Provided global subject matter expertise and ideas for the development of BofA/ML's CashPro Cross Currency (FX) product.• Participate as a eCommerce channel representative on triage meetings to resolve production problems• Participated and approved the creation of communication documentation such as; alerts, banners, intranet articles and application/product user guides • Served as a liaison to sales and regional product managers for issues and enhancements related to CashPro Cross Currency (FX) product.• Assisted in the prioritization and rationalization of business needs to be incorporated into multi-generational development plans and payment strategies • Continuously update the multi-generational plan to ensure alignment to development timelines, funding levels and evolving business priorities• Define and prioritize internationalization requirements, including the identification of portal framework components, applications, servicing tools and people / processes see less

Key contributor to operational and technical discussions to ensure documentation regarding solutions and target-state are clearly understood by the line of business• Included actively participating and ownership of various project meetings and servicing as the voice of GFX to ensure impacts and operational LOB requirements and communications are executed• Managed projects and/or introduction of new initiatives, systems, products and services • Conferred with both business unit and technical programmers throughout the life cycle of assigned projects and/or project segments to track progress, identify changes, and to ensure changes were communicated to both the business unit and technical staff.• Acted as the subject matter expert between business and technology departments by gathering, interpreting and analyzing requirements, writing specifications and design documents, and helping to develop solutions for complex issues.• Developed an understanding of the existing systems, the underlying data and workflow associated with those systems, the problems and limitations associated with both, and the available methods of resolving the identified business issues.

• Operational Risk and Control Manager * Strategic planning, staffing, directing and controlling global operations within consumer and payment Operations. • Responsible for all aspects of Consumer and Payment Operations globally with teams in Singapore, Chester, Hyderabad, and California • Migration of consumer and payment operations to Chester England and Charlotte, NC. • Set strategic direction to support business growth.• Work with cross functional teams to build solid global solutions for complex issues• Lead individuals to embrace change as a means to improve processes

• Manage Retail and Payment Operations globally with teams in Singapore, Chester, Hyderabad, and Concord. • Spearheaded seven global initiatives to standardize and improve global Best Practices in conjunction with new risk control standards. • Expanded Retail and Payments back office team from single location to multiple, global locations for improved client service in expanding markets. • Migration of Time Deposit processing from Concord to Hyderabad. • Increased delivery capabilities to facilitate exotic currency delivery. • Supported migration of OFAC checking to new, global platform• Defined back office Dodd-Frank requirements for adherence to new legislation for consumer payments.

Foreign exchange operations with operational centers in US and Hyderabad. Management, performance direction and motivation of 45 onshore and 50 offshore personnel• Global Foreign Exchange Head of Spot/Forward Operations Bank of America with operational centers in Concord, Bromley, Singapore and Hyderabad. • Management, performance direction and motivation of 45 onshore and 50 offshore personnel and a yearly global budget of $27,000,000. • Rated #1 Quality Service Greenwich Survey US Banks 2008 & 2010• Initiated or partnered in the migration of 4 Back Office functions and 1 Middle Office function globally to our off-shore operational location. This resulted in an annual savings of over $250,000. • Foreign exchange operational representative to Federal Reserve Operations Managers Working Group to review/recommend Best Practices for FX settlements. • Expansion of Continuous Linked Settlements including new currencies and trade aggregation. • Consolidation of Bank of America and Merrill Lynch US personnel, operations and technology • Procedures reviewed and updated pro-actively taking into consideration risk, control, market standardization, internal policy change and global standardization.

Saved $300k performing a Six Sigma Green Belt review of Foreign Transit Items. Consolidated Foreign Check Collections from 3 global locations to 1. Seamless migration of Foreign Check processing from Fleet Bank to Bank of America. Managed Cash exception management (investigation and compensation) for all FX products. Launched globalization effort for 5 FX operation teams to offshore location. Improved productivity and reduced cost thru Six Sigma methodology throughput various teams.

• Plan, organize, staff, direct and control all operations within a service area to provide maximum service of 7,000 packages per day while maintaining costs. • Coordinate operations efforts cross-functionally with sales, engineering, airport, and vehicle personnel to improve service• Headed opening of a new facility, coordinated relocation of staff and assets. Facility opened on time and under budget. • Manage an annual budget of $11.5 million. • Successfully worked within capital and operating budgets. • Select, train, develop, and motivate hourly staff of 60 as well as managerial staff • Administer policies involving benefits, performance improvement, and leadership development. • Station of the Month winner 5 of 12 months; Gain Sharing winner 10 of 12 months

• Plan, coordinate and control pick up and delivery operations to achieve maximum service objectives with average daily package volumes of 20,000. • Directly managed 35 employees and oversaw scheduling for a staff of over 200 drivers, customers service agents and warehouse personnel. • Monitor job performance, service levels, and productivity goals. • Direct, instruct, orient and develop new managers • Balance organizational goals with operational assets. • Recruit, interview, hire and evaluate employees. • Reduced annual overtime from 17% to 4%

• Ensure all quality and service metrics were met or exceeded • Develop and implement quality improvement procedures to exceed targeted service levels.• Utilize statistical analysis to report on daily service performance • Work directly with poor performing individuals for performance improvement

• Review and interpret analytical data to determine balance workload • Analyze status of fleet and execute reassignments as necessary Design operational plan, route layout, and vehicle assignment