Facilitate process review sessions with process performers to define the current state, identify pain points and begin shaping future state recommendations

Oversee the payment file migration to the cloud, ensuring that development, testing, and migration has occurred for 14 vendors that send and/or receive files for 5 lines of business

Coach the AML Quality Team in process management tools and techniques building efficiency and ability to address problems as they arise; Project Manager, defining strategic initiatives, delivering process improvements and system enhancement on time, to defined specifications; results included design and development of 3 new services• Facilitate the development of business and system requirements for SharePoint enhancements and new designs, resulting in OCC statement of satisfaction with the improvement in SAR Narrative submissions• Lead team to define problems for focused process improvements• Train 4 sites in the development of visual management and process management practices• Guide team in developing process documentation so that they meet audit and OCC requirements Working with Next Source.

Led HR Compliance team to successfully deliver mandatory training, establishing repeatable project management framework; led continuous improvement efforts improving regulatory, compliance, and company goal delivery; accurately impacting ~40,000 associates 4 times a year resulting 671,112 training assignments.• Established project management templates, creating consistent and sustainable project delivery per launch, enabling effective alignment with IT projects, regulatory changes, and creative updates.• Received the desired audit review rating of “Adequate” for the compliance training in 2014.• Implemented multiple process improvement by removing redundant, non-value added steps, reduced production time by 4 weeks; increased delivery effectiveness and reduced post launch changes by 20%.Coached HR training operations teams to use Lean, Agile and process management methods resulting in documentation of core processes, utilization of Agile techniques, and visual management, enabling core teams to meet certification requirements and reduce over-all project delivery issues by 10%.

Coached senior leaders and teams in expanding expressions of recognition and appreciation while developing and shaping people development agenda and processes that enhanced associate engagement, training, career pathing, high potential associates, and performance management • Led successful sessions of 5 Languages of Appreciation in the Workplace for internal and external teams ranging from 9 to 40 associates, increasing engagement scores: o Improved overall engagement score of enterprise operational risk management team from 15% over 2014 to 80% and improved “I feel valued” metric from 6% over 2014 to 80% o Redesigned training from four 3-hour sessions, to one 90-minute session o Successfully facilitated Richmond City Schools’ leadership staff through sessions • Expanded expressions of recognition and appreciation by bank operations senior leaders (director and above), which increased associate engagement score by 20% in 2013 • Drove strategy for associate development planning, identified training gaps and developed training options that helped under-performing associates understand the role and structure to grow within the role; documented processes and developed training materials • Facilitated Performance Potential discussions and next steps, enabling leaders understand and address the needs of direct reports

Facilitated process analysis, problem definition, and solution development, guiding teams and leaders to understand customer needs, target outcomes, and standards to achieve process goals, utilizing Lean methodology.• Guided Loan Processing team through process documenting and metrics definition for process “pain points”; captured data on the issues based on the defined metric and influenced upstream processes to improve inputs resulting in expedited customer loan turn-around times and elimination of month end capacity issues.• Led process redesign resulting in move from 10% to 90% of Hurricane Sandy victims being able to reach an associate who could handle hurricane related credit card problems.• Guided credit card payment investigations to identify process improvement that reduced production time from 30 days to 15 minutes, enabling customers (~50 customers per day) to receive timely repayments for the credit card over payments.

Successfully delivered 6-10 complex cross functional projects per year; Received “Circle of Excellence” team award four times for excellence in the delivery of high-impact projects that exemplified the company's values; taking project need through scope and requirements building through implementation. Aligned IT and Operational project delivery ensuring effective implementation and use by operational user groups.• Led Regulatory/Compliance projects; delivered multiple phased launch of Payment Allocations requirement; identified areas of impact across organization per release planning; developed and implemented plans to address impacted areas; ensured all creative and operation systems were trained and ready for launch; developed and rolled out Monitoring and Controls protocol; resulting in on-time and effective delivery of all regulatory requirements.• VP requested Program Manager delivering the on-time implementation of a multi-project Program that delivered new platforms for identifying and managing offers per customer segment, moved to new platform, enabled micro-segmentation, developed customer communications, customer data management systems and controls and governance enabling the business to effectively decision and manage customer applications and information.