Senior Process Manager - Commercial Client Support | Strategy & Transformation
Current• Capital One ACE Award Winner - April 2023 ○ From announcement: "...the highest honor in Commercial Banking, reserved for those who Achieve Commercial Excellence by leading and empowering others; driving beautiful client and associate experiences; and infusing simplicity, ingenuity and humanity into all that they do." ○ "In 2022, Ben methodically executed numerous key initiatives, most notably the design and implementation of the sales and service escalation path - defining a centralized service model for Sales to reference when escalations occur across Treasury Management, CML Client Support, and Commercial Card. By creating a process that would be managed through Salesforce, Ben helped streamline a large number of channels into one. Everything is now accessible via one system of record, which makes escalation easier to track and manage." ○ "Ben went above and beyond by interviewing different groups to understand how they would like to see service escalations. He spent time with the Salesforce team to build the best possible solution and automate as much as possible to reduce the number of clicks for service associates." ○ "Starting from the discovery phase of this project, Ben was able to create transparency across the value chain, and in turn create a better understanding of the process for both upstream and downstream partners. This shared understanding removed friction in the process, allowing all involved to remain focused on the client’s needs. We are now able to provide Sales with visibility into key client expectations, automated notifications, communication milestones, as well as escalation SLAs. This initiative was rolled out to the value chain with overwhelming positive feedback, taking us one step closer to our shared future of providing a flagship customer experience for our clients."