Led planning processes, including setting timelines, communicating assumptions, coordinating hand-offs, challenging submissions and seeking synergies upon consolidation and review. Established and ensured effective and consistent modelling, planning and forecasting processes across differing accounting standards and identified and implement best practices in these processes. Implemented optimized processes and systems to collect business inputs, created, distributed and explained varying forecast scenarios to internal and external stakeholders. Managed engagement with stakeholders to interlock delivery plans and complete all required control and governance for in-year and multi-year forecasts including benchmarking and model documentation. Delivered optimized commercial outcomes and choices through the planning processes by creating comprehensive review packs to inform management of forecast results and options.

Manage Bank-wide Headcount and forecast expense budgets for Structural Reform Program, Human Resources and Fraud Management. Monitor, measure, and track actual expenses and operational metrics monthly to ensure expenses are +/- 3% of forecasted plan. Provide in-depth explanations and risk mitigation plans if expenses/metrics are outside the target variance range. Provide detailed cost data to assist with the Activity Based Cost Modeling to compare cost per expenses globally. Supply detailed financial business cases in order to reduce expenses across various business areas and track savings against forecasted savings. Create comprehensive forecasting models that provide insight to all lines of expense at a GL level of detail. Assist technical resources with understanding expenses related to various services and analyzing areas of opportunity to reduce services/expenses. Produce monthly and ad-hoc reports for executive utilization in coordinating overall financial forecasts and results.

Forecasted and managed contractor expense in support of $100M Capital Budget and bank-wide telephony expense. Implemented several initiatives to improve accuracy of monthly contractor accrual process and telephony forecast. Generated and monitored all purchase orders as well as processed all invoices for Technology budgeted expenses ensuring that 90% of invoices were paid within net 30 days.

Managed and directed the daily operation of 20 + Collections Account Managers. Assigned work and set workflow priorities through daily huddles, weekly team meetings, and monthly unit meetings. Created development plans to communicate expectations to staff in order to maximize individual and team performance. Repeatedly led team to top-tier incentive payouts by consistently exceeding performance standards set by department. Increased efficiency by developing and implementing “Worked Utilization and Production Hours” reporting, ultimately saving 860 production hours per month.

Co-created and implemented comprehensive Collections new-hire training program in partnership with Training team. Provided subject matter expertise to new-hires during classroom and transition periods. Mentored Collectors by performing side-by-side call reviews. Provided floor leadership during peak Customer contact periods. Handled and resolved call escalations and Customer complaints

Serviced inbound and outbound phone calls from Customers by meeting their needs effectively and efficiently. Actively listened and established rapport with Customers to quickly understand and analyze Customer needs. Assisted Customers remedy their delinquency by offering payment solutions. Took thorough ownership of follow-up work necessary to service Customer. Operated in control by adhering to compliance regulations and security policies. Consistently met and exceeded performance standards set by department. Developed and presented new incentive plan to Collections leadership team that was approved and implemented.