Melanie Herrmann Email and Phone Number

Responsible for the vendor management and oversight of a strategic credit card partner significant in scope, complexity and criticality. Responsible for developing proposals and recommendations related to vendor services and practices. Accountable for the quality of advice and support provided to the business lines in achieving overall objectives in relation to the vendor. Interpret data and assesses risks associated with policies/programs and provide recommendations as appropriate. Oversight and governance of a portfolio of sub-vendors with moderate to high regulatory requirements.

Responsible for the operations and client services delivery for key accounts including large-scale, complex business and compliance related implementation and integration projects representing over $1.3 billion in annual revenue. Responsible for driving operations excellence inclusive of identifying improvement opportunities, monitoring, tracking and reporting to key stakeholders and executive management teams.

Led and governed a team of over 25 professionals. Developed and managed an organizational change management program involving call center systems, technology and business processes associated with the reorganization and outsourcing of the U.S.Training, Client Services and Instructional Design teams. Provided operations leadership on strategic and tactical initiatives associated with this program change as well as oversight of vendor resource management and project phase gates.

Built and executed the company's first new business implementation program for the Western Union Money Order service. Developed focused sales and marketing strategies and delivered double-digit revenue.

Implemented and provided business development support for the Western Union secured credit card program. Achieved target revenue goals in first year. Fostered and maintained key senior leadership alliances with vendor partners and executives teams.

Co-led the Official Check conversion from Citibank, accomplishment led to the promotion of DirectorGoverned strategic relationships representing over $100 million in revenueBuilt a successful service organization from inception - 2 Regional Managers, 15 Account Managers and 20 + Customer Service Representatives

Oversight for a team of 15+ professionals and their management of credit card issuing and merchant acquiring financial institutions. Responsibilities included ensuring the delivery of high client services, strong business relationship management, contract support, meeting project deadlines inclusive of new business implementation and conversion activity.