Leading Operations and the Quality Control Program in the Currency Transaction Reporting Regulatory Group.

Head of Commercial Banking Risk Program Implementation, Commercial Banking Reputation Risk, and Environmental and Social Impact Management (ESIM)Manage team in Commercial Banking Conduct, Reputation, and Operational Risk Strategy & Transformation having overall responsibility for the business-level risk program design and execution. In addition, manage the Commercial Banking Reputation Risk and ESIM programs. Responsible for the program build, enhancement design, and implementation of Commercial Banking Conduct, Reputational, ESIM, and Operational Risk to meet company expectations. Responsible for the daily management of the Reputation Risk and ESIM programs, including collaborating with the Chief Risk Office to risk assess clients and provide monthly, quarterly, and annual reporting to senior leaders.Proactively identify and escalate potential issues, including escalating to Governance Committees, ensuring appropriate corrective action and, in several instances, leading to enterprise-wide program enhancements.

Provided leadership as part of the Commercial Banking Conduct Risk Strategy and Transformation team responsible for development and implementation of a comprehensive, consistent, and effective sales practices risk program across Commercial Banking LOBs to meet external requirements and internal policies. In addition support the critical efforts to strengthen the sales practices culture as an integral element of the business model and practices.

Manage the Compliance and Operational Risk Testing team supporting the Insurance Brokerage and Consulting (IBC) business. The team provides the Compliance and Operational Risk Review Standards function within IBC. Responsible for developing and performing risk-based review activities to evaluate the effectiveness of mitigating controls and assess compliance with applicable regulatory and internal policy requirements.

Managed Quality Assurance team located in Minneapolis and Manila, Philippines that support the quality assurance (QA) program for three Third Party Service Providers (3PSP), and six Wells Fargo Insurance lines of business. Managed the Workforce Management (WFM) team that support two lines of business at Wells Fargo Insurance.

Built centralized Quality Assurance (QA) department to support seven different lines of business within Wells Fargo Insurance. Collaborated with Line of Business Managers, Learning and Development, Compliance, Product Managers, and Relationship Managers to develop a highly effective QA program. This team is a key part of a plan to reduce risk to the company and customers. Developed a comprehensive program and created a sustainable process for reporting. This work was validated as part of an independent validation and audit process.

Oversaw Customer Service team and collaborated with other site leaders to consistently improve customer satisfaction over 18 months.

Managed staff of 15 analysts, loan specialists, and work directors, included hiring and performance review. Balanced workload of five processes across four teams in two different sites. Created and implemented workflow and communication process for the department to enhance efficiency and production. Increased production volume while decreasing staff through attrition

Managed a diverse staff of 21 customer service representatives (CSR), senior representatives, operation clerks, and quality analysts. Balanced the workload and tasks to meet business needs, including incoming calls and offline research. Developed nonstandard schedules to maximize efficiency and meet service levels.