Michael Graham serves as the Vice President of Client Experience Technology at The Capital Group, where he has been instrumental in enhancing the technological landscape of the American Funds Service Group since 2017. With a robust background in IT strategy and a proven track record...
Michael Graham serves as the Vice President of Client Experience Technology at The Capital Group, where he has been instrumental in enhancing the technological landscape of the American Funds Service Group since 2017. With a robust background in IT strategy and a proven track record of managing technology budgets exceeding $100 million, Michael provides visionary leadership that aligns technology initiatives with business objectives. His expertise lies in overseeing the development of critical applications, including those for Call Center operations, Shareholder Accounting, and Retirement Plan Recordkeeping.
One of Michael's key projects involves the implementation of advanced solutions for the Call Center, where he has successfully integrated Genesys Phone and Email Routing systems to optimize customer interactions and improve service delivery. His collaborative approach fosters strong partnerships across various business units, enabling him to effectively communicate complex technical concepts to non-technical stakeholders. This skill is particularly vital in the financial services sector, where clear communication can bridge the gap between technology and business needs.
Prior to his current role, Michael spent nearly a decade focusing on Sales, Marketing, and Digital Channel application development, further solidifying his expertise in vendor management and business intelligence. His disciplined leadership style and commitment to disaster recovery planning ensure that The Capital Group remains resilient in the face of challenges, ultimately driving innovation and enhancing the client experience. As he continues to lead transformative projects, Michael remains dedicated to leveraging technology as a strategic asset that propels the organization forward.
