Recovery Manager Resume Sample
Henriette Goyette
31197 Kobe Row,
San Francisco,
CA
+1 (555) 250 8383
Work Experience
Recovery Manager
09/2017
-
PRESENT
San Francisco, CA
- Validation of Incident Impact and declaration of P1S1’s (Major Incidents) where criteria is met or leadership escalation made
- Coordination of complex time critical technical issues acting as an escalation point to expedite service restoration
- Chair conference calls with P1SX Resolution Team maintaining a sense of urgency throughout
- Identification of appropriate recovery actions, agreeing timelines and holding teams accountable for meeting agreed targets escalating when appropriate
- Communicate throughout P1SX using appropriate channels articulately expressing all key information to stakeholders
- Extraordinary ability to motivate all levels of staff
- The ability to work independently to develop processes to reach maximum efficiencies
- A working knowledge of the sales process in new client formation
- Provide management and oversight of service restoration processes across multiple business and operational functions to actively govern the performance of product and application support efforts
Service Recovery Manager
02/2015
-
05/2017
Houston, TX
- Develop and maintain the Incident Management processes, including documenting process and procedures in accordance with ITIL standards
- Provide oversight and management to synthesize/bring synergy to multiple initiatives by establishing courses of action for self and team members, to ensure that work is completed efficiently. Adjust priorities as needed, establish management routines to effectively track progress and identify issues; removing barriers and leveraging resources
- Interface with other teams and customers, as well as vendors, on an as needed basis to discuss incident assessment and facilitate the coordination of resources to resolve service disruptions
- Assist Service Delivery Managers and lines of business with the orchestration and deployment of resources (e.g., people, infrastructure, financial, informational) from all associated teams in order to ensure successful service restoration
- Establish goals and identify pathways to achieve targeted results
- Liaison with Service Delivery Management and internal business partners to ensure all Incidents are resolved within established SLA timelines, and established service improvement plans for any under-performance
- Provide input to Problem Management for the analysis of incident data and identification of trends. Work with problem managers to build service improvement plans to rectify poor performance
- Monitor the effectiveness of the Incident Management processes and work with other teams to ensure continuous strategic improvements
- Define recovery processes and general tasks/owners to address potential business service disruptions
BMW Recovery Manager
11/2009
-
01/2015
Boston, MA
- Coordinate with a cross-functional team to define and assign the appropriate roles and responsibilities
- Create projects and track needed deliverables for each service disruption and ensure they are completed in a timely fashion
- Communicate business impacts to executive leadership and be the point person for business questions/concerns during a service disruption
- Document each disruption and what was done to address the situation
- Create and maintain reporting around the quantified business impacts of each service disruption
- Streamline the process so that it can be used by other teams and be as efficient as possible
- Work with the security incident team to make sure there isn’t duplication of efforts
- Continue to improve response procedures based on lessons learned
Education
Key West University (KWU)
2004 - 2009
Science's Degree in Management
Professional Skills
- Excellent verbal/written communication skills that demonstrate an aptitude appropriate for interaction with the highest levels of management
- Strong managerial, leadership, strategic planning and decision making skills
- Sound analytical and interpretive skills as well as sound judgment and discretion, including the ability to resolve conflicts effectively
- Excellent Communication & Control Skills
- Strong interpersonal skills, situational awareness and emotional intelligence with a natural ability to appropriately adapt personal style
- Incident, problem and change management skills
- Thrive in fluid, high pressure situations and use fundamental troubleshooting skills to resolve business critical issues
How to write Recovery Manager Resume
Recovery Manager role is responsible for training, credit, security, planning, reporting, research, insurance, events, software, resolve.
To write great resume for recovery manager job, your resume must include:
- Your contact information
- Work experience
- Education
- Skill listing
Contact Information For Recovery Manager Resume
The section contact information is important in your recovery manager resume. The recruiter has to be able to contact you ASAP if they like to offer you the job. This is why you need to provide your:
- First and last name
- Telephone number
Work Experience in Your Recovery Manager Resume
The section work experience is an essential part of your recovery manager resume. It’s the one thing the recruiter really cares about and pays the most attention to.
This section, however, is not just a list of your previous recovery manager responsibilities. It's meant to present you as a wholesome candidate by showcasing your relevant accomplishments and should be tailored specifically to the particular recovery manager position you're applying to.
