- Drove consistent team KPIs for 98% service levels and 98.5% quality scores for Banking Operations over 3 years by holding key business partners to key performance metrics, maintaining a 30-second average speed to answer 98% of the time. - Reduced internal audit findings by 80% within one year by implementing an enhanced document archiving system and updating SOPs, streamlining evidence access, and improving audit response efficiency.- Successfully led the FDIC Large Bank Insurance Determination exam, passing within the 60-day deadline by collaborating with FIS, Schwab Bank Technology, Risk, Legal, Compliance, and Regulatory Liaison teams and establishing documented procedures.

- Extended operational hours by 8 hours and saved $4M annually by establishing an outsourcing program in India, improving accuracy from 95% to 98.5% through rigorous quality assurance. - Reduced new account backlog by 90% within six months and improved employee engagement by 28% within a year by establishing SOPs, KPIs, and control reports to standardize Schwab’s International Operations. - Streamlined operations by reducing workflows from 150 to 65 (56%) and cutting cycle times by up to 33% through implementing a new Pegasystems workflow system, consolidating processes, and eliminating non-value-added steps. - Successfully onboarded and trained 75 contract employees within 3 months, establishing 5 fully productive teams meeting a 98.5% quality standard in response to a Federal Reserve directive to repatriate offshore positions. - Consistently achieved top productivity in operations with quality scores exceeding 98.5% and ranked in the top 10% for employee engagement firm-wide by mentoring and developing a high- performing leadership team. - Completed the Customer Identification Program enhancement project 3 months before the FinCEN deadline by collaborating with Risk, Compliance, Legal, and Product teams to update requirements and forms for beneficial ownership and jurisdiction documentation. - Achieved 8% and 10% budget savings over two years in retail operations by optimizing staffing models in collaboration with Finance and HR, ensuring service levels were consistently maintained.

- Reduced new account opening cycle time by 10 hours, achieving $800K in annual savings by streamlining workflow processes and eliminating non-value-added steps through Six Sigma methodologies.

Early Charles Schwab Career: Senior Project Manager-Operations, Service Strategy & Integration