Tom Kleven

Tom Kleven

Work History

Work History
2010 - Present

VP, Legal Information Solutions Program Manager

JPMorgan Chase

Program manager for various technology- and business-driven implementations in Legal for core systems: Matter, Spend, and Document Management. Responsibilities include development of business cases, project plans, timelines, and other project methodology-required content. Due to internal policy, specific examples may not be shared on external sites. Manage JPMorgan Chase's Legal matter and spend management tools. Responsibilities include coordination with technology partners as well as provision of day-to-day support for employees and law firm billing departments. Support full integration between eBilling platform and matter management databases enabling electronic billing globally.

2009 - 2010

VP, Legal & Compliance Communications Manager

Washington Mutual

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.
2006 - 2008

VP, Retail Banking Store Communications

Washington Mutual

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-customized portal) to make communication simpler to find and read.
  • Utilized single-portal philosophy and "headline-focused" writing style for today's busy audience to improve retention.   
  • Led Retail Bank Communication Review Council, a comprehensive tactical and strategic review of communications with other contributors (contact centers, branches, Executive Response Team, Marketing) to ensure aligned operational messaging in customer contact channels.
  • Improved business lending compliance from 15% to over 85% in two months using targeted messaging to change user behavior. Changing behavior of "opportunity" employees and reinforcing behavior of top performers.
2005 - 2006

VP, Service Excellence Manager

Washington Mutual

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.
1999 - 2005

VP, Enterprise Contact Center Communications, Policy, & Training

Washington Mutual

Create and deliver reference material (policy/procedure), daily communication, and training material (Instructor-led and Web-based) for 3,000 agents in multiple contact center sites.

  • Deployed first Web-based online manual within company. Single portal for policy/procedure and communication resulting in handle time reductions equaling $4M annually. 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, saving $1.5M in FTE expense.
  • Integrated support for multiple business lines (Retail Banking, Consumer Lending, Home Loans) into one online manual filtered by skill/call type.
1996 - 1999

Senior Communications Analyst

Washington Mutual

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, I partnered with project and system managers to meet business objectives and timelines.

Education

Education