Orchestrate strategic planning, source new business opportunities and develop robust initiatives for a business line with over 800 employees, a $100M+ operating budget and $1B+ in net credit loss. Support collections executive leadership team in transforming the strategic capabilities within the organization and delivering a broader impact on the enterprise. Analyze new capabilities and see new initiatives from conception through implementation, including project management office responsibilities. Designed a sourcing strategy to develop strong relationships with external stakeholders and create partnerships for new initiatives.• Sourced and implemented a real-time agent assist platform with built-in artificial intelligence capabilities to leverage the best practices of top collectors. - Estimated to save $7 million in annual net credit loss while improving controls and efficiency. • Spearheaded the successful transition of Collections organization from 1-year short-term planning to 3-year strategic planning; built a three-year roadmap to provide management with oversight beyond the annual planning cycle. • Established and managed thought leadership working groups that developed 187 solutions in 12 months, generating ideas worth over $36 million in net credit loss savings and $6 million expense reduction. • Fostered lucrative working relationships with Fintech accelerators, innovation leaders and venture capital firms to source new capabilities while building a pipeline for vendor assessments, enabling the creation of new value propositions for the forward-looking roadmap.• Developed “Intelligent Collections” model with artificial intelligence embedded in all viable processes.

Directed 140+ small business and consumer collections employees across multiple sites in Minneapolis, St. Louis, and Houston, while assessing performance, evaluating training needs, and developing leaders to improve productivity and efficiency. Portfolio and process leadership included consumer, small business, corporate card, payment offset and Visa insurance groups.• Enhanced dollars collected per hour by 49% over two years, saving an additional $9.2 million in balances annually. • Restructured and centralized payment offsets, which resulted in saving an additional $22 million in balances annually. • Saved an additional $7.9 million in annual net credit loss by spearheading the enterprise’s largest robotics process automation initiative. • Delivered $17.3 million in balances at acceptance from proactive within eight months by leading proactive customer agreement initiative. • Increased employee engagement by 2300 bps, improving voice of the employee overall survey scores from last to first.• Amplified overall project throughput by 50% through establishing and implementing a project sponsor model.• Identified inefficiencies and implemented process improvement initiatives in Corporate Card Collections to reduce OpEx and provide customers a better experience.

Orchestrated strategic planning, managed budgets, delivered executive-level presentations, and served as the leader of automated control detection, operational reporting, and channel communications. Administered eight direct and seven indirect project managers and analysts within a matrix environment.• Identified gaps in partnership with risk team – introduced quarterly business reviews with partners, and developed roadmaps, which resulted in decreasing expenses by 7%.• Played a pivotal role in developing cross-functional solution for cell phone consent, estimated to save $1.4 million annually across business functions.• Saved $750k in annual expenses by executing cost reduction initiatives and standing up an offshore center.• Led the planning and successful execution of a $30 million Guam Personal Loan portfolio conversion project within four months.• Elevated recurring payments by 21% through converting the retail bank to a global payment application.• Designed and developed the first-ever voice analytics control framework for improving service quality, which enabled the collections leaders to quickly identify and capitalize on opportunities.

Managed automated control detection, channel communications and project management for NA Retail Bank Collections. Launched a Control MIS team that migrated 100+ manual controls to fully automated control detection.• Coordinated with email vendors and small business team in designing and developing new email campaigns, which increased email response rate by 300%, improved online payments by 12%, and a surge in online visits by 40%. • Developed a mobile website that improved online site visitors by 16%. • Cut annual expenses by $200k and enhanced contact rates by 5% through redeveloping the collections no-contact strategy.

Led a team of 20+ Cards service and sales associates to ensure service quality excellence, drive net promoter scores, and increase revenue through direct customer sales.• Achieved site-leading employee engagement and manager effectiveness scores.• Led team to site-best sales performance, winning top quarterly performer award.• Developed compliance task force that delivered a 7% improvement in the site's sales compliance results.