Drive innovative learning strategies for a growing company providing the broadest, smartest and most unified software suite powering all aspects of managing local government. Responsible for assessing & realigning learning priorities following a merger of four companies.Launched updated & expanded career development program. Relaunched new employee orientation program to reduce costs by 70% & increase local site ownership. Initiated end-to-end review of online learning catalog to remove out-of-date programs. Established working partnership with key leaders to improve core programs – With Professional Services leadership developed & delivered a comprehensive Leadership Summit program. With Call Center leadership improved customer satisfaction by defining call quality standards, reintroducing call quality monitoring and updating agent call quality training. With HR developed & delivered interactive pay-for-performance training for HR team & all company leaders.Defined leader action planning & employee communications approach to support company-wide employee engagement survey.Developed and led communications & training for launch of improved employee & leader self-service HRIS capabilities.

Led development and execution of learning and communications strategy across 35 global business lines to support data management policy and standards addressing regulatory and risk mitigation of key enterprise data assets. Led definition of risk control plan for data management to identify and monitor progress on 15 key data management priorities. Led development and execution of enterprise quality assurance and quality control processes for data management.

Led the development of engagement, communications and training strategy/plans for HR professionals in Asia, India, Europe, Canada and Costa Rica, supporting the deployment of HR Call Centers, staffing and timekeeping tools, HR & benefits policies & processes. 93.7% overall satisfaction score on all training and 90.9% pass rate on all learning assessments.

Led learning processes & activities supporting bank's partnership with China Construction Bank. Led design & delivery strategy of Chinese culture orientation for Bank of America leaders. Defined learning processes and tools to support CCB projects, training programs and best practice sharing efforts. Led development & execution of over 100 training & best practice sharing sessions reaching over 8300 CCB leaders & associates. Led design and execution of four CCB Senior Executive Forums involving 70+ CCB senior leaders from China, coordinating across multiple Bank of America lines of business and internal/external support partners.Led cross-cultural, non-English speaking China Construction Bank (CCB) Call Center Transformation project team through customer-focused training curriculum development process to define needs & content for Customer Service Representative (CSR) training on Wealth Management products. Team developed and delivered 14 Wealth Management product and 2 customer service skill training modules for CCB Call Center. Recognized as “best in class” by CCB & BAC program offices.

Led strategy & execution of Bank of America Recognition & Reward programs (including Spirit Rewards, Celebration Awards, Award of Excellence and Anniversary Awards programs). Consolidated 3 vendors to 1 resulting in $360k cost savings & simplified processes; consolidated LOB events into enterprise program structure; increased line of business participation in Award of Excellence.Reduced spend on Award of Excellence programs by $700k; identified savings of $730k on Anniversary Award program. Led internal branding deployment.

Led GreenBelt Six Sigma project to define enterprise performance management process with goal of aligning performance management, compensation and talent planning processes to drive pay for performance culture (core process is still in use today globally). Led development of web-based performance management solution, including requirements definition, vendor selection (RFP), process design, training & communications, Help Desk, user testing, implementation plans. Developed overall training and communication (adoption) strategy and deliverables. Led integration with compensation, competency modeling, talent planning & Hoshin (business) planning processes.

Led definition of adoption, communications, training, Help Desk & associate access strategies for build and implementation of company's first employee Intranet portal.

Led training & communications organization supporting enterprise Technology & Operations division. Led organization redesign of dispersed teams into consolidated national organization (reduced headcount by 50%, eliminated 50+ non-value add training programs)

Led design, development and execution of 3 enterprise-wide, experiential "learning maps" to engage associates in how banking environment and strategy were changing; led cross-functional implementation to 180,000+ associates, requiring broad senior executive involvement and support. Designed recognition programs for Commercial Bank, Private Client Group & Financial Products divisions. Led design & execution of Commercial Bank and Consumer Bank Senior Leadership Summits. Led redesign of VP & SVP leadership development training programs.Consolidated regional supervisory training teams into national organization.

Led regional Technology & Operations training team; led redesign to consolidate into national support team. Led instructional design for Introduction to Quality & Leading Quality training programs. Designed & implemented communications for Technology & Operations quality efforts. Participated in development of internal service level agreement process. Participated in design & implementation of Idea Bank (suggestions) program and GEM recognition program.

In Corporate Training: Responsible for the merchandise training curriculum for 400 Belk stores (including buyers, sales supervisors, merchandise managers and store managers). Redesigned & expanded merchandise training curriculum for store/group buyers, merchandise managers & and sales supervisors. Led design & implementation of annual conference for 400 store personnel/operations managers. Led staffing program introduction into stores resulting on average personnel expense reduction of 20% and sales increases of 10-15% (facilitated turning responsibility of the program over to the stores to accelerate productivity & sales gains). In Store: Responsible for all aspects of running several store divisions in 2 stores (sales management, staffing, customer service, goal setting & coaching; merchandise planning, budgeting & buying; advertising & promotions; inventory