-Manages the Master Data Management staff who supports the organization by identifying trends in requests entered by Customer Service and Account Management and processes transactions related to member data-Identify and submit for automated solutions for otherwise manual processes-Submit system enhancements or new feature requests-Provide business requirements for system enhancements and new features to optimize the end user experience-Stakeholder and business owner in prioritization meetings-Review and update Standard Operating Procedures for efficiency-Workforce management

-Maintain client relationships for Consumer Directed Health Care products including Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA), and Flexible Spending Accounts (FSA)-Translate complex issues to and from client contacts in a way that could be understood and maintain their satisfaction-Manage and monitor up to ten service level agreements where the organization had to remain on track to avoid financial penalties-Played key role in seven number of development projects to successfully on board new client relationships and/or improve existing ones-Train Customer Care Center representatives on client designs and account offerings-Develop process documents for core and /or client specific processes-Act as a client advocate in all internal development discussions-Report analysis to identify impacting client and customer impacting trends-Gather requirements for systemic process enhancements to eliminate manual intervention-Ensure client requests are resolved by the Account Administration team within contracted Service level Agreements-Create/oversee project plans and update both internal and external stakeholders on key milestones

-Build cross-functional partnerships with internal business partners to drive requirements and execute implementations for the Health Savings Account (HSA) product.-Coordinate release management that entails tracking of all open defects, Production Validation Testing (PVT) tasks, issue tracking, operational impact analysis, and launch planning.-Prepare and present product related requirements and demos to internal and external customers.-Produce UI mock-ups for consumer and internal facing web portals.

-Maintained client relationships for Consumer Directed Health Care products including Health Savings Accounts (HSA), Health Reimbursement Arrangements (HRA), and Flexible Spending Accounts (FSA).-Owned the overall relationship with Bank of America’s Benefits Solutions segment, which provides Consumer Directed Healthcare options to approximately 1.8 million end-users and has medical reimbursements totaling over $2 billion annually.-Increased client satisfaction survey results from 80% to 93% by providing best in class service.-Acted as a client advocate in all internal development discussions.

-Had responsibility for the Treasury Operations organization with approximately 100 employees located in the United States and India.-Provided back-office administration for over 15,000 employers/groups, including 25 Fortune 500 corporations.-Managed the processing of over 12 million financial transactions annually.-Accountable for operational accounting, treasury product roadmap, financial risk mitigation and reconcilement activities. -Enhanced fraud monitoring processes to mitigate financial losses.

-Managed relationships with over 500 Health Savings Account (HSA) account clients, including two large corporate clients with over $600 million in assets.-Supervised a team of 12 Client Service Representatives, which included providing coaching and training.-Monitored the volume of inbound inquires to ensure that staffing was sufficient to meet all Service Level Agreements (SLAs).-Remediated all escalations to ensure client satisfaction.