Partnered with project managers, business analysts, and other stakeholders globally in software delivery and implementation of Fusion Global PAYPlus system for 10 customers statewide, including requirements analysis, design, configuration, software certification, and defect management.• Wrote, reviewed, and analyzed key performance indicator (KPI) measuring customer-reported defects, increasing quality of product delivery by 25% and decreasing number of defects reported by 35%.• Led engagements with 10 customers on requirements analysis and effort estimations, resulting in delivery of an average of 5 to 10 new requirements per customer, which increased revenue of each implementation by 5 to 10%.• Kept projects on track by delivering business support to delivery teams throughout entire software implementation process and afterwards.• Provided accurate and consistent status and reporting on diverse levels. Improved efficiency by reducing time spent on understanding and interpreting data, allowing teams to focus on strategic discussions and actions.• Managed projects throughout development and implementation lifecycle, ensuring actual implementation met requirements and delivery date.• Created internal ‘how-to’ guides, training materials, and end-user documentation, leading to creation of new online / shared library of documents to better educate employees and customers on workings of product and processes.

Collaborated with project managers, business analysts, and other stakeholders globally to deliver HSBC’s transformation project focused on enhancing HSBC’s Invoice Financial Application International (IFAI) group system used by 19 sites worldwide throughout 4 regions (Asia, MENA, Europe, and Americas and including new deployments to Canada and Mexico).• Drove coordination, planning, and risk management of all business and IT aspects of projects. Anticipated and proactively mitigated potential risks, saving valuable time and resources.• Advised program manager and business sponsor of reasons for project RAG status and provided timely escalations and mitigation proposals, preventing issues from escalating and potentially derailing project.• Supported business and IT teams throughout lifecycle of project, ensuring all BTF artifacts were produced in line with methodology and verifying all business requirements were clearly defined and understood.• Engaged with stakeholders on review of user stories using JIRA, confirming user stories accurately reflected user needs, resulting in products that better met customer expectations.

Worked with multiple stakeholders to coordinate business process analysis sessions and align solutions with business initiatives, while leading execution of high-quality deliverables across elaboration phase, including defining and documenting process flows and user interface use cases using JIRA and Visio. Analyzed business / user needs and documented business / technical requirements; translated into design specifications.• Enhanced productivity and minimized time wasted on unnecessary tasks by managing daily team workload delegation and proactively communicating status updates.• Produced high-quality deliverables, including requirements definition and documentation, resulting in clear project definition and roadmap, which ensured all team members understood goals and scope.• Spearheaded workshops with customers and client stakeholders to understand and define business requirements, while collaborating directly with technologists to develop use cases and functional specification documents, facilitating deeper comprehension of business needs / challenges and ensuring solutions were well aligned with customer expectations.• Facilitated and led JAD sessions and participated in requirement gathering sessions, meetings, and presentations, shortening time required to gather system requirements and reducing number of changes, which led to cost savings.• Met stakeholder expectations and maintained project timelines by writing, reviewing, finalizing, and overseeing delivery of 10+ use cases per weekly cycle.• Partnered with counterparts in IT (project, development, QA managers) and development resources, creating and validating business requirements and project specification documents

Managed and drove all aspects of complex projects and releases supporting global data conversion of private wealth management sector to include holding full SDLC and facilitating coordination of project resources and team building. Oversaw all project reporting to IT and user management.• Drove day-to-day project operations and served as primary day-to-day client and team contact for project, leading cross-functional management of 28 project work streams.• Devised and delivered all dates for data analysis / mapping sessions, 4 mock events, 4 change management events, 2 dress rehearsals, and 2 live events on conversion implementation plan. Identified and addressed potential issues during mock events, minimizing risk of problems during actual live events.• Led requirements gathering and system specifications via workshops, work sessions, and interviews.• Allocated and delivered key tasks, milestones, resources, time schedules, to-do lists, and execution status, driving streamlined project execution and ensuring projects progressed smoothly, with each task and milestone met on time.

Managed and drove all aspects of support for treasury and cash management projects, to include delivering expert business knowledge to the Pan Am CMS Project Team, and conducting the initial review and detailed analysis of business/functional requirements and system enhancement requests. • Created detailed functional specifications for global program/application and participated in the implementation planning activities phase of the program.• Led the creation and execution of all test scripts, testing material, and the user training guide.• Successfully managed SIT code drop testing and certification, coordinated test activities for SIT and UAT phases of projects, and executed UAT defect triage and QA support.• Validated testing output and tracked results in PMO Quality Center; conducted defect investigation, support and resolution in UAT environment.• Drove all testing, user training and support during implementation phase; designed enterprise-wide operational manuals and workflows currently in use by staff.• Revamped BNY Mellon bank file transmission customer support process to improve issue resolution.• Coordinated with GXS vendor to receive annual SAS70/SSAE16 reports preventing internal audit issues.

Directed multiple projects servicing institutional banking, from the creation of the project plan to user acceptance, full SDLC leadership and system testing, to final implementation. Partnered in all aspects of support and joint marketing efforts for ACH, Remote Deposit, Statements, Positive Pay, FX and Global Cash Management System (CMS) Internet based products.• Created process improvement/automation workflows for various transactions, to include FX payments and deposits.• Served as the liaison between internal/external teams; communicated all relevant project updates, decisions, actions, issues and risks, and coordinated the implementation of projects with other sections/units.• Developed training materials, operational procedures and workflows for implementation and design of the new Internet Banking system used today by current staff.• Directed the customer support team that received, verified and processed applications and requests related to • Mizuho Treasury and Cash Management Services.• Managed training schedule of staff to train over 1000 Mizuho customers on the use of the Internet Banking

Managed the implementation of projects for clients requesting on-line treasury and cash management services, while helping customers to understand application requirements and business objectives. Led the coordination of project resources project team formation, to include delegation of roles and responsibilities.• Identified key business and IT objectives, and both business and system processes and requirements; monitored application design and reviewed specification document to ensure adherence to requirements.• Led project team in all aspects of project including requirement analysis, design, communication, planning and scheduling; allocated key tasks and milestones, resources and time/schedule.• Prepared and monitored project documentation; project plans, set up guides, custom specifications, and project milestone sign-off documents.

Managed, implemented and completed over 100 product or service projects a month.• Identified as point person to work with clients, vendors, and coordinators on project related issues.• Tracked, analyzed and created spreadsheet showing system, database, project status and scheduled completion date

Improved how Implementation Coordinators were assigned and received projects from Account Management by designing an on-line process that cut the start time of projects in half.• Trained Implementation Coordinators, Account Managers and new employees on new on-line process.• Created a user-friendly department manual for current and future employees.• Analyzed and reported client and developer issues.• Processed and assigned database change and project requests.• Managed and audited client production folders, control charts and health checks on a weekly basis.

Provided support and resolution to technical issues or problems surrounding host communication lines and all CNS products• Coordinated training of assigned customer base either in a classroom setting or via telephone.• Selected to accompany Account Manager on visit to major client to demonstrate the core CNS product; led to the customer signing a contract with FISERV.

Direct line supervision that included training, attendance, personnel issues, scheduling and performance review. Participated in client training of various networks.• Reconciled daily settlements.• Researched and resolved client and internal issues related to settlement and reporting.• Adjustment processing and client support on four networks.• Cross-trained on various networks to serve as back up during staffing and workload fluctuations.