Accountable senior leader of the Commercial contact center, supporting 600,000+ annual call volume and 90,000+ email volume, overseeing deposits, loans, treasury management solutions, leasing, and payments, with 230 direct reports. • Achieved status as an industry leader in delivering Paycheck Protection Loans and Treasury Management Services that drove YoY expansion of Commercial Banking unit.• Improved and maintained client satisfaction scores resulting in recognition as one of the top banks in the nation for client support during the pandemic.• Defined new strategic direction and operations model for customer experience for Commercial division. • Retained Bancorp Payments Reconciliation responsibilities, augmenting span of control.

Directed the Payments Reconciliation team supporting the cash logistics network and products including cash vault, smart safe technology, and cash vault direct; annual transaction value and volume exceeding $30B and 6.4M. • Led successful merger integration of MB Financial and Fifth Third Bank cash solutions, the largest M&A transaction in more than 15 years.• Implemented innovative reconciliation controls in the Cash Logistics business resulting in a significant reduction in charge-offs and growing the business by more than 100% over 5 years. • Managed national armored carrier relationships, including 240 supplier vaults and 9 bank-owned vaults, cash inventory in excess of $1B, supporting 10,000+ customer smart safes devices and 40,000+ client locations.• Directed research and resolution of customer deposit and bank balance sheet variances, with monthly average inventory of ~9,000 research cases, ensuring timely resolution and compliance with GAAP standards.• Led Payments Operations Excellence team responsible for analytics and project delivery, supporting Commercial Call Center, Lockbox, Vault, and Treasury Management Implementations business units.

Created and directed the Quality Assurance & Quality Control program, monitoring and supporting Contact Centers, Commercial Loan Fulfillment, Treasury Management Implementations, Lockbox, Deposit Operations, and oversight of 3rd party relationships. Managed 32 full-time staff including management, business analysts, and specialists who performed more than 11,000 monthly inspections.

Directed Bancorp check clearing strategy comprising 600M+ checks per year and $13M+ in annual direct operating expense. Managed 3 exempt full-time analysts. Reduced annual check clearing expense by more than 50% ($13M to $6M) within 5 years while volumes increased > 20% through strategic client acquisitions. Managed balance sheets of Due From Banks assets exceeding $2B per day, identifying opportunities to accelerate collection of non-interest bearing cash. Reduced clearing ratio from 1.0 days to 0.5 days.

Managed 3 exempt managers and 69 non-exempt full-time and part-time employees from specialists to line level leadership across 3 shifts and weekends. Executed ground-braking project, removing multi-million dollars in logistics expenses related to check clearing activities, that established company as a leader in digital check clearing.

Managed 2 exempt and 18 non-exempt, full-time employees. Responsible for daily batch posting of all Bancorp transactions to customer accounts, consisting of more than 3M transactions daily.

Completed 18-month Bank Operations leadership training program. Performed rotations including Consumer Contact Center, Commercial Loan Fulfillment and Servicing, Deposit Operations, and Check Processing.