CHRISTOPHER D. GILL

Huntersville, North Carolina 28078 (704) 651-6167 (cell)

chrisgill89@roadrunner.com

EXECUTIVE SUMMARY

Retail banking and strategy development professional with more than 25 years experience in financial services. Expert

in developing branch transformation strategies for banks and credit unions to improve operational efficiency, reduce

costs, improve customer experience, and grow revenue. “Out of the box” thinker and change agent who thrives on

challenging existing approaches and dealing with complex issues. Proven ability in establishing a shared vision,

developing business unit strategies, and implementing programs that impact bottom line growth. Experienced in building

compelling business cases for action with supporting financial models. Significant experience in managing highly-

matrixed projects that impact multiple lines of business. Strong track record in working with senior executives and

business unit leaders, mentoring staff, and building teams of highly-engaged employees. Functional expertise includes:

Branch transformation strategy Transaction migration

Efficiency improvement / cost reduction Revenue growth and marketing strategy

Customer experience / customer service Branch automation

Business development Training development

Branch and ATM network optimization Performance measurement and customer analytics

PROFESSIONAL EXPERIENCE

Diebold, Inc. – Charlotte, North Carolina 2011 – present

SENIOR DIRECTOR, Global Advisory Services (formerly Diebold Consulting) Lead Diebold’s global consulting business focused on helping financial institutions address issues related to branch

transformation, including efficiency improvement, cost reduction, customer experience, self-service technology

implementation, transaction migration and distribution network optimization. Manage and lead team of six consulting

professionals. Led the completion of more than 125 projects over a three year period in the U.S., Canada, Mexico,

Colombia, Ecuador and South Africa. Responsible for business development activities, creating proposals and

presenting branch transformation best practices to financial institution executives across North America. Presented to

senior executives at more than 300 banks and credit unions in the past three years.

Branch Transformation Strategy: Led multiple engagements with one of the top three banks in Mexico to

develop a long-term strategy to significantly improve branch efficiency, migrate transactions to self-service, and

reduce cash management costs. Analyzed branch processes, customer experience and customer demographics

to develop a plan for a branch transformation pilot at seven branches. Collaborated with the bank on

developing all supporting processes and training for a 90-day branch pilot. Prioritized roll-out of branch

transformation approach across bank’s entire footprint (1,000+ branches), with supporting financial justification.

Transaction Migration Strategy: Advised two $100 billion U.S. super-regional banks on developing a

strategy to drive routine transactions to lower-cost channels. Led pilots of in-branch technology (including

ATMs, kiosks and cash recyclers) across several markets. Recommended strategies related to employee

engagement, process improvement and customer adoption in order to migrate transactions and improve

operational efficiency. At one institution, ATM deposits as percentage of total branch deposits increased to as

much as 40% at several pilot branches.

Branch Efficiency / Customer Experience Improvement: Advised a $100+ billion South African bank, $15

billion regional bank and several community banks and credit unions on how to improve branch efficiency,

reduce costs and enhance the customer experience. Recommended redesign of existing branches to reduce

square footage, re-engineering of branch processes and implementation of branch automation to improve

transactional efficiency, reduce branch staffing and enhance customer convenience.

Employee Engagement and Customer Adoption: Led engagements with more than 40 U.S. financial

institutions and two leading banks in Colombia on implementation of branch transformation solutions including in-lobby teller terminals and deposit automation. Collaborated with clients on development of an employee

playbook / training program, marketing strategies, process changes and measurement framework to drive a

higher ROI on branch automation solutions.

CHRISTOPHER D. GILL Page 2

SNL Financial – Charlottesville, Virginia 2009 - 2011

DIRECTOR, Community Bank Business Development (Industry Research & Product Management Group) Responsible for developing strategies to increase SNL's penetration of the community bank segment. Developed

customer acquisition and marketing strategy for community banks, including sales and marketing collateral. Established

partnerships with state and national banking associations and other key ‘influencers’ to increase SNL’s visibility among

community banks and drive incremental sales. Led cross-functional team including Product Development, Operations,

Marketing and Training to prioritize, develop and launch product enhancements designed to improve the user experience

and increase client value. Initiatives contributed to a 70% year-over-year increase in sales to community banks. Signed

partnership agreements with twenty state banking associations.

Deloitte Consulting – Charlotte, North Carolina 2006 - 2009

SENIOR MANAGER, Strategy & Operations Managed projects and consulting teams on a day-to-day basis, led development of client deliverables, and managed

project budgets. Developed strong working relationships with client senior executives and middle management.

Responsible for coaching staff on projects and providing career development planning to junior consultants.

Assisted senior management of a top 20 U.S regional bank in articulating its customer experience vision.

Conducted a current state assessment to prioritize critical gaps in capabilities required to deliver the target

experience. Built consensus with business unit leaders on the most critical opportunities to be pursued to

enhance the bank’s core capabilities. At the request of the client, provided ongoing advice to executives about

the bank’s customer experience strategy and capabilities.

Led development of a training strategy for a top 20 U.S. regional bank to strengthen the customer service and

problem resolution skills of client-facing staff and back office employees. Conducted assessment of customer

service skills across the organization, synthesized key findings, and built consensus with client executives on

skills to be addressed by the training. Sold and managed five projects over a 15 month period.

