Leader of Credit Card Change Delivery team

As a Business Process Strategy Manager for the Retail bank, my team and I design customer-centric and efficient business processes with a multidimensional approach in coordination with the process owners and other related units.I also help define breakdowns in workflows and take corrective actions to improve efficiency within the Retail network.Other responsibilities include the following:- Define KPI’s for process performance and analyze the results regarding these KPI’s for follow up actions- Interact with relevant Engineering teams to define and clarify business and process requirements- Manage and lead a team of 6-10 FTE responsible for Retail Banking and Branch processes- Partner with Retail Banking and Business Development teams to work on process related projects- Retain process consistency across different channels for Retail products- Eliminate operational tasks from the branches using the concepts of centralization, automation, and DIY initiatives- Participate in UAT and launch effortsPrimary Projects include:- Universal Banker service model in Retail network- Salesforce Financial Services Cloud design- Remote Sales process in Retail network

Responsible for managing projects and the development of Retail management and sales procedures, retail banking management and sales processes, and process improvements. This is accomplished through research and analysis, development of strategic plans, structured communications, setting priorities, and implementation of strategies.Assist in the research and development of policies and procedures that support the retail banking model and maximize profitability for the bank. Provide developmental support, feedback and direction to business partners and project teams responsible for the development of procedures, products, and tools that support the Retail Bank.Core Project Focus Includes:Salesforce Sales Cloud for Retail Line of BusinessDigital Appointment Setting toolBank Origination and Maintenance PlatformDynamic Dashboards and Scorecards through the MicroStrategy Platform

• Manage all aspects of Banking Center; including Human Resources, Lending, and Operations • Responsible for investment sales ranging from fixed annuity products to mutual funds, variable annuities, and insurance • 2012 Pinnacle Club winner - Top 5% of sales staff in the entire bank • 2011 Pinnacle Club winner – Top 10% of sales staff in the entire bank • 2010 Pinnacle Club winner – Top 5% of sales staff in the entire bank • Responsible for managing branches profit and loss statement through revenue producing activities and expense management • Responsible for overall Customer Service in the branch

• Maximize sales in lending, deposit products, and investments to Preferred Clients and other high value clients • Assigned to a book of 1,400 “mass affluent” clients in the Hoover area with relationships to retain and expand • Platinum Award (over $50,000 in investment revenue) recipient from Compass Brokerage for 2006-2008 • Chairman’s Club Winner (top annual Compass Brokerage producers) for 2007 & 2008 • Gold Club Recipient for 1st, 3rd, and 4th Quarters in 2006, 1st-4th in 2007, & 1st-4th in 2008 • Annual Gold Club for 2006, 2007, & 2008 • 2 time participant in the Compass Bank “Circle of 5”to discuss Investment Sales and Preferred Client Program

Responsible for investment sales ranging from fixed annuity products to mutual funds, variable annuities, and insurance