Reporting into Enterprise Excellence within Operations & Technology, I'm responsible for two workstreams:1) Home Office Program: Managing "production"/non-exempt employee work strategy, including talent and hiring rules, hybrid/remote work expectations, and employee experience (covering ~12k participants in North America)2) Media Services: An internal utility providing graphics elements, video production, and other services at a lower cost than external design management firms

Reporting into the Chief Operations Office, my role as the Head of Location Strategy for Personal Banking and Wealth Management Operations covered 35k employees and contractors globally. I also ran the Home Office Program, governing ~12k workers in the US and Canada.

As part of Global Standards & Analytics, I was responsible for developing the long-term Strategic Roadmap for Operations technology (i.e., Contact Center telephony infrastructure, messaging platform, knowledge management, desktop systems, AI/ML) - working closely with the executives across Operations and Technology to assess current and proposed platforms to drive tactical results as well as service center transformation.‒ Maintained and built relationships with operations service… Show more As part of Global Standards & Analytics, I was responsible for developing the long-term Strategic Roadmap for Operations technology (i.e., Contact Center telephony infrastructure, messaging platform, knowledge management, desktop systems, AI/ML) - working closely with the executives across Operations and Technology to assess current and proposed platforms to drive tactical results as well as service center transformation.‒ Maintained and built relationships with operations service providers (existing and emerging) to identify new tools which will help to deliver or exceed operations goals and partner closely with Citi innovations teams to ensure Operations needs are included in innovation prioritization‒ As Chief of Staff for Global Standards & Analytics (GCB) Head – created content used by leaders, including Citi’s CEO, such as the annual $3Bn budget plan for Operations, productivity results, and investment needs‒ Selected (1 of 60) to participate in Citi’s 2019 Women’s Leadership Development program, including executive presence training, coaching, and access to career acceleration opportunities Show less

‒ Managed teams that identified, consulted, planned, and executed programs globally to drive incremental value capture with a primary focus on opportunities to leverage/implement Biometrics and other new technologies ‒ Maintained Global Tech Book of Work for Operations, a comprehensive view of Technology Investments that enable Strategic Vision – leveraging a deep understanding of financial benefits and technology dependencies

- Represented the Cards Project and Program Management (PPM) office on implementation of strategic initiatives- Performed a significant level of analytics or data analysis as required to identify opportunities or ensure appropriate financial tracking of executed efforts and assist the CAO with higher level strategic planning within Customer Service

‒ Led teams that used analytics to discover opportunities, drove digital solutions, and tracked financials of executed efforts‒ Successes included $3.1MM for website URL on activation stickers, $2MM+ for cleanup of customer Date of Birth data, $1.6MM launched “Your Statement is on its Way” emails, $1MM - removed security word/CVV authentication from several online customer service flows, $0.5MM - IVR Pay by Phone enhancements

Drove over 20 projects in less than four years, leading to over $15MM of direct annual expense savings and increased revenue through World Elite upgrades, launch and management of High-Risk Account Management (HRAM) servicing, and development and implementation of our ‘Service Palette’

Managed insurance vendor relationships, budgets, created brochures & managed inventory/printingKey savings: $2MM for Travel Accident Insurance renegotiation and reduced printing expense of $1.5MM