Developed procedures to accelerate and prioritize customer remediation projects. Collaborated and defined Customer Redress Policy and Procedures for resolution of financial/non-financial customer impact identified through BAU processes, QC review exception, or operational correction/incidents. Established alignment with the enterprise for improved risk, control, and operational excellence.

Established key enterprise business objectives to acquire, deepen, and retain segment households across products, partners, and channels, maximizing lifetime customer value. Demonstrated strength leveraging channel partnerships and third-party vendors to engage students and improve the student experience while aligning with the broader enterprise strategic priorities and outcomes. Leveraged latest industry innovative technology, competitive analysis, and complex data to design strategies for increased ROI and long-term profitability. Delivered KPIs, 5-year forecast, and quarterly financials collaborating with analytics, insights, and financial modeling teams to streamline student data and reporting.

Successfully led a high performing multi-state team of B2B and B2C Relationship Managers in new customer growth and household acquisition leveraging over 7K large, fortune 500 relationships. Defined, communicated, and executed regional business growth strategy to align with the enterprise. Established process and procedures for customer-focused product implementation, digital integration for increased adoption, banker oversight training and development, and annual risk assessment for OCC and Mobile Branch Banking certification. Proven leader in maintaining strong relationships with key influencers across multiple lines of business and distribution channels.

Established risk and compliance model for governance, roadmaps for sales performance analysis to compensation plan, customer satisfaction, inspection, customer complain, escalation, and resolution process.Developed multiple audit and quality control testing process and procedures for regulatory compliance, risk, and operational soundness for sales and service with third party, internal and external client partnerships.