JJeennnniiffeerr YYuunnggbblluutthh www.linkedin.com/in/JenniferYungbluth

JennYungbluth@gmail.com 716-319-4984

Career Highlights Results-oriented leader with depth of experience in sales management, client experience and employee engagement.

Dynamic leader, mentor and collaborator, who builds and guides top performing, highly retained teams.

Appointed Head of Consumer Banking Branch Network Integration and Interim Head of Branch Channels for First Niagara and KeyBank merger.

Developed strategic imperatives for the consumer business; drives business initiative decisions and contributes to improved financial performance.

Led the strategic restructure of a branch network which included 400+ branches and 3000+ team members; resulted in excess of 7% expense reduction and no reputational loss.

Redesigned high value customer proposition with a focus on growing per customer revenue. Increased revenue per customer aligned to corporate objective.

Created a data driven staffing optimization model that drove more than 10% cost efficiency in branch network while not deteriorating service levels and sales volume.

Improved structure and execution of sales lead programs, enhanced CRM user interface with focus on improved customer experience, and developed prospect lead capabilities. Improved utilization rates by 15% and conversion rate by 5%.

Designed onboarding plan for digital customers leveraging multiple channels including email and phone to drive adoption of service and cross-sell. Improved cross-sell by 50%.

Launched virtual wealth advisor model in the contact center that reduced cost and improved customer experience by expanding ability to service mass market customers.

Managed global initiative to standardize performance measurements for high value customer proposition. Rolled out in more than 50 countries.

Designed employee incentive programs to drive behaviors focused on customer needs, employee engagement, and strategic objectives; improved cross-sell by 100% and sales productivity by 10%. Administered with robust controls and process leading to highest level of internal and external soundness.

Experience

First Niagara Bank, Buffalo, NY 2013-Present SVP, Head of Branch Network Integration (October 2015 – Current) and Interim Head of Branch Network (August 2016 – Current) Leading the integration of First Niagara branch network into KeyBank with a focus on delivering an exceptional client and employee experience for 400+ physical branch locations, 3,000 employees and ~ 1MM clients.

Defined the future state of the integrated branch network; policy and procedures, job roles, sales and service model and branch structure

Created and executed detailed client and employee change management plan; proactive client outreach, client retention program, client communications, integration intranet, employee surveys, leadership townhall meetings, executive fire-side conversations, bi-weekly integration conference calls, and bi-weekly integration internal publication

Conceptualized and implemented a single source integration search tool for all client communications, customized by each client profile. Included impact guides and mitigation techniques for any potential adverse client impacts.

Developed training road maps for 15 unique job functions to provide a clear path for knowledge transfer and overall preparedness.

Organized a partnership program where over 1,000 experienced KeyBank employees are deployed throughout the First Niagara footprint to support the conversion.

Established Branch Operations Command Center to act as central source for integration status updates and quick mitigation of impacts.

SVP and Director, Consumer Business Performance (November 2014-August 2016) Led a team of 23 professionals with direct oversight of branch network, contact center, small business, wealth and mortgage sales strategy and operations; sales and service strategy, customer onboarding, incentive and commission program management, network optimization, reporting, training, and sales communications.

Improved structure and execution of sales lead programs, enhanced CRM user interface with focus on improved customer experience, and developed prospect lead capabilities. Improved utilization rates by 15% and conversion rate by 5%.

Guided strategic refresh of customer onboarding programs, currently resulting in 50% improved cross-sell through digital channel.

Introduced sales force capacity and productivity analytics, resulting in 10% productivity improvement.

Established network staff scheduling system and monitoring resulting in 65% reduction of overtime expense.

Directed the design, administration, risk and budget management for all consumer line of businesses incentive and commission programs in excess of $50MM budget; improved cross-sell by 100% and sales productivity by 10%.

Led learning and development division responsible for onboarding in excess of 1,000 new employees annually. FVP and Director, Consumer Financial Services Administration (March 2014-November 2014) Led the overall administration of branch network and contact center sales operations including incentive, reporting and communications.

Led the strategic restructure of a branch network which included 400+ branches and 3000+ team. Initiative concluded on time and exceeded expense reduction projections.

Led the rebuild of branch network and contact center incentive plan design and administration with an annual incentive and commission budget in excess of $50 million.

Developed accrual forecast and reconciliation process to calibrate financial performance and staffing indicators against accruals for formulaic and discretionary incentive plans; in excess of $1 million in accrual accuracy improvement for the consumer business.

Launched network optimization program which drove branch staffing efficiencies in excess of 7% based upon shift in operating model and implementation of strategic staffing plan.

VP, Retail Incentive Administration Manager (January 2013-March 2014)

Designed and administered incentive programs for 3,000+ retail employees in the branch network and customer contact center with budgets in excess of $30MM.

Developed internal operational procedures to ensure integrity and quality of incentive administration.

HSBC Bank North America, Buffalo, NY 2006-2013 VP and Senior Manager, Customer Value Management (2010-2013)

Managed global initiative to standardize performance measurements for high value customer proposition. Rolled out in more than 50 countries.

Managed the development and execution of strategies to improve the profitability and long-term sustainability for flagship retail bank proposition.

Redesigned high value customer proposition with a focus on growing per customer revenue. Increased revenue per customer, achieving corporate objective. Calibrated misaligned customers to mass affluent and mass market proposition offerings to improve customer satisfaction through reduced fee expense.

Launched virtual wealth advisor model in the contact center that reduced cost and improved customer experience by expanding ability to service mass market customers.

VP and Senior Manager, Retail Banking and Wealth Management Incentives (2008-2010)

Direct management of five employees, indirect management of three employees including managers, incentive analysts, project managers, and entry-level inquiry specialists.

Administered the variable compensation program for the U.S. branch network, U.S. call center, Philippine call center, and India call center teams with accountability for $32MM+ budget.

Created and implemented financial reconciliation and operational risk mitigation procedures.

Consultant for variable compensation operations for HSBC Securities and HSBC Mortgage.

Incentive Analyst, Personal Financial Services (2006-2007) Legg Mason Capital Management, Baltimore, MD 2002-2006 Manager, Marketing and Client Service Reporting & Production Kaman Industrial Technologies, Buffalo, NY 1999-2002 Regional Sales Coordinator

Education & Achievements National Federation for Just Communities, WNY Board Member, 2015 - Current Executive Banking Program, Consumer Bankers Association, 2014-2016 Rising Leaders Program, Leadership Buffalo HSBC Key Talent Development Program B.S., Business Administration, State University of New York, Buffalo