Dove Consulting – Boston, Massachusetts 2004 - 2006

SENIOR MANAGER, Financial Services Practice Managed consulting projects for clients in the retail banking, ATM servicing and merchant processing industries.

Developed a long-term functionality strategy for a $250B+ asset bank to increase the value of their ATM

channel. Identified opportunities to differentiate the customer experience by type of customer and location.

Conducted a valuation study for a leading services firm to determine the value of its business in advance of a

potential sale. Performed in-depth financial analysis and projected future revenues for its various lines of

business based on market forecasts and the client’s competitive positioning.

Commercial Federal Bank – Omaha, Nebraska 2001 - 2004

DIRECTOR, Distribution Network Planning Developed distribution network strategies for major markets of Denver, Omaha, Des Moines and Kansas City to

strengthen Commercial Federal’s competitive position. Managed facilities and real estate function for a network of 194

branches and an ATM network of 240 locations. Led and developed a staff of 16 professionals.

Developed and implemented initiatives to optimize the branch network and led completion of 17 projects over a

two year period. Responsible for overseeing efforts related to market analysis, store design, site selection,

business case development, and reaching consensus with senior executives on market strategy.

Led efforts to transform the customer experience in new branches. Oversaw development of the new retail-

oriented “Adeo” store design featuring innovative technology including self-service safe deposit boxes.

Restructured facilities function by outsourcing routine maintenance activities and centralizing response to

facilities requests. Increased branch customer satisfaction with facilities support services by 10% and decreased

maintenance expenses by $250,000 annually. Managed multimillion dollar capital and expense budgets.

Achieved highest business unit performance on Gallup’s Q-12 employee engagement survey in 2003.

CHRISTOPHER D. GILL Page 3

Michigan National Bank – Farmington Hills, Michigan 1992 - 2001 DIRECTOR, Distribution Network Planning (1997 – 2001)

Developed and implemented branch optimization strategy to strengthen Michigan National’s competitive position,

including prioritization of opportunities across markets and financial justification of new locations. Led new store design

initiative and evaluated impact of new concepts. Managed and developed a staff of five project managers.

Developed and implemented network reconfiguration strategy to increase market share and reduce operating

costs. Managed completion of 76 projects, including 13 new branches, 27 relocations, 9 reconfigurations and

27 closings. Plan resulted in more than $1 million decrease in annual operating expense.

Directed development of new concepts and designs to transform the traditional branch into a retail-oriented

environment and reduce operating expenses. Implemented new retail designs at 30 locations.

DIRECTOR OF SALES AND PLANNING, Business Financial Services (1996 – 1997)

Developed strategies and tactics to grow Michigan National’s small business customer base. Created sales campaigns

and special promotions. Contributed to loan growth of 26 percent in 1997, compared to less than 10% growth in 1996.

CORPORATE STRATEGIC PLANNING OFFICER (1996)

Developed corporate strategic plan in conjunction with CEO and senior management.

VICE PRESIDENT/MARKET MANAGER, Battle Creek Region (1995)

Managed three branches in Battle Creek, Michigan with $200 million in deposits. Developed strategies to expand

customer base and improve customer retention. Received several awards for sales performance. Managed a staff of 25.

DIRECTOR, BUSINESS PLANNING AND PERFORMANCE MEASUREMENT (1992 – 1994)

Developed and implemented strategies to grow retail banking customer base. Led development of customer satisfaction

measurement program and branch incentive plans. Managed a team of nine analysts and support staff.

Price Waterhouse Strategic Consulting Group – St. Louis, Missouri 1985 – 1987, 1989 – 1992

SENIOR CONSULTANT/STAFF CONSULTANT

EDUCATION

MBA - Strategic Planning and Marketing, Amos Tuck School, Hanover, New Hampshire

BA – Economics, Dartmouth College, Hanover, New Hampshire

SPEAKING ENGAGEMENTS AND PUBLICATIONS

Virginia Bankers Association, Retail Management Conference, ‘Six Key Components of Successful Branch Transformation,’

December 2014

New York Bankers Association, Technology Forum, ‘Branch of the Future: Integrating New Technologies’, May 2014

Community Financial Institution Symposium, ‘Multi-Channel Strategy Considerations,’ February 2014

CO-OP Services THINK13 conference, ‘Leveraging Branch Automation to Improve Operational Efficiency and the

Member Experience’, April 2013

SNL Community Bankers Conference, ‘Operational Efficiency Through Technology’, April 2013

BankWorld, ‘Branch Transformation: Strategies to Enhance Profitability and the Customer Experience’, January 2013

‘Credit Union Branch Transformation Strategies for 2023: What Will the Branch Look Like in 10 Years’, Diebold white

paper, December 2012

ABA National Convention for Community Bankers, ‘The Community Bank of the Future’, February 2012

ABA Seminar for Bank Presidents, ‘Best Practices in Improving Your Bank’s Efficiency Ratio’, March 2011

‘Global Perspectives in Branch Banking’, Deloitte Consulting white paper, 2008

PERSONAL

Participant in “Creating the Future” leadership programs at Commercial Federal and Michigan National. Lived four years in

Paris, France and Brussels, Belgium. Avid golfer and traveler (49 states and 24 countries).