Responsible for leading Payment Operations including Fedwire set up, processing and investigations, OFAC sanction screening, ACH processing, Lockbox, Bank by Mail processing, Check processing, Commercial Cash Services, and Transportation Services.

The Quality Center of Excellence enables MUFG business partners to reduce expenses, increase revenue, improve customer and employee experience and mitigate risk through optimizing controls. Managing a team of Lean Six Sigma certified of individuals to deliver process transparency, metrics, root cause understanding and improvements that maximize impact. Responsible for the Lean Six Sigma certification program for the company and the Automation Center of Excellence.

- Promoted to Operations Executive for document scanning, document management (64 million pages annually) and document indexing (135 million pages annually) to various lines of business across the firm December 2015- Deliver projects designed to enhance document management capabilities, improve customer experience, reduce risk, reduce cost and simplify our environment (cost reduction of $30 million annually) - Responsible for long term enterprise document management strategy- Provide ongoing document management oversight and controls- Manage relationship with Home Loans Originations to eliminate post-closing defects (reduced defects by 25%)

- Maintain Target State Operating Model Roadmap to influence strategic planning process for Mortgage - Coordinate across all Mortgage leaders to ensure a collective view into current state challenges, target state goals, as well as the short, medium and long-term actions needed to fulfill the customer-driven strategy- Project lead responsible for executing strategic initiatives

- Managed project and financial status for the $200MM Retail Banking project portfolio- Responsible for leadership team routines, regulator meetings, business reviews, and scorecard management for 50,000 person Retail Banking & Distribution organization - Responsible for program management for the top Banking Center Operational Improvements

- Responsible for driving performance of the online and banking center business for Mortgage, Home Equity and Insurance including growing Customer acquisition, increasing product usage/balance generation, the overall Customer experience, and ultimately channel profitability

- Quality and Productivity (Q&P) Executive responsible for the $700MM Mortgage Lending, Operations, Telephony, Servicing, Marketing, Communications, and Secondary Marketing execution portfolio- Managed the Control Chart Dashboard for each major conversion during the execution phase improving focus and reaction to key performance indicators- Q&P lead for the Consumer Lending team during the assessment phase of the acquisition

- Managed a team of Quality & Productivity Associates to apply six sigma and change management to define and execute $160MM Retirement Strategy Investment- Developed budget, governance and prioritization process to manage the funding pool

- Delivered Six Sigma Champion’s training to CCB executives and Six Sigma Green Belt training to CCB Associates- Master Black Belt coach for projects impacting branch customer satisfaction, retail product introduction, and information technology infrastructure improvement across several provinces in China- Six Sigma Deployment Project Manager for Bank of America, responsible for project plan maintenance, resource hour forecasting, issue resolution, and status report updates- Provided consulting to CCB on the development of standards and processes for Green Belt certification

- Project lead and process manager to select a new marketing agency for Bank of America’s enterprise-wide multi-million dollar marketing account- Responsible for the development and management of GWIM Marketing Hoshin Kanri strategic planning process - Ensured the successful completion of the monthly GWIM Marketing business review to Chief Marketing Officer- Coached and mentored Marketing Execution Six Sigma project leaders resulting in $3.4MM revenue growth annually- Promoted from Q&P Engineer to Q&P Executive March 2005

- Six Sigma Black Belt certified for designing, implementing, and managing all aspects of the Client Focused Continuous Improvement Quality Program including:1. Created and implemented Voice of the Client Program2. Manager of the Issue Resolution Team which monitored, reported and assisted in the root cause analysis of approximately 900 client issues quarterly3. Implemented quality assessment metrics to measure defects and sigma ratings to manage and prioritize improvement opportunities for the Client Service Group4. Developed and implemented a Call Monitoring Program leveraging NICE software for 125 Account Officers 5. Designed, built, and managed the Client Service Group Project Management Office to track and report project status, resource allocation, key issues/milestones, and facilitate the prioritization of new initiatives- Project lead for the Capacity Model Project which identified $4.0MM of excess capacity

- Obtained Six Sigma Green Belt certification for reducing Human Resource Tier II benefits cases by 16% - Managed end to end employee satisfaction survey to 2600 individuals - Created a communication campaign to promote quality and productivity including a monthly newsletter, success story of the month, video and website- Completed the business process framework across 26 business functions within the Investment Bank Operation Center by documenting core processes, defining critical to quality process outputs for clients, and establishing quality metrics