Jennifer Baker Email & Phone Number

Atlanta, Ga, Us

Columbus, Georgia, Us

Provided executive oversight of 24x7 operations, advisory services, client experience, and overall service delivery for a $61B asset-based bank. Managed capital budgeting and cost optimization for budgets ranging from $100M to $250M. Led strategic planning and execution, as well as human capital strategy and development.• Cultural and Operational Overhaul: Orchestrated a comprehensive transformation that positioned the company for scalability, reduced technical debt, and improved operational efficiency.• Operational Streamlining: Championed initiatives that streamlined operations, reducing costs by 22% through system rationalization and enhancing digital product offerings, resulting in $3B in revenue growth.• Business & Operations Focus: Designed modified digital products/services to meet evolving pandemic customer behaviors to acquire market share (e.g., $3B in PPP program) and introduced an end-to-end operational model to drive business revenue and product targets. This included leveraging data and predictive analytics to anticipate customer needs and improve service delivery.• Strategic Roadmap Alignment: Aligned a multi-year product and service enhancements roadmap, driving significant capability improvements.• Crisis Management: Designed and implemented strategies that protected the company during the 2020 economic uncertainty, transitioning the business model to a scalable and hybrid human capital program.• Future-Forward Investments: Partnered with leadership to envision and execute a long-term investment strategy, balancing business continuity with transitioning to a Digital/SaaS-first model, accelerating product and revenue growth.

Charlotte, North Carolina, Us

Oversaw developing and implementing comprehensive digital strategies to enhance self-service channels, including ATMs, virtual teller, branch automation and digital branch content platforms for a $300B asset-based bank. Managed cross-functional teams and large-scale projects to drive innovation and operational efficiency.• Operational Scaling: Strategized and executed a plan to scale operations for explosive digital growth, building and developing a 50-person team. This "best in class" approach was adopted in 180 branches, creating a go-to-market sales framework for a direct-to-consumer prospecting alternative model.• Innovation Leadership: Cultivated an internal innovation strategy, creating the "branch of the future" store. Led teams of 110~, directing initiatives across internal, external, and global offshore development teams.• Customer Experience Enhancement: Enhanced cross-business client experience and deepened multi-relationship product penetration. Introduced an omnichannel strategy and solutions, leading cross-functional planning sessions that united Retail, Digital, and Mortgage divisions under a shared vision.• Technology Adoption: Drove achieved objectives related to consumer adoption of new technology, aligned retail and omnichannel strategy across ATM, Digital, Mobile, Video Teller, and Branch channels, significantly enhancing customer engagement and satisfaction and utilized data and predictive analytics to refine customer interaction models and improve user experiences.• Facility Design and Branch Automation: Showcased modified facility designs and branch automation such as video tellers, automated call centers, or technology bars.

San Francisco, California, Us

Led retail operations during a significant merger and acquisition period, focusing on cultural integration, operational efficiency, and strategic enhancement of branch services for a $1.7 Trillion bank holding company.

New York, Ny, Us

Led technical services and operational strategy, driving growth and innovation across a multi-state broker network for a ~$100B wholly-owned subsidiary within the ~$549B AIG holding company.