Steven Brown

Steven Brown

Director of Delivery Services - Service Leader

  • Scottsdale / Phoenix AZ
  • 404.606.0451


A proven leader with experience in successfully building and organizing cross functional teams while growing and nourishing key relationships to support organizational objectives.  An experienced professional skilled at delivering and meeting expectations by effectively leading through others, developing and retaining top talent, and consistently finding creative and sustainable methods to exceed the customer's expectations.  A pragmatic and results orientated individual with a focus on driving results that directly, and favorably, impact the bottom line.  A visionary with a track record of achieving and exceeding the performance standards, as expected of internal and external customers alike. 

Work experience

Work experience

Director of Delivery Services

nationwide insurance
Jun 2014 - Present

Responsible for managing a cross functional portfolio of optimization initiatives to support Nationwide's 2020 vision of becoming the insurance provider of choice; accountable for streamlining operations and improving the customer experience by leveraging lightweight technology solutions. 

  • Managing a $36M portfolio with a focus on creating reliable, trusted, and integrated data solutions - to include packaged software and new application development.
  • Responsible for managing all external vendors within the Excess and Surplus region (Scottsdale, AZ).  Accountable for the selection, performance, and long term tactical partnership with core vendors. 
  • Providing the overall strategic approach to Organizational Change Management (OCM) to ensure that the portfolio's investment in key initiatives is understood and ties back to the stated objectives and benefits of the organization.
  • Managing more than 60 associates throughout multiple business groups (IT, business, Development, Quality, Vendor Management).

Managing Consultant

cardinal solutions group
Dec 2011 - Jun 2014

Managed a team of consultants focused on business development, client engagement, and Information Technology solutions delivery.  Client list included Bank of America, TIAA CREF, Nationwide, and Duke Energy. Expertise and core consultative services focused on operational efficiency by leveraging mobile technologies and industry best practices for Lean Management (Six Sigma). 

  • Bank of America - Developed a business model for IT’s PMO to enable a calculated approach to increasing awareness and maturity of the project team’s execution methodologies; responsibilities included assessing the maturity level and identifying gaps in regards to people, tools, and technology.
  • TIAA CREF (Office of the CEO) - Served as the liaison between IT and the Business to foster productive and beneficial relationships aimed at consorting resources and processes to create a best-in-class project execution. The principle opportunities included the promotion of effective communication, clearly defining processes, and setting mutually exclusive goals between IT and the Business.
  • Duke Energy - Participated in and advised Senior Executives on business transformation best practices with an emphasis on meeting budget, time, and scope constraints of major initiatives.

VP of Operations and Business Support Management

bank of america
May 2005 - Dec 2011

Led the Operational Readiness team to successfully transform more than 38,000 seats from Credit Card Operations to Mortgage Servicing Operations.  The transformation included on and offshore conversions of physical space and technologies.  In partnering with Human Resources, also up-skilled and cross trained 10,000 associates across two continents. In this capacity, managed an annuial budget of ~$80M.

  • Responsible for establishing guidelines for effective and consistent (repeatable and sustainable) execution as it relates to best demonstrated practices across the Operational Readiness Organization; created a playbook that has became a Bank of America standard.
  • Partnered with Corporate Audit and Compliance to establish metric guidelines for vendor reviews to mitigate risk within the transformation process. Guidelines focused on efficiency, data security, and cost management while leveraging Six Sigma methodology ($1.1M quarterly recovery from Vendor Reviews).
  • Created multiple financial models to standardize reporting with respect to forecasting, variance analysis, and capacity planning – Capital Budgeting; responsible for enabling the models for management to improve velocity and quality of operational decision making; said management had a sole focused on operational excellence.
  • Developed and monitored Card Fulfillment’s information systems (COGNOS implementation) to assure maximum productivity and accuracy of all incoming credit/loan requests and decisioning.
  • Increased customer retention rate by identifying and prioritizing (via KPI/Balanced Scorecard management) gaps in derivatives reconciliation (securities management) to ensure proper due diligence of entire trade cycle; commodities and equities.



Master of Business Administration

Emory University / Clark Atlanta University
Aug 2003 - May 2005

Obtained a Master's degree in Business Administration with a concentration in Finance.  Emory is a top 9 institution (Bloomberg); lectured undergraduates in Organizational Behavior (Kreitner and Kinicki) while in attendance of the graduate program.

Bachelor of Science

the university of north carolina at chapel hill
Aug 1998 - Dec 2002

Obtained a Bachelor degree in Business Administration and Psychology with a minor in Mid Century Philosophy.  UNC is a top 50 institution (Forbes).  Deans list recipient.  Held various intern positions to include research assistant, resident adviser, and small business start-up adviser. 

extracurricular activities and interest

  • Adjunct faculty at Phoenix College (lecturing on Introduction to Business)
  • Avid marathon runner
  • Golf
  • Vintage car restoration
  • Exotic wine making