My role will support the Office of the President's Divisions and First Line of Defense Risk and Compliance teams by providing risk data reporting needs as part of the Risk Data Analytics and Reporting team. This includes the design, implementation, and maintenance of intuitive dashboards and robust reporting that deliver valuable insights for enabling data-driven decision making by the thorough querying and analysis of data repositories and identifying risk trends through quantitative and qualitative investigation of available data. Additionally, this role will conduct on-going analysis of the business, operating practices, and data flows within and between various systems, applications, and business units with the intent to increase automation in processes related to data and reporting to maximize productivity.

I successfully managed and conducted numerous client surveys, driving significant improvements in customer experience. By aligning these surveys with the strategic plan and addressing the needs of stakeholders from different lines of business (LOB), I have made valuable contributions to enhancing overall customer satisfaction and loyalty. As a result of these efforts, we have achieved the Top 3 positions in Net Promoter Score (NPS) and Overall Satisfaction (OSAT) rankings.I carefully coordinated and approved requests for user access to Qualtrics while promptly providing ad-hoc support to users. I also developed and delivered over 15 surveys for stakeholders, employees, and customers which complemented the Client Experience Program. It was also my responsibility to oversee 16 existing product surveys and provide recommendations to enhance engagement among employees and stakeholders. Additionally, I review and authorize new user access, resolve technology and access-related issues, and ensure compliance with protocols. Furthermore, I generated accurate reporting and analytics on customer experience, translating derived insights into regular reports. I also utilize CE scorecards to monitor progress and prepare scorecards and dashboards for meetings.Over the years I have demonstrated exceptional performance in meeting NPS and OSAT goals across various lines of business including Retail Relationships, Small Business, Business Banking, Retail Client Services, Private Bank Client Services, Japanese Client Services Unit, Online Banking, Mobile Banking, Mortgage Servicing, Mortgage Originations, HELOC, and Organic Personal Lending.

As the leader of the Change Leadership Program Office, I developed robust methodologies, frameworks, tools, and templates to support change activities. I diligently established a governance structure to ensure sustainability and actively contributed to the implementation of technology initiatives such as SharePoint and capacity planning.In the Regional Bank's Client Experience Program, I provided proactive support for the Enterprise OCM Framework, training leaders on change management techniques and effective implementation strategies. I also developed a powerful reporting tool, which provided comprehensive information on initiative status, milestones, issues, and benefits, offering stakeholders visibility into operations. I curated insightful reports for stakeholders, highlighting concerns raised by top clients impacting advocacy and satisfaction.Additionally, I delivered precise reporting and analytics on Client Experience, generating valuable insights across different lines of business and aligning them with regional objectives. I managed CE scorecards and dashboards for MBR/QBR meetings, tracking and analyzing internal and benchmark survey results.

As a part of my responsibilities, I collaborated with several business units including Retail Customer Service, Transaction Banking (Commercial Credit products), Commercial Customer Service (UCM/MODA Deployment), and Private Bank Customer Service (Wire Services). Together, we worked on numerous improvement initiatives that resulted in cost reductions exceeding $10M.Another part of my responsibilities included working closely with business and project teams to define and oversee project scope, milestones, and timelines, ensuring effective planning and execution. I also provided training and mentorship to Green Belt candidates to equip them with the knowledge to apply Six Sigma tools and methodologies in their project work. Furthermore, I supported candidates throughout the DMAIC process, emphasizing risk mitigation, as well as cost and cycle time reduction, as primary objectives during project execution.

It was a part of my job to implement various tools and optimize procedures to ensure effective data collection, project documentation, and the utilization of standardized reporting templates by executive management, stakeholders, and project members. All this was conducive to streamlining operations within the organization.In addition, I provided leadership and oversight for multiple cross-functional projects to enhance the customer experience, improve operational efficiency, and eliminate unnecessary process steps. I also organized and conducted Lean Six Sigma White Belt training sessions, certifying over 3,500 individuals.

I took the initiative to implement and execute various tools for team coordination and SharePoint sites. These efforts significantly improved collaboration, communication, and teamwork efficiency. I also contributed to integration efforts and assisted actively during the transition and implementation stages. Additionally, I designed an advanced database that securely stored sensitive documents and facilitated secure document sharing among integration partners using Intralinks. Moreover, I played an instrumental role in establishing and launching a company-wide Lean Six Sigma Program.