The work experience section should be the detailed summary of your latest 3 or 4 positions.
Representative Recovery Manager resume experience can include:
- Operates a forklift in a safe and efficient manner. Inspects forklifts prior to use and follows established safety standards
- Experience managing Recovery functions and processes while managing metrics to drive performance
- Experience in implementing significant change across an operational business and delivering projects on time, to budget
- Proven coaching and mentoring capabilities
- Experience managing multi-platform, client-impacting incidents
- Maintain service delivery standards, staff priority scheduling and peak period planning
Education on a Recovery Manager Resume
Make sure to make education a priority on your recovery manager resume. If you’ve been working for a few years and have a few solid positions to show, put your education after your recovery manager experience. For example, if you have a Ph.D in Neuroscience and a Master's in the same sphere, just list your Ph.D. Besides the doctorate, Master’s degrees go next, followed by Bachelor’s and finally, Associate’s degree.
Additional details to include:
- School you graduated from
- Major/ minor
- Year of graduation
- Location of school
These are the four additional pieces of information you should mention when listing your education on your resume.
Professional Skills in Recovery Manager Resume
When listing skills on your recovery manager resume, remember always to be honest about your level of ability. Include the Skills section after experience.
Present the most important skills in your resume, there's a list of typical recovery manager skills:
- Management experience or the demonstrated capability for leading and motivating staff
- Solid experience of ITIL Major Incident Management and co-ordination in a large organization
- Manage people effectively
- Develop plans to effectively manage overall business productivity
- Experience interpreting financial performance, assessing risk exposure, conducting loan restructures, and recommending risk decisions
- Experience performing the following technical objectives: loan restructures litigation and bankruptcy initiatives, deal documentation and financial analysis
List of Typical Experience For a Recovery Manager Resume
1
Experience For Service Recovery Manager Resume
- Delivers a positive service experience to members
- Responsible for investigating and deciding if customer claims meet regulatory requirements or are customer's liability
- Responsible for tracking and reporting all FCRA disputes, Regulation E claims and Merchant Disputes
- Identify and develop needs, potential growth and improvements for efficient ways of working through co-operation within the store and the quality matrix
- Secure sustainable ways of working throughout the whole recovery process
- Identify and develop the many talents within the Recovery department to secure succession planning
- Contribute in the national recovery and quality matrix to enable knowledge and competence sharing between stores
- Identify tools to enhance cross-functional communication and streamline processes
2
Experience For Programme Diagnostic / Recovery Manager Resume
- Maintain a strong knowledge of regulatory, legislative and technical aspects of Regulation E claims processing, Network rules for Chargebacks and The Fair Credit Reporting Act
- Ensure claims are processed in accordance with regulatory, Ally Bank policies, and department SLAs
- Ensure that the team refers questionable accounts and/or transactions to the Loss Prevention Team
- Ensure all required communications are delivered to our customers in accordance to regulation requirements
- Ensure accuracy, maintenance and completion of file documentation for regulatory compliance
- Interface with the various business partners associated with Regulation E and Network Rules
3
Experience For BMW Recovery Manager Resume
- Inform appropriate individuals or groups of issues and update management and others as necessary
- Monitor, maintain and enhance the activities of the team and staff
- Evaluate the quality of the team's performance through the use of personnel observation, job simulation, quality control/assurance practices, productivity analysis and trend reporting
- Develop and present periodic statistical and status reports to management; prepare quantitative and qualitative reports, which track marketplace information
- Maintain and enhance internal policies, procedures, and customer communications to support department, Bank, and corporate objectives
- Interact with Customer Call Center and Ally Bank customers as needed
4
Experience For Pacu / Recovery Manager Resume
- Service Recovery Manager - Key Responsibilities – Crisis, Major and Potential Major Incidents
- Ensures that all documented MIH processes and work instructions are adhered to throughout the entire lifecycle of the MIH, escalating any deviations with respective Duty Manager. (ALL)
- Engagement and escalation to the relevant RTB, BIM and Tech leads as appropriate, ensuring correct level of focus and MIH level is set. In line with the MIH Escalation Matrix. (ALL)
- Issue concise and accurate communications detailing the status of the MIH recovery to stakeholders within defined timescales via appropriate channels. (ALL)
- Act as the single point of control & coordination for all major incident recovery activities. (ALL)
- Act as the primary interface for key stakeholders to the Major Incident Management process. (ALL)
5
Experience For Debt Recovery Manager Resume
- Control information flow between the recovery teams, service owners, business representatives and executive stakeholders. (ALL)
- History of exposure to business and support areas
- Understands the services and infrastructure supported by GTIS
- Collaborates with other Merchandise Specialists to develop effective and productive merchandising teams through selection, training, managing, evaluating performance, coaching, motivating, and disciplining, when necessary
- Communicates with managers regarding staffing levels and team member performance
6
Experience For Incident Recovery Manager Resume
- Ensures merchandise is properly displayed and has appropriate signage. Ensures merchandise is available for sale in proper quantities throughout the store
- Follows and executes company directives related to merchandising, resets, and sales initiatives within the allotted time. Ensure sales floor standards are maintained
- Recommends merchandising changes to enhance sales
- Maintains all club policies and procedures. Ensures that all team members follow safety and sanitation guidelines. Validates steel and pallet safety walks, and addresses and communicates any identified safety concerns in a timely manner
- Co-operate across functions to ensure everyone understands and contributes to the recovery process by focusing on prevention, revenue, sustainability and quality
7
Experience For Recovery Manager Parramatta Resume
- Take a lead in ensuring that prevention is one of the key focus points in the IKEA store
- Contribute to the business plan and budget processes within the store
- Set goals, measurements and constantly strive for improving the ability of the store to perform daily tasks in accordance with set rules and guidelines, and find the best working methods for preventing costs and optimizing revenue while keeping the bottom-line profit in mind
- Implement and continuously ensure optimal usage of common working methods, processes and tools related to the Recovery process
- Stay aware of daily needs and challenges through interactions with dependent functions, the Business Navigation & Operations Manager and the national quality matrix
8
Experience For Workout Recovery Manager Resume
- Open shift availability required
- Forklift operator required
- Most of the time is spent standing and moving about continuously on hard surfaces. Frequent need to position oneself to examine and/or scan merchandise, as well as to bend, climb, crawl, kneel, push, pull, reach, move side to side, stoop, and climb ladders/step stools. Requires use of a pallet jack to pull and push pallets. Requires operating a forklift
List of Typical Skills For a Recovery Manager Resume
1
Skills For Service Recovery Manager Resume
- Military background and/or very extensive experience in training exercises to prepare for crisis or high stress environments and for peak efficiencies
- Experience in operations or auditing
- Follow work direction when needed but also use experience to follow unconventional paths when solving issues
- Explicit Major Incident Management experience
- Experience working with key tools; e.g. ServiceNow, Rapide, Alarmpoint, MS Sharepoint etc
- Experience managing command and control operations and multiple technical/business support areas, customers and vendors
- Experience running recover processes
2
Skills For Programme Diagnostic / Recovery Manager Resume
- Demonstrate close alignment to Barclays Values at all times throughout performance of all responsibilities. (ALL)
- Works projects as assigned to support client experience improvements
- Strong leadership presence on a technical bridge call
- Related technical experience with a broad technical knowledge base
- ITIL process experience
- Respond to customer and partner issues in a highly professional and effective manner, participating in resolution and research as needed
- Ensure effective deployment of resources in a fast-paced, high volume, ever-changing environment
- Validates MIH criteria and drives decision on impacted service, severity and accountable area with support from Service Owner and Technical Support teams (ALL)
- Formal accreditation e.g. ITIL Green Badge, Kepner-Tregoe accreditation in problem solving and decision making
3
Skills For BMW Recovery Manager Resume
- Act as custodians of service (Gatekeeper function), taking ownership of un-owned issues, thus maximising potential to prevent MIH escalation. (AVP Only)
- Formal accreditation e.g. ITIL, Kepner-Tregoe accreditation in problem solving and decision making
- Drive production on the floor. Setting daily production goals, holding the supervisory staff accountable for those goals
- Perform HR activities associated with the team including reviews, development, coaching and any disciplinary action needed
- Provide management reporting and communicate workflow conditions to other areas of the company
- Is accountable for the management of all PMI and Sev 3 MIH. Adhering to all MIH related processes at all times. (BA4)
4
Skills For Pacu / Recovery Manager Resume
- Business and commercial awareness of all Operations &Technology managed Barclays Group services
- Flexibility with working hours to meet the demands of the job, i.e. attend on site at peak times or in the event of serious incidents, sometimes at short notice
- ITIL intermediate, preferably Service Operation
- MCDST or similar technical qualification
- Kepner Tragoe High Severity Incident Management
- Familiarity with business, products and systems
5
Skills For Debt Recovery Manager Resume
- Focal point for all Incident escalations, through management of Hotlines, Notify Chat Channels, Team Mailbox and in-person escalations. (ALL)
- Ensure escalations are dealt with via the MIH process or an accountable owner is assigned to progress via Standard Incident Management. (ALL)
- Service Improvement Planning – Continuously looking to enhance the MIM service offering. Identifies and drives initiatives through to completion documenting and presenting benefits to Command Centre Management. (AVP Only)
- Responding to Fair Credit Reporting disputes and questions
- Training / up-skilling of colleagues – Identify skills gaps and opportunities to strengthen the capabilities of the global team. Drives training and coaching to mitigate gaps. (AVP & BA4 Only)
- Experience with ITIL
- Business Risk and SARBOX experience
- Protect the company’s position through effective negotiation with debtors, ensuring compliance with statutory regulations and codes of practice
6
Skills For Incident Recovery Manager Resume
- Developing detailed and actionable recovery plans which reflect our practice’s deep industry, project/programme/portfolio acumen
- Provide executive level reporting (ALL)
- Support Planned Works/Major Events such as DR Tests, and formal Major Event invocation (ALL)
- Competitive salary with associated Accenture Executive benefits
- Experience identifying a client’s high-level project/programme/portfolio needs and leading the creation of an diagnostic/recovery approach tailored to those needs and objectives
7
Skills For Recovery Manager Parramatta Resume
- Comprehensive knowledge and experience with all types of disputes, NACHA rules, processing and Master Card network
- Act as business owner for team which includes managing overall business to ensure there is adequate coverage for processing work
- Deep understanding of regulations for transaction processing FCRA disputes, Regulation E and Network Rules
- Flexibility regarding working hours based on a 24 7 shift pattern
- Monitor, research and evaluate technological advances in the industry to identify appropriate alternatives for enhancing current department operations
- Deep understanding of core Money Movement processes
- Comprehensive knowledge of banking concepts, rules and regulations
- Comprehensive knowledge of banking products and services
8
Skills For Workout Recovery Manager Resume
- Operational and budgetary management and understanding
- Prepare monthly reporting which record team’s accomplishments
- Manage team to meet goals within the budget
- Evaluate cost/benefits, make recommendations, develop and oversee implementation plans
- Provides judgment based on analysis of factual information in complicated and unique situations. Directly impacts the area through shared responsibility for delivery of end results and contribution to planning, budget management and formulation of business plans
- Implement and develop controls to prevent risk within specialized business
- Lead and control processes, operations and behaviour to ensure all activities remain compliant with standard procedures and regulatory requirements and ensuring the concept of 'Treating Customers Fairly’ is adhered to at all times
- Create an environment which motivates a diverse group of staff members
9
Skills For O&t-recovery Manager Resume
- Flexibility and interpersonal astuteness to respond to a wide variety of customers' needs and personalities
- Highly-proficient with Excel (pivot tables, V lookup, macros) and MS Access
- An appropriate tertiary qualification in Allied Health or Health Science
- Development of Collection Metric’s reports
- Analyzes and approves lien resolution above the subrogation analyst authority and prepares claim for review when lien resolution is above the supervisor’s personal authority
- Coach, Train, Mentor and Develop Supervisory Staff and the agents that report up through those Supervisors. The Manager is responsible for setting the tone, the focus and the urgency for the floor as a whole
- Routinely monitor Supervisors and staff to ensure superior standards on individual portfolios and in some cased individual accounts
10
Skills For Asset Recovery Manager Resume
- Identify and implement methods to improve operational efficiency through automation, workflow and enhanced services
- A seasoned, experienced professional with a full understanding of IT application and system concepts. Creatively resolves a wide range of problems from technical to operational
- Contribute to >2 projects and business services. Understanding of Vantiv products along with customer needs
- Work autonomously and complete tasks without follow-up
- Continually identify opportunities for process improvements that provide additional business value
- Knowledge of IT standards and best practices as related to incident management
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