Accountable for Service Delivery for the Consumer Credit Card Core Platform.Responsibilities• Contract and Financial Management• Audit Management and Issue resolution• Controls and Monitoring• Governance and Oversight

Accountable for Business and Information Controls for the new card core platform.Responsibilities• Inventory, assess and report on end to end controls and proactive monitoring in Line of Business, Technology and Vendor environments. • Evaluate Defects and incidents for potential control and monitoring opportunities• Ensure appropriate end to end controls are in place related to data management, data synchronization, metadata and data lineage.Key Accomplishments• Heat Map design, implementation and ongoing production• Worked with Lines of Business to defined High Risk Processes• Inventoried and documented data management synchronization, data quality and high risk process controls• Developed and implemented health of control trend reporting

Accountable for Implementation Management, Vendor Readiness, User Acceptance Testing and Business Continuity for the Credit Card Core Platform Modernization.Responsibilities• Develop, maintain and execute implementation plan for the card core Systems projects• Identify all vendor relationships that interact with the Credit Card core platform and work with Vendors to plan and execute on changes to the card core platform• Implement a user acceptance test plan, tracking and reporting for implementation of card core platform changes• Design, implement and maintain a business continuity plan for the Credit Card Core Platform Modernization teamKey Accomplishments• Implemented a process for identifying vendors impacted by change including prioritization based on risk rating, volume processed, utilization frequency and annual spend. This will enable an efficient process for identifying opportunity to leverage scale to reduce cost while focusing on high priority vendor implementations. • Successfully completed the largest Credit Card Portfolio Conversion in history delivering the conversion as a single event. • Executed 6 Mock Conversions, 3 Data Cuts, 3 Dress Rehearsals, and a single event conversion• Completed Manual Data Verification for the Consumer Portfolio, with record low defect results• Built a state of the art Control Room, moved Break-out space. • Tracked over 9600 items in the Detailed Task Schedule for Implementation• Managed over 2000 Business Readiness tasks to ensure completion• Ensured funding and staffing was available to support the initiative and set the tone for Future State Financials• Completed the Production Certification Scorecard process. • Built on on-going reporting to track results

Accountable for the Quality control development program for loan modifications, deed in lieu and short sales ensuring the business is operating within rules and guidelines.Responsibilities include:• Create and maintains an inventory of traceable connections between Control Environment and requirements, policy, procedure and execution• Validate critical connections between elements to assess adequacy of each element• Escalates weaknesses, inconsistencies, and inherent risks in elements to responsible parties and ensures resolution• Perform regular independent testing of elements, with heavy focus on critical enablement, control, and outputs • Ensure transparency of defects, trends, and performance against key requirements through reporting to operating units, senior management, and other key stakeholders• Identify root causes of systemic issues and escalate to business and process improvement teams• Track mitigation to ensure closure of key issues and provide standards to prevent new issues• Assess QC results in conjunction with Compliance, Risk and Audit findings / test results to identify critical themes and trends. Summarize trends from independent reporting across disciplines for stakeholders.

Accountability for teller and transactional systems used witin the Banking Center Channel.

Responsible for ensuring that Contact Centers and all eCommerce Channels are opperationg within policy, procedures and regulations. Responsibilities include Emerging Threats, Audit issue management/mitigation, monitoring business processes to identify gaps/failure points.

Responsible for the integration of LaSalle and Bnak of America deposit products and contact centers

Responsible for identifying, initiating and implementing process initiatives that deliver increased service levels and optimize service delivery throughout all Deposit Products Service environments. In addition, role is also responsible for enabling world class customer service by providing associates with needed information to efficiently and confidently serve the customer. Additionally responsible for online reference tool housing customer impacting policies, procedures, reference information and supporting communications for customer facing associates across Deposits Contact Centers.

- Consumer & Small Business Banking Project Office- (Portfolio Management Group) Portfolio Management focuses on managing and driving project results, developing and adhering to stated policies, procedures to support OCC requirements as well as business needs.- Client Services (CS): Developed and managed the group providing operational support in the implementation of new initiatives- Vendor and Procurement Management (VPM): Create and manage vendor management policy, process, procedures, and a contract-tracking database- Association Management: Manage the Visa and MasterCard association operational relationships.- Strategic Operations projects such as conversions/integration, the establishment of new business lines and represent Operations in the coordination of due diligence initiatives- Facilities and Security: Responsible for managing over 670,000 square feet of space across seven facilities in three states with an eighteen million dollar budget

Responsibilities included:- Client Services- Vendor and Procurement Management - Debit Operations ATM & Debit Claims/Cash Settlement- Association Management- Strategic Operations- Interim Servicing relationships- Facilities and Security