Liz Watts Email & Phone Number

San Antonio, Texas, United States

Responsibility includes oversight of billing systems across multiple platforms. Involved with the evaluation and strategic decisions related to billing platform optimization and the development of a multi-year roadmap. Oversees all direct debit (electronic billing) and manual invoicing of customer and client accounts through all billing applications including mainframe, server, SAP and Oracle, in addition to custom in-house platforms. Consults with Executive Leadership on billing approaches for new products and solutions and develops recommendations based on system and process capabilities. Participates on key company projects as a Billing liaison to interpret requirements and understand the holistic impact across all HC billing platforms. Identifies key Billing stakeholders and works with them to fully understand the expectations and impact from their area’s perspective. Investigates opportunities for improvement in the functional teams’ day to day work that will reduce manual effort, increase automation and mitigate risk of errors. Acts as an internal Billing subject matter expert and consultant to recommend and develop new solutions or processes, to include identifying the impact and benefits of the changes to the functional area and the Billing organization as a whole.

San Antonio, Texas Area

Responsibility includes oversight of billing systems across multiple platforms. Involved with the evaluation and strategic decisions related to billing platform optimization and the development of a multi-year roadmap. Oversees all direct debit (electronic billing) and manual invoicing of customer and client accounts through all billing applications including mainframe, server, SAP and Oracle, in addition to custom in-house platforms. Consults with Executive Leadership on billing approaches for new products and solutions and develops recommendations based on system and process capabilities. Participates on key company projects as a Billing liaison to interpret requirements and understand the holistic impact across all HC billing platforms. Identifies key Billing stakeholders and works with them to fully understand the expectations and impact from their area’s perspective. Investigates opportunities for improvement in the functional teams’ day to day work that will reduce manual effort, increase automation and mitigate risk of errors. Acts as an internal Billing subject matter expert and consultant to recommend and develop new solutions or processes, to include identifying the impact and benefits of the changes to the functional area and the Billing organization as a whole.

San Antonio, Texas

Collaboratively defines the framework, elements and deliverables for the IT strategic planning process and ensures alignment to the company planning and goal deployment process. Organizes IT executive meeting events including quarterly and monthly IT business reviews and monthly CIO all hands meetings. Directs the Enterprise IT Project and Portfolio Management Office, drives optimization and ensures that all work is visible and transparent. Evaluates information gathered from multiple sources, reconciles conflicts, decomposes high-level information into details, abstracts up from low-level information to a more general understanding. Assembles relevant data, performs analysis and develops management presentations as required to support the Chief Information Officer (CIO) and senior executives of Information Technology.

San Antonio, Texas Area

Keeps abreast of the evolving application, infrastructure and integration architecture from both a strategic and tactical perspective. Champions transparency between the business and IT of the current inventory of applications and their on-going operations and maintenance costs in an effort to make decisions that are in line with Enterprise Architecture and IT Governance. Ensures alignment between Enterprise Architecture and the Business Alignment Managers who support the business units to provide consistent insight, direction, and guidance on the right IT investments and solution architecture for business initiatives. Understands the IT needs of the business units, identifies common needs, challenges assumptions, and champions efforts within the IT organization to develop cost effective, innovative solutions that can be leveraged across the organization where applicable. Provides direction required to satisfy the immediate needs of the business units while at the same time demonstrating the ability to think strategically, envision, and articulate future technology requirements of the company. Facilitates an understanding for business personnel of technology capabilities, educates on cost and service level trade-offs and breaks down the barriers of processes and systems to enable key decision making and movement of projects. Participates in project and initiative work including due diligence as required. Acts as an escalation point of contact for the business units into the IT organization. Consolidates business issues, risk assessments and brings awareness to the IT organization for alternative approaches/solutions. Accountable for ensuring that Technology Services are consistently delivered in accordance with service level expectations. Serves as an advocate and champion within IT for the users of IT services.

Builds higher and wider senior level relationships with each of the business units that result in clear alignment of technology and business initiatives that enables the company to meet its financial and strategic business objectives. Provides direction required to satisfy the immediate needs of the business units while at the same time demonstrating the ability to think strategically, envision, and articulate future technology requirements of the company. Directs the IT Business Alignment Managers and IT personnel in understanding the IT needs of the business units, identifying common needs, and championing efforts within the IT organization to develop cost effective, innovative solutions. Facilitates an understanding for business personnel of technology capabilities and the corresponding benefits. Communicates and educates on cost and service level tradeoffs and breaks down the barriers of processes and systems to enable key decision making and movement of projects. Oversees the Technology Service Desk who provides a strategic central point of contact for customers and an operational single point of contact for managing incidents to resolution. Guides the Technology Service Desk Manager who is responsible for providing day-to-day support of services and fulfillment of requests following established guidelines so that our internal and external customers will receive the highest quality of first line support, resolution management, timely customer communication, process adherence, feedback and customer advocacy. Accountable for ensuring that Technology Services are consistently delivered in accordance with service level expectations. Serves as an advocate and champion within IT for the users of IT services. Oversees the Project Office which provides administration support to IT and to the Project Management Office.

Led the Business Integration team consisting of Business Integration Analysts and Strategic Alliance Managers in analyzing Financial Institution tactical and strategic needs to align with current and future capabilities. Developed relationships with Financial Institutions at varying levels. Provided Financial Institution perspective to team projects and activities to enable the team to better meet customer needs. Directed business/user design of applications, reports and other functionality to ensure ease of use. Directed gathering of project requirements and testing of projects where required. Developed and managed the process for third party software vendors to integrate with Clarke American order entry solutions.Aligned the team with business units to provide optimal support for Financial Institutions.Established Customer Supplier Agreements with internal business units.Developed and deployed third party software vendor strategy.Co-leader for the IT Sourcing project which included development of the data room.Team Leader for the IT Business Load sub-team accountable for ensuring capacity for loading acquired conversion business for Riggs Bank, Charter One, and Fleet.

Led the Partner Technical Support Help Desk team in providing a strategic central point of contact for external Financial Institutions for reporting incidents and managing problems to resolution. Deployed check-ordering technologies for increased growth and profitability, and reduction of Financial Institution errors. Managed major projects including implementation of new order entry systems. Managed and supported order entry technology platform conversions. Acted as the business owner for prioritizing and approving applications programming changes to all critical order entry programs. Supported the development of training programs and materials for Financial Institutions.Team Leader for the Express800 to @Branch Conversion Team. Successfully converted 90% of the Express800 partner order volume to the @Branch platform generating costs savings of $458,908 exceeding the goal of $432,000.Team Leader for the Top 200 AOE3 Error Reduction Team. Deployed Quality Check and AddressNet product enhancements to 200 partners.Team Leader for the Information Exchange Sub-team. Developed a secure web site for partners to retrieve their address change and new order data from phone orders called in to SecurityNet service.Developed a three-tier job family for the help desk analysts.

Installed, implemented, and supported all hardware and software required for the SAP system landscape which included Development, Test, and Production environments. Responsible for the technical performance of the SAP environment including network, database, and application server performance on an IBM RS6000 platform and Oracle database. Supported the FI/CO, MM, and EIS modules of SAP. Selected to participate in a two-year project as a dedicated team member to implement SAP within Harland Clarke.

Coordinated and completed the installation of dedicated leased-line communications circuits for external Financial Institutions. Coordinated and completed the installation of frame relay circuits and PVC’s for remote production plants. Served as the operational technical point of contact for Financial Institutions IT personnel and internal associates. Provided initial networking technical assistance for reported problems. Monitored WAN network for the company. Worked directly with telecommunications vendors who provide and deliver network services.Deployed initial frame relay technology to remote production facilities.

Provided a central point of contact for external Financial Institutions for reporting incidents and managing problems to resolution. Provided initial support and technical assistance via phone and email for all technical problems on external applications. Provided level two support for custom Clarke American systems and applications, which required more in-depth technical knowledge, experience, and research. Recorded basic details of incidents, problems and service requests in call tracking system. Communicated status of incidents, problems and requests to customers. Confirmed resolution of incidents, problems or requests to customers.Developed Policies & Procedures manual for the support analysts.Trained and mentored 6 support analysts.