Lead a team of cross functional Process Engineers with diverse skills who leverage skills in data analytics, risk management, operations, change management and more to create solutions to business problems. We then, partner with tech, data, program, operations, change management & others to implement changes across the Consumer & Small Business Lending footprint with the goal of reducing cost while improving the agent experience, customer experience, & overall business performance.

Internal Consultant responsible for identifying risks and mapping controls for the suite of Treasury Management products available to customers.- Inventoried 23 processes, created process artifacts (Swimlane, RACI, CTQ, FMEA, Control Plan), & mapped controls.- Identified missing or ineffective controls.- Drafted Continuous Improvement Agenda.

Process & Operations Business Owner responsible for building & leading a high-performing team who executes portfolio & risk