Colin Watson Email & Phone Number

Salt Lake City Metropolitan Area

Greater Salt Lake City Area

• Operations management overseeing day to day support and implementation of strategic support initiatives. - Pega systems/OpenSpan - Implemented automation tools to reduce operating costs by $300k annually - Sales transition - Oversaw technology implementation and customer behavior analysis to introduce sales program• Senior team manager of business analysts, operational analysts, systems administrators, reporting and analysis. • Performed analysis, design, and implementation of projects and processes using traditional PMI and Business Analyst methods. KPI measurement to identify opportunities and earned value - Managing member of Genesys ACD platform and redesign or call recording platform - Designed and managed implementation of three new operations centers to reduce attrition and operating expenses by $400k annually• Working understanding of networking architecture and security design. Translated technical and business needs between teams• Worked extensively with contracts management and engagement overseeing onboarding and relationship management with vendors. • Oversight for risk management, compliance and audit regulations along with risk assessments of new and existing applications, policies & procedures. - PinDrop fraud analytics – Managed implementation of fraud monitoring software to analyze and disposition calls for fraud• Incident management responsibilities including customer triage and issue management resolution• Business Continuity Planning and Disaster Recovery responsibilities• Strategic roadmap planning and design supporting changes from technology to culture.

Greater Salt Lake City Area

• Managed the flow of operations to ensure schedules, processes and procedures were met and staff was adequately trained. o Acted in project lead role to oversee implementation controls to fleet of 600 ATMs to comply with 2012 ADA requirements• Managed staff, set work schedules, allocated and monitored work to ensure quality • Reviewed and analyzed existing procedures and recommended changes when necessary to ensure operations were efficient and compliant • Automated journal transaction balancing & processing • Responsible for governing of audits, compliance, policy and procedure reviews, and risk management• Coordinated projects with vendors and project management office to ensure objectives were met to meet and exceed customer expectations and timelines.

• Engaged in core team roles in establishing scope, financial forecasting, work stream mapping, scheduling, development, testing and implementation.• Performed analysis, requirements gathering and documentation, design, and implementation of applications, systems and products following appropriate standards. • Acted as a liaison between vendors, affiliate management, and staff to resolve issues and improve processes and systems once efforts were launched. • Worked extensively between cross-functional departments including compliance, legal, risk, audit, marketing, information technology, finance, and customer service to complete and launch initiatives. • Managed multiple projects of varying size including scope analysis, business case drafting, charter documentation and financial analysis• Traveled throughout United States to attend trainings, provide formal presentations, obtain affiliate directives and present new products and promotions.