Managed a $150MM Enterprise Automation Program portfolio of projects as a Senior Program Manager. Responsibilities included analyzing and reporting on enterprise initiatives to senior/C-level leadership and stakeholder teams, ensuring obstacles were identified and deadlines were met, and tracking financials and investments against each project. Created a multi-tiered communication strategy to liaise across delivery groups. Closely collaborated with enterprise project/product teams to influence project progress, identify challenges, review use cases, discuss solutioning and drive problem-solving discussions.

Led regulatory-driven projects impacting Global Services Group across operational servicing, capability and governance teams. Uplifted technical and operational processes to deliver a strong control environment. Experience includes enabling enhanced servicing for U.S. military-related benefits [i.e., Military Lending Act (MLA) enrollment, reenrollment & exit processes, plus Servicemembers Civil Relief Act (SCRA) state exit processes], delivering $225MM in revenue, and leading 13 work-streams including technical builds across 10+ capability teams, end-to-end testing, quality assurance and operational readiness.

Managed high-profile, confidential configuration and strategic business initiatives to optimize the global footprint and solve business needs in Global Services Group. Led operational and technical readiness activities to migrate servicing processes and global teams, while realizing reengineering value and improving the customer experience. Managed end-to-end delivery in project areas including feasibility/cost-benefit analyses, prioritization/PI planning, technology/capability builds, training plan development, legal/regulatory enhancements, business continuity plan development and servicing enablement. Experience includes leading a multi-phase, 20+ work-stream initiative to migrate the servicing of the Membership Rewards program from a third-party vendor to reside in-house. Created and onboarded teams of 240 proprietary colleagues across the U.S. & Mexico to service the program.

Collaborated across multi-functional teams to facilitate and execute key process improvement projects. Promoted and reviewed idea submissions to analyze the root causes of customer experience friction points from external and internal point-of-views. Obtained data through various channels to measure potential of ideas and influence idea implementation. Performed in-depth process analyses, and developed high-level business cases and cost-benefit analyses.

Conducted in-depth account research to resolve complex issues for high-spend commercial cardmembers. Produced departmental performance reporting, analyzed/constructed monthly feedback and analyses to raise servicing gaps, managed resolution of issues and promoted positive team performance via coaching.