Manage the Consumer and Community Banking Credit Risk Policies. Execute on firm wide projects and ensure compliance.• Facilitated the conversion of 102 Risk policies into an updated firm wide format• Lead the Lending Authority process for Card Risk, ensuring that lenders are certified and recertified and approval processes are in place• Manage the Card Risk SharePoint site, including development of new sites

Provide business analysis in support of change initiatives throughout the collections division of Card Services. Responsible for overall quality, auditing and evaluating the change management process and the governance of policy and procedure change. Managed the issue management tracking system for breakages and the process management infrastructure throughout the division.● Accountable for monitoring and improving the accuracy, timeliness, and customer satisfaction including education and process awareness● Facilitate and manage approximately 1200 changes through the change control process a year with approximately 800 Policy and/or procedure updates● Conduct change impact analysis to identify specific process, policy, metrics and skills impact to target audience groups● Review ‘lessons learned’ of implementations with issues with Supply Chain Team and develop action plans to mitigate breakages in the future● Develop, communicate and implement action plan to improve process performances● Work with Performance Improvement, Legal and Compliance and Strategy groups to implement cross lines of business policies and procedures within collections and manage the current governance of existing policies and procedures● Led a team to manage organizational change, including the implementation of system changes, policy and procedure changes, business process improvement, and organization restructure, to increase operational efficiency, reduce costs, and align department functions in a controlled environment● Automated change process to allow over 70 committee members to review and approve low risk changes via a database versus meeting, allowing increased volume through the process and more time to be spent reviewing high risk changes● Analyzed stakeholder impact to anticipate barriers and mitigated risk by tailoring change management strategy and plans to employee needs and organizational culture