• Manage a team responsible for Issues, Change management, Policies and procedures, and Training/ Education for CCO• Design and implement new policies and procedures to ensure compliance and operational standards are being met.• Provides support to all business areas in CCO in regard to Issues management, Change items and or Policy tech.• Monitor trends in Issues and recommend changes to processes in order to reduce and eliminate control breakdowns

• Proactively manages the coordination, completion, and assessment of business specific Risk Assessments. • Provides trend analysis and reporting to senior management and applicable governance committees to help in the identification of logical corollary/statistical relationships between specific risk, control, and event metrics. • Creates and enhances data visuals using Tableau Dashboards to highlight Issues at an Executive level. • Works closely with Risk Partners for the assessment and development of new products and initiatives.

• Managed 200+ procedural documents and worked closely with management, all levels of Compliance, and Legal to ensure adherence to regulatory controls• Partnered with IT to identify, design, and implement efficiencies which reduced staffing in 2016 & 2017 saving over $200K.• Partnered with Risk Partners to ensure completion of the Risk Assessments, Sox &Non-Sox controls and Issues management for the Back-Office department. • Created process flows for complex tasks to aid in discussions with support partners. • Provided trend analysis on business processes to reduce unnecessary volume and errors.• Operated as the Agile Product Manager and created features and prioritized work for the department.

• Automated the manual processing of payments as well as reallocation of payments which reduced FTE need, saving $100k per year. • Led team of 15 specialists that processed all Monetary exceptions for Sallie Mae as well as processing of general loan documents. • Worked closely with all operational, reporting, and IT areas to create a better customer experience and a more structured business for staff. • Recognized discrepancies in volume, analyzed data, and provided solutions to stabilize workload.

• Responsible for successfully capturing and transitioning 100+ processes for Monetary, SCRA and general loan processing functions to prepare for a company split.• Established risks for the Back-Office processing areas Risk Assessment.• Created department routines to effectively manage incoming and outgoing volume. • Collaborated with multiple areas on how to drive reductions in volume.• Responsible for hiring of talent needed for processing.

• Provided ongoing guidance, feedback, and motivation to staff. • Ensured team had the necessary information, knowledge, and training to efficiently perform job responsibilities. • Created new material and tools to improve team performance.• Participated in the creation and implementation of new customer service platforms