One of the world’s largest broker-dealers, Charles Schwab & Co. has more than $8 trillion in assets under management and 40 million active accounts. The Operations and Transformation Services team is broadly responsible for designing and delivering strategic initiatives that improve enterprise effectiveness and efficiency. Tasked with removing $500M in annual costs, the team builds for scale leveraging automation, delivers workflow enhancements, tools, and digital self-service capabilities, and redesigns policies and procedures.Responsibilities and results include:• Revamped a young, fledging program not producing results. Implemented a new integrated strategy and structure, built a prioritized multi-year backlog, and aligned partners and executive stakeholders.• Delivered a verified $35M in annual savings – more than triple the original objective, reduced processing cycle time by 33% and unit cost by 46% and helped increase our client satisfaction score to a record 94%.• Earned recognition from our CEO and Executive Council for setting a new standard for what’s achievable at Schwab through transformation – 40% to 60% reduction in operating costs. • Achieved results by developing a comprehensive strategy tied to drivers of functional excellence, enhancing communications and collaboration, effectively leveraging unique skills of team members, building broad-base integration within technology and business partners, and prioritizing change management and continuous improvement. • Asked by executive leadership to build and lead an additional multi-year program starting in 2024 focused on the enterprise-wide transformation of Schwab’s retirement services.

• Designed and implemented a multi-year managed investing program designed to build scale and efficiency, improve client and rep experience, introduce new products, and enable efficient market expansion. • Within the Cross Boarder Program, a tier 1 regulatory effort, designed the strategy and approach for multiple workstreams in order to secure senior leadership support and help prioritize resource allocation. • Generated improved efficiency and reduced risk in Schwab’s international business as well as increased monetization of client assets through enabling new products and services in existing international markets.

The Asset Management Client Solutions (AMCS) group is responsible for product and platform management, third-party relationship management, specialized sales & service for nine products at Schwab including mutual funds, ETFs, fixed income, managed accounts, alternative investments, structured products, 529s, annuities, and insurance. Together, these products represent more than 20% of Schwab's total revenue and 40% of its assets under management. Responsibilities and results include:• Design and implement a best-in-class cross-product data and business analytics program that drives strategy and critical decisions through actionable intelligence.• Optimize the group's data infrastructure and streamline operations in order to improve efficiency and consistency. • Drive change management by serving as the integration layer between all third party product teams, data/analytics partners, and other internal stakeholders.• Design, build and manage the AMCS data and analytics center of excellence.

Retail Strategy & Wealth Management Solutions is an internal consulting and program management group responsible for business strategy, offer design, and implementation/management of Schwab’s retail affluent and advisory solutions. Our mandate is to design and deliver a combination of services, products, and capabilities that deepen and grow client relationships. Responsibilities and results include:• Helped define and implement a new approach to financial planning and investment strategies in order to align to the firm's approach to Modern Wealth Management• Spent two years defining, designing and delivering a comprehensive, firm-wide service offering for Schwab’s largest client demographic in response to new FINRA regulations (2165 & 4512), state laws, and unmet client and staff needs.• Created detailed program approach and managed large cross-functional teams focused on developing and enabling a new Senior Investor Support Team, new operating procedures and policies, technology solutions, firm-wide training, client educational materials, and corporate communication plans.• Developed staffing models and structural team designs while socializing and securing funding, in a resource-constrained environment, to hire, launch, and enable the new Senior Investor Support Team.• Secured broad support for program plans by conducting hundreds of interviews, engaging in extensive industry analysis, and regularly presenting to and discussing detailed plans with leadership.• Consultant to partners seeking client experience expertise specific to creating or modifying wealth management products.

Serve as an advisor for organizations that strive to provide business decision makers and career- and academic-minded individuals with insights and expertise designed to guide strategies and create better, more informed outcomes. • Engaged in thought leadership and provided industry analysis for asset managers, top-tier consultancies, private equity firms, business leaders and individuals. • Projects include: ---Current state and competitive analysis of the finance/accounting staffing and professional services market; ---Metrics and vendor management strategies for managed service providers (MSP); ---Company-specific analysis for investment management firm; ---Sales strategy recommendations for big data analytics start-up; and, ---Market sizing and profitability analysis for new possible service line for insurance company.

Experis is a multi-billion global professional services firm dedicated to project solutions and professional resourcing. Hired as part of a pilot program focused on initiating and growing client engagement across finance operations. Responsible for creating and driving efficient processes designed to solve client needs, building and managing cross functional project teams in highly matrixed environments, and leading overall delivery of solutions. Responsibilities and results include:• Partnered with management to identify unmet need in energy sector; structured new service offering, which streamlined inefficient client processes, improved clients’ customer satisfaction, and enabled resource reallocation; resulted in new and expanded partnerships and increased revenue for Experis.• Developed and implemented new service lines and guided industry strategies by delivering analysis on emerging opportunities and risks, resulting in considerable revenue increases.

CEB, now Gartner is the world’s leading member-based advisory company. It has a unique view into what matters — and what works — when capitalizing on drivers of business performance. As a leader in the Finance and Strategy Practice, I helped create superior business value for Fortune 500 executives by teaching finance and strategy research in addition to scoping, designing and managing solutions tied to drivers of functional excellence. Collaborated with CEB management to align goals with enterprise initiatives, increase market penetration, and achieve sustainable revenue streams while optimizing client results. Managed and grew multimillion dollar business unit and developed operational strategies by utilizing data, effectively directing resources, and sourcing proven solutions. Responsibilities and results include:• Generated millions of dollars of revenue through efficient business management & operations, stakeholder engagement, root cause and data analyses, and continuous improvement of processes that increased service consumption; resulted in one of the highest year-over-year client retention rates and net promoter scores.• Provided complex and nuanced decision support helping executives from multiple industries develop best practices-based actions plans, achieve business results, and save millions of dollars and thousands of hours.• Partnered with finance leadership at a Fortune 50 company to create unique Board-level solution that developed and tracked KPIs for 6 functions; new dashboard allowed leadership to measure progress against annual goals, drive business plans, determine capital allocations, and reduce expenses.

• Increased revenue under management 40% by conducting extensive industry analysis, and hypothesis and market testing designed to focus limited resources on high-potential, value-creating opportunities.• Demonstrated persuasive communication skills and robust public speaking through writing targeted marketing campaigns, and facilitating and leading client presentations and internal education sessions. • Coached, managed and evaluated employees for placement in positions across CEB including an analyst who, across two years, went from struggling to find their footing to becoming one of our top performers.

• Led client services team for CEB’s Investor Relations Roundtable and managed daily operations for this multimillion dollar business unit resulting in distinction as Practice’s top-performing division by revenue growth and customer satisfaction scores during 2008/09 recession. • Helped IROs prioritize their objectives, and deploy scarce resources in response to intense pressure faced during the financial crisis; earned trusted advisor status during this unprecedented economic climate.• Represented voice of clients by collaborating with product team to develop new services aimed at measuring investor message absorption and recall, and developing company-specific financial brands.

• Turned Practice’s worst performing business segment into recognized global top performer by conducting extensive market analysis and creating new policies that cultivated clients’ trust and delivered steady value.

• Established continuous improvement processes to repair damaged partnerships with dozens of global clients.

Americans for Prosperity (AFP) is a non-profit policy organization committed to educating citizens about economic policy and mobilizing those citizens as advocates in the public policy process. I helped develop and implement strategies and governance policies as program manager for the newly established corporate and foundation partnerships division of this national economic think-tank. Under limited supervision, created infrastructure, set and executed strategy, grew revenue and managed daily operations.Responsibilities and results include:• Cultivated relationships with Government Affairs executives and foundation officers, while sourcing and developing policy-specific advocacy campaigns, resulting in 100% revenue increase year-over-year.• Supervised and implemented policy projects, improving focus and advancing Federal & State policy goals. • Lead efforts to establish and expand regional operations and supported the formation of new State offices.

• Created infrastructure and managed operations for newly-established corporate and foundation development department, resulting in dozens of new donors and partners within first 12 months.

Completed rigorous immersion program in Market-Based Management® (an approach to management that fosters innovation, integrates theory and practice, and prepares one to manage challenges of growth and change) while conducting full-time field work at Americans For Prosperity (AFP).

• Served as day-to-day point of contact for local staff in Political and Economic Embassy offices while full-time US diplomats rotated to new country assignments. • Responded and carried out tasks related to in-country asset research & analysis for suspected global terrorists, freezes of US-funded projects, and implementation of administrative policy changes as required in daily cables from the State Department.• Met with and recorded concerns of US business officials conducting operations in East Africa and the Great Lakes region. • Supported activities related to the arrival ceremony for the visit of President George W. Bush and Secretary of State Colin Powell. • Served as the US representative at local press conferences and low-level Ugandan government meetings.• Partnered with USAID and other organizations to assess the progress of US government funded capital projects.