Oversaw the technology implementation process, coordinating multiple programs and projects to support global applications and teams outside the Global Banking and Market domain. Facilitated the comprehensive lifecycle of assigned programs and projects, covering engagement, estimation, design, testing, deployment, and process simplification, while utilizing Agile and Waterfall methodologies. Managed business and technology programs, effectively handling decisions, issues, risks, and Technical Action Requests (TARs). Collaborated with various departments across the bank to identify, document, and address gaps and dependencies, ensuring seamless coordination and communication between projects and initiatives.● Successfully used management platforms like SharePoint, PPRT, Discovery, and PCM to drive and support program and project efforts.● Delivered comprehensive documentation for programs and projects, including tracking challenges, managing potential problems, updating progress, and detailing requirements and designs.● Developed test procedures to ensure the effectiveness and accuracy of project implementations.● Communicated effectively with senior executives, reporting on program and project achievements and financial metrics.

Evaluated and researched customer complaint trends and feedback within the Merchant Services Complaints Root Cause Analysis Program, working closely with key stakeholders. Provided in-depth expertise on operational matters to support business objectives. Tracked essential metrics to ensure efficient business performance and oversight of designated operations. Directed and managed the implementation and scheduling of transformation projects within assigned business areas. Implemented and monitored effective controls while providing strategic guidance to teams, driving efficiency and performance improvements.● Identified gaps and opportunities in collaboration with relevant teams to enhance processes, procedures, and technology.● Introduced enhancements that effectively reduced the number of complaints and positively affected change.● Improved solution performance by optimizing efficiency, quality, and cost-effectiveness across multiple levels.● Resolved obstacles and streamlined workflow to overcome pipeline interruptions.● Developed a structure for conducting business operational evaluations and proposed monitoring approaches.

Developed organizational maturity by defining and implementing top-tier operational excellence practices. Championed strategic goals, advanced uniformity, and equipped teams with tools to optimize operations and mitigate risks. Oversaw projects including process development and capacity management. Created and executed plans for leaders’ first 30, 60, and 90 days, led onboarding projects, and conducted a Roadshow. Established and trained associates on JIRA boards, managed requests, communicated with clients, and prioritized tasks effectively.● Developed and implemented a communication system with weekly updates and reporting procedures, improving departmental support.● Facilitated employee engagement initiatives, managed calendars, and launched a welcoming program for new hires, enhancing team integration.● Improved presentation quality through rigorous QA processes and managed newsletter content effectively.● Organized and maintained SharePoint libraries, established team distribution groups, managed the CDAR mailbox, and tracked master contact lists.● Streamlined staff and leadership meetings by managing logistics, organizing agendas, contributing to content development, and capturing key decisions.● Enhanced reporting and data analysis by supporting leadership with comprehensive insights and accurate documentation of meeting outcomes.

Guided associates to ensure effective communication and organizational skills throughout projects, leading teams to prompt adoption of strategies. Acted as the primary contact for external clients and internal departments including Sales, Implementation Advisors, Service Advisors, and Product and technical teams using change management techniques to streamline communication and coordination. Facilitated internal team discussions to refine business processes in alignment with client needs and provided updates on project challenges, technological issues, and actions taken. Managed the recruitment, onboarding, development, and mentoring of team members, while staying informed about the company’s products and services to ensure they met client requirements.● Achieved continuous improvement in project outcomes by implementing best practices for team performance.● Ensured alignment with business goals through monthly and semi-annual performance metrics analysis.● Improved financial oversight and operational effectiveness by managing expenses, budgets, personnel requirements, and performance evaluations.● Enhanced process excellence and efficiency through strategic reporting, trend forecasting, and turnover management.● Established and directed compliance and audit measures, effectively reducing client risk.● Supervised and verified team members complied with all established business procedures and guidelines.● Spearheaded key site initiatives, including the account opening project, the development of specialist training programs, and the oversight of satisfaction metrics and overtime reports. ● Elevated employee engagement and recognition through strategic meetings and monthly recognition emails.

Facilitated weekly market calls to communicate and instruct on crucial risk management practices, ensuring adherence to all relevant risk, audit, and regulatory standards. Designed, implemented, and reviewed risk management frameworks and protocols. Maintained compliance with federal regulations and industry best practices. Provided training and support to new managers, enhancing their development and leadership skills. Recruited, onboarded, and mentored staff to elevate service quality. Cultivated strategic relationships to enhance satisfaction, negotiate solutions, and drive loyalty.● Formulated and implemented a strategy to reach the Financial Center’s quarterly targets.● Orchestrated and motivated a team of associates to exceed established sales and service performance standards.● Developed and instituted comprehensive compliance protocols across multiple banking centers, ensuring strict adherence to regulatory standards.● Strategically integrated business objectives with advanced risk management controls, optimizing operational efficiency.

Trained 25 member management team on coaching techniques and best practices, conducting workshops and one-on-one coaching sessions that contributed to sound leadership teamsManaged the quality monitoring process for Model, Electronic Banking Services, Electronic Claim Services, Customer Solutions, Transaction Services, Dealer Financial Services, Premier Relationship Clients, and National Help LineCo-developed various initiatives and roll-outs including coaching guides and quality control processes by acting as a liaison through out the projects between different lines of businesses within the organization

Increased associate satisfaction and retentionAchieved sales productivity over 500%Continually exceeded in sales, customer satisfaction, and banking center regulationsReached 20 points over customer satisfaction goalAwarded for balance performance

Met or exceeded sales performance in every categoryEstablished and maintained a customer baseGranted admission to the bank’s management training program

Worked in retail, expanded, small business, and treasury management gates, servicing clients with accounts and selling products to fit their needsParticipated in the Associate Advocate Group, and the Buddy ProgramRecognized as the ACH Champion