Led a team of 4 compliance consultants that constructed all compliance frameworks as the company's first compliance team. This included developing robust programs to ensure company compliance with Federal, State, and HIPAA regulations. • Established internal audits and reporting systems across 3 sites and implemented ISO standards for business certification.• Designed training for managers and team leaders to ensure consistent compliance, reducing compliance violations by 50%.• Conducted rigorous risk testing and audits, ensuring compliance with federal and state regulators, with no significant findings or issues.• Guide risk discovery and assessment conversations based on qualitative and quantitative data.

Led a team of 10 direct reports, for risk management and back-office operations across multiple customer service sites for a business unit of 3K+ employees. This included managing a $1M departmental budget.• Directed a team of risk operations supervisors, analysts and consultants while monitoring the risk mitigation execution across multiple internal and BPO/vendor business locations.• Ensured compliance with all fair lending regulations processes, compliance risk quality, and identifying procedural defect audit performance. Improved risk management performance by 25%.• Minimized human and operational instituting controls to reduce 50% of errors during the first review.

Led team of 60, with 10 direct reports, responsible for a network of 15 BPO call centers with 10K employees providing customer care, technical support, and scaling chat calls into our service. This included managing a $1M annual budget for the department.• Orchestrated innovative onboarding strategies to optimize resources, increasing multi-skill efficiency and agent utilization, while reducing staffing costs by $800K+ annually.• Implemented transformational strategies and tactical planning, engaging leadership to drive performance improvements.• Created and maintained critical standard operating procedures to ensure compliance with regulatory and policy requirements for offshore BPO partners.• Devised KPIs and dashboard monitoring systems to effectively manage overall performance.