Oversee all supply chain activities which includes leading a team that consults and delivers third party solutions to enable the business to achieve strategic objectives and optimize overall customer third party portfolio. Develop and drive both short and long-term strategy for supply chain activities, including both financial and operational aspects. Collaborate with Supply Governance teams, enterprise partners and business resources to optimize USAA's use of third parties. Provide guidance and oversight on value generation sourcing and profitability improvement initiatives to enable business leaders to supplement the workforce, scale business operations, deliver operating efficiencies, and better serve our members through global service providers.

Accomplished consumer Financial Services industry professional with more than 17 years of progressively responsible leadership in Analytics, Operations, Process Engineering and Risk Management within a Fortune 100 company. Demonstrated leadership skills through managing teams up to 250 team members across multiple consumer lending businesses. Proven track record of providing strategic direction to highly engaged teams, building sustainable and continuously improving processes, reducing overall risk to the company and deliver a world class customer experience. Professional skills include:Leadership- Creative strategic thinker with the ability to drive ideas through to execution- Extensive experience recruiting and developing top talent- Proven track record of coaching and developing team members - Collaborative leader with the ability to work across departmentsOperational Risk & Compliance- Strong understanding of operational risks and ORM frameworks - Audit and regulatory exam (OCC,CFPB) preparation and remediation- Identity and Access Management (IAM) strategy- Business Continuity and cybersecurity monitoring and testingVendor Management- Develop vendor risk and performance monitoring strategies- Implement vendor footprint and negotiation strategy best practices- Ability to identify and implement opportunities for cost savings and cost avoidance- Provide procurement leadership for all phases of sourcingOperations - Broad based knowledge of all aspects of consumer finance operations including regulatory requirements- Call center and customer service center leadership and support including analytics, workforce management, training, quality assurance and knowledge managementAnalytics and Business Intelligence- Comprehensive reporting and analytics strategy including data warehouse and reporting technologies - Align strategic goals of an organization to critical to quality (CTQs) metrics and key performance indicators (KPIs)

I lead three departments with a 55 person team within the Business Risk Office at Capital One. I am known for building highly engaged teams, designing sustainable and continuously improving processes, reducing risk for the company and delivering world class customer experiences. The three departments I currently lead are: o Regulatory Change Governance - Lead the Divisional Regulatory Change Governance team managing new, changing and proposed federal and state laws and regulations with potential business impacts - Spearheaded project with Legal to perform comprehensive analysis of regulatory and non-regulatory requirements leading to an enhancement of over 250 controlso Access Management - Centralized and redesigned Divisional Identity and Access Management (IAM) Program and team supporting ~7k associates to improve the customer experience and reduce risk - Ensured processes were in compliance with bank policies and regulations as validated by successful Office of the Comptroller (OCC) exams, internal audits and Tech Testing & Validation resultso Policies & Procedures – Lead the team responsible for developing knowledge management solution for ~2,400 procedural, training and job aid pages managed via SharePoint end-user portal

I was responsible for managing the costs, risks and performance for all third party suppliers supporting Capital One Auto Finance. Accountable for ensuring all corporate and regulatory requirements are adhered to and for ensuring that appropriate controls exists for managing third party risks. The scope covers over 130 suppliers with an annual spend over $200MM. The third parties provide products and services that support the entire product and customer lifecycle. o Recruit, lead and develop a team of supplier managers across multiple major spend categorieso Maintain responsibility for operational components of vendor performanceo Lead executive level conversations/negotiations o Deliver year over year cost savings o Partner with internal budget owners to deliver against operating or marketing budgetso Partner with appropriate stakeholders on negotiations for all managed third party relationshipso My team is accountable for proper invoice review, reconciliation and payment for assigned categorieso Resolve performance related issues/escalations with third partieso Produce regular performance related reporting for internal stakeholderso Manage on-boarding/off-boarding of third partieso Synthesize risk and performance related data into a holistic third party assessmento Accountable for CFPB, OCC, FRB and internal TPM policy requirements for all managed third party relationshipso Accountable for third party-related audits including internal and external regulatory agencieso Maintain constant awareness of external marketplace as it relates to third parties and/or relevant internal capabilitieso Implement a holistic complaint program to proactively identify and mitigate vendor customer complaints

Developed and expanded the Direct Sales Program leading ~240 team members through all facets of the Loan Originations process for Direct Auto Loan Divisiono Transitioned division away from Blank Check product to a more customer and dealer friendly digital platform o Increased customer satisfaction and cashout rates while originating $1.2B annuallyo Managed $13M+ budget for personnel, facilities, and technology

Established the Financial Services Customer Office to develop a 360 view of real-time customer feedback from surveys, social media, complaints and all other customer interactionso Built a cross-functional team across Legal, Compliance and LOBs to handle customer complaints ensuring CFPB and other regulatory requirements were adhered to o Advocated for customers to get issues addressed o Leveraged data to implement customer focused process improvements

Manage all support functions for Capital One Bank Customer Service & Sales including; Training, Quality, Mission Control, Communications, Knowledge Management, and other operations support functions. Lead and develop cross-functional teams across five Customer Service and Sales Operations sites.

Business sponsor and leader of divisional business intelligence program including ad hoc analytics, enterprise reporting and dashboard development for $10B originations auto finance division o Developed comprehensive reporting and analytics strategy by consolidating disparate data warehouse platforms and reporting technologies to Business Objects, SAS, SQL and Teradata o Primary business sponsor responsible for prioritization and allocation of funding for BI solutions o Led and developed team of 13 data and operations analysts

Analysis of operational improvements related to workforce optimization, call center and back office processes, collection strategies, incentive plan development and consumer correspondence strategies