Heath Verburg

Current

Project Manager at Citizens Financial Group

Past

Operations Project Consultant (Project Manager) at Bank of America
Process Design Consultant (Project Manager) at Bank of America
Senior Project Analyst / Six Sigma at Fleet Bank

Operations Manager at Fleet Bank

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Education

The University of Connecticut
Syracuse University

Recommended

1 person has recommended Heath

Connections

70 connections

Industry

Banking

Websites

Heath Verburg’s Summary

Project Management experience in claim processing, call center monitoring & technology infrastructure. Currently supporting Basel II initiatives. Prior operations management experience in claim processing. SixSigma Green Belt certified by Bank of America.

Heath Verburg’s Experience

Project Manager

Citizens Financial Group

(Public Company; Banking industry)

September 2006 — Present (3 years 3 months)

I work in the Basel II Project Management Office, supporting multiple projects for Treasury Operations and the Risk Data Platform group.
Operations Project Consultant (Project Manager)

Bank of America

(Public Company; Banking industry)

April 2005 — July 2006 (1 year 4 months)

I served as a Project Manger within the Business Performance Management department. I managed a cross-functional team responsible for expanding the breadth and depth of the call center quality monitoring program across the Bank’s Customer Service & Support line of business. Responsibilities included the coordination of training, policy/procedure and communication support for hardware and software upgrades for the application used to record customer interactions with the call centers; creating and presenting project status reports and summaries to senior leadership and project governance; assisting with the preparation of funding requests, both initial and incremental; maintaining all project documentation, including timelines, budgets, and document repositories; and, scheduling and hosting project meetings and capturing minutes and action items.
Process Design Consultant (Project Manager)

Bank of America

(Public Company; Banking industry)

March 2004 — April 2005 (1 year 2 months)

I served as a Project Manager on the Resolution Services Transition Team, responsible for the transition project for Specialized Services. This group provided customer service for ATM and Debit Card claims. I was directly involved in project planning, risk & impact assessment, and site selection for the purpose of building a new call center unit. Evaluated multiple site alternatives, and presented viable, ranked sites, with recommendations, to business executives for selection. Worked with various business partners; including technology (telephony & computer), Operational Stability Management, Call Delivery, and various third-party vendors; to reconfigure workstations, provide voice and data wiring, PCs, phones, reader boards, and other hardware and software necessary for running a call center of 100 associates.
Senior Project Analyst / Six Sigma

Fleet Bank

(Public Company; Banking industry)

July 2003 — March 2004 (9 months)

I was a Project Manager on the Continuous Improvement team while participating in Six Sigma training. I successfully completed one project during that time, resulting in Green Belt certification:
• Pin Mailer and Mail Intercept Fraud Reduction: Investigated increased volume of PIN Mailers and the correlation of that increase to an increase in mail intercept fraud on the ATM & Debit Card products. Implementation of identified improvements resulted in hard dollar cost reduction of approximately $150K annually in postage costs, and an estimated $165K annually in loss avoidance due to an expectation of a reduction in the volume of mail intercept fraud claims.
Operations Manager

Fleet Bank

(Public Company; Banking industry)

May 1997 — July 2003 (6 years 3 months)

I managed the Quality Control & Customer Service unit within ATM/Debit Card Claim Operations. The unit was created in May, 1997, and under my leadership, grew from 2 associates to a total of 7. The group was responsible for resolving escalated customer service issues and disputes. My responsibilities included managing the division’s relationship and interaction with Telephone Banking; resolving OCC, legal and Executive complaints/inquiries; monitoring and correcting claim initiation errors in a proactive manor; managing process improvement projects related to the end-to-end process (claim entry through investigation and resolution and/or reconsideration).

Heath Verburg’s Education

The University of Connecticut

Masters , Public Administration / Policy Research & Analysis , 1993 — 1995
Syracuse University

BA , Political Science , 1989 — 1993

Activities and Societies:

Kappa Kappa Psi, Marching Band, Sour Sitrus Society (Basketball Pep Band)

Additional Information

Heath Verburg’s Websites:

Heath Verburg’s Interests:

organizational development, Six Sigma for transactional environments, digital photography, community theater, professional networking, international travel, gourmet cooking, reading novels, collecting rare & antique books, movies, project management, business analysis