries and government sectors.
Results-driven manager and cross-discipline team leader in all aspects of
the business growth process, including competitive analysis, brand positioning,
resource allocation, requirements identification, outsourcing, sales support, and
customer relationship building, for Fortune 500 customers.
Innovative development and implementation of successful product
introduction and high-impact business plans with a visionary approach; ensure
delivery of high-growth revenue results and corporate management tools.
Effective hiring, management, deployment, and development of top-notch
talent at staff and field levels; motivation of teams to achieve top performance,
penetrate competitive markets, maintain peak quality service, and meet aggressive
business objectives.
Multi-tasking talents in team building, organization, needs analysis,
process improvements, and attention to detail in time-sensitive situations
Extensive application and program design background in such industry
segments as outsourcing, HR/benefits administration, consulting, and payroll
processing in multi-industry niches including private and government sectors.
Experienced in implementation and operations of SAP, Oracle, and PeopleSoft
ERP solutions integrated with call center CRM products such as Siebel and Remedy
Diverse exposure to cross-cultural practices and international business
protocols, particularly in Asia Pacific, India, Europe, and North America.
AREAS OF EXPERTISE
Service Strategies Relationship Building Cost Controls Profit
Optimization Team Leadership Customer Loyalty Stakeholder
Communications Project Accountability Process Improvements
EXPERIENCE
Accenture, Hartford, CT 2004 * 2008
Senior Executive/Managing Account Director
Built and led a team of account directors in providing HR Business Process
Outsourcing services to a demanding clientele. Utilized expertise in sales
initiatives, project budgets, cost controls, executive reporting, and customer
satisfaction. Primary point of contact for enterprise-wide troubleshooting and
problem resolution for a diverse account base including TSA, Levi Strauss & Co.,
Bristol-Myers Squibb, Hexion, and New Page.
Executed the turnaround of a full-service outsourced operation in only six
months for Best Buy on an Oracle platform, representing a seven-year contract
worth over $100 million in HR services.
Managed the first two years of this outsourced deal and launched a 60%+
migration of services off-shore to Bangalore, India.
Coordinated the Unilever Americas account and established standard delivery
services on a PeopleSoft platform with centers in San Antonio and Bangalore.
Recognized by the HROA as building the best Large Market Client
Relationship of the Year with Kimberly-Clark in 2008 with services delivered on
SAP via centers in San Antonio and Mumbai.
Earned a reputation for creative leadership, staff mentoring, quality
assurance, resource allocation, and cross-functional team leadership.
Participated in The Conference Board Six Sigma Council sharing leading edge
concepts with the US Army, 3M, Bank of America, DuPont, and others
LEIGH RICHARDSON Page Two
ADP/ProBusiness, Pleasanton, CA 2000 * 2004
Vice President * Professional Services
Managed all aspects of service implementation (process development,
organizational improvements, client satisfaction, and personnel supervision) for
this division of a global outsourcing provider with $180 million in annual
revenue. Deployed expertise in the complete consultative sales and project
portfolio management process to support Managed Payroll, HR, Tax, and Benefits
Administration.
Earned the Best Manager Award from the ADP/ProBusiness Division.
Expanded the divisional HRO client base by 400% and decreased client cost
of acquisition by 50%.
Consolidated three organization 's resources into one and reduced
management overhead by 60%.
Instituted standard implementation methodologies, PMO, plans, and metrics
decreasing roll-out costs by 40%.
IBM Corporation, Southbury, CT 1985 * 2000
Solution Delivery Manager * Employee Services, 1997-2000
Transferred to this position and directed a solution development and
implementation team to provide an integrated HR/benefits call center operation
with transaction environmental services outsourced to the IBM Raleigh Call Center
and primarily responsible for the Department of Veterans Affairs account in
Washington D. C.
Generated $45 million in new revenue at a 35% margin in the private sector
and $60 million at an excess of 40% in the government sector.
Managed 7 vendors for the Department of Veterans Affairs covering Payroll,
Benefits, HR Transactions in accordance with government regulations and OPM
yielding an in-sourced center in Topeka, KS.
Direct advisor to Associate Deputy Secretary of the VA with client
management responsibility
Succeeded in delivering comprehensive solutions under budget for such
clients as National City Corporation, Warner-Lambert, PECO Energy, Department of
Veteran Affairs, and others.
Achieved such positives for clients as large-scale HR/benefits services
cost reductions, improved services for clients, and standardization of operating
policies and procedures.
Program Manager, 1996-1997
Sold and marketed cutting-edge technology offerings to the Lockheed Martin
account.
Presented a detailed proposal and closed a deal worth $96 million for a SAP
implementation engagement.
Finance & Planning Reengineering Consultant, 1993-1996
Specially chosen for assignment, living in Tokyo, to form and lead a team of 50
developers in re-engineering all accounting and financial planning functions for
IBM Japan and IBM Korea by rolling out a financial data warehouse and
client/server toolset. Deployed expertise in the entire project lifecycle, from
initial concept to final delivery.
Delivered $15 million in cost savings each year, while reducing cycle time
by 400%.
Customer Relations Manager, 1991-1993
Coordinated the marketing and support of Business Event application and process
improvement techniques for a global portfolio of financial and accounting
clients.
Decreased acquisition costs for business requirements by 35% and headcount
by up to 70% through extensive process engineering.
Deployed to a 3.5 year foreign assignment with IBM Japan to perform
reengineering analysis and roll-out.
Previous Background:
- Enabled IBM to save $25 million each year by identifying and resolving
complex time and labor problems with a group of 14 international subcontractors.
- Effectively decreased application maintenance costs by 26% with new and
streamlined system design process.
- Led a team in the successful installation of 2,900 PCs and organized a PC
support line and tracking system, resulting in 65% better customer response
times.
EDUCATION
New Hampshire College, Manchester, NH 1986
B.S. Degree in Management Information Systems; Dean 's List.
TECHNICAL BACKGROUND
- Certified as an IBM Architect and in Rapid Implementation Methodology.
- Fully familiar with SAP, Oracle, PeopleSoft, WebSphere, Object-Oriented
Programming, PL/1, ISPF, REXX, LAN, TCP/IP, Hyperion, Essbase, Gane & Sarson
Analysis, Bachman, MS Office Suite, and related packages.
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