Tom Kleven

Current

VP, Legal & Compliance Communications Manager at Washington Mutual

Past

VP, Retail Banking Store Communications Manager at Washington Mutual
VP, Service Excellence Manager at Washington Mutual
VP, Enterprise Contact Center Communications, Policy, & Training at Washington Mutual

Senior Communications Analyst at Washington Mutual

see less...

1 more...

Education

California State University-Northridge

Recommended

6 people have recommended Tom

Connections

189 connections

Industry

Banking

Tom Kleven’s Summary

Experienced Communications Leader with prior experience in contact center, retail store, and Legal/Compliance environments for major financial services company:

- Managed operational communications and policy/procedure documentation for 4,000 seat contact center. Managed operational communication for 25,000 FTE retail store (branch) environment. Managed daily communication for 500 FTE Legal & Compliance Department.

- Experience with technical writing, senior manager communications, online manuals, and instructional design including Instructor-led Training (ILT) and eLearning.

Tom Kleven’s Specialties:

- Internal employee communication and online manuals.

- Technical writing, instructional design, and eLearning.

- Policy/procedure, product, and change management documentation, including service-to-sales transitions and mergers/acquisitions.

- System documentation for Siebel, eWorkforce Management (eWFM), Fidelity MSP, Hogan, Kana, FileNet, TSYS, Oblix, and Tandem.

Tom Kleven’s Experience

VP, Legal & Compliance Communications Manager

Washington Mutual

(Public Company; WM; Banking industry)

2009 — Present (less than a year)

Supported Chief Legal Officer's executive communication needs, Board of Directors preparation, and daily communication to Legal & Compliance staff.

Managed Legal & Compliance Intranet by publishing news stories, sharing General Counsel Roundtable news, and linking to internal resources.

Led Legal Billing Unit Integration project with JPMorgan Chase. Completed integration within four months, including process mapping, internal communication to attorneys, and external communication to law firms. Migrated from entirely paper-based billing process to eBilling system used by JPMorgan Chase.

Integrated Washington Mutual Legal Library with existing JPMorgan Chase library and negotiated cancellations/renewals with publishers based on reduced/relocated staff.
VP, Retail Banking Store Communications Manager

Washington Mutual

(Public Company; WM; Banking industry)

2006 — 2008 (2 years)

Comprehensive tactical and strategic communication delivered to over 25,000 Retail Banking branch employees handling customer sales and service, with very limited use of email ("Outlook Inbox belongs to the employee, not to us").

- Use Web 2.0 technologies (e.g., blogs, user-specific portal) to make communication simpler to find and read.

- "Headline-focused" writing style for today's busy audience to improve retention.

- Measure whether desired behavior change led to anticipated business results.
VP, Service Excellence Manager

Washington Mutual

(Public Company; WM; Banking industry)

2005 — 2006 (1 year)

Designed and delivered communication and reference material for the bank’s Executive Response Team. Managed policies for responding to executive-level, consumer advocacy, and regulator complaints/findings.

- Launched an internal knowledgebase for executive-level complaint call center using Microsoft SharePoint Portal technology.

- Created monthly report for the CEO, COO, and Board of Directors summarizing Voice of the Customer quality metrics and executive/regulator complaint volumes.

- Developed senior manager presentations for conference keynotes and other events.

- Completed Sarbanes-Oxley Management Assessment Program and Operating Effectiveness Testing for Service Excellence organization.

- Developed Executive Response Team’s communication plan for Pandemic Flu Planning Session.
VP, Enterprise Contact Center Communications, Policy, & Training

Washington Mutual

(Public Company; WM; Banking industry)

1999 — 2005 (6 years)

Create and deliver reference material (policy/procedure), daily communication, and training material (Instructor-led and Web-based) for 4,000 agents in multiple contact center sites.

- Deployed first Web-based online manual within company. Single portal for policy/procedure and communication. Removed official communication from email.

- Redesigned New Hire Training curriculum to introduce blended (ILT and WBT) learning. Reduced class time by 25% and delivered agents to production one week faster.

- Integrated support for multiple business lines (Retail Banking, Consumer Lending, Home Loans) into one online manual filtered by skill/call type.

- Created internal style guide that increased collaboration between writers and ensured consistent "voice" in communications and reference material.
Senior Communications Analyst

Washington Mutual

(Public Company; WM; Banking industry)

1996 — 1999 (3 years)

Responsible for designing reference material for contact center. Agent-facing documentation described policies and procedures, as well as system functionality.

In addition to a strong focus on technical writing, partnered with project and system managers to meet business objectives and timelines.

Tom Kleven’s Education

California State University-Northridge

Bachelors of Science , Finance

Activities and Societies:

- Phi Sigma Kappa
- Golden Key National Honor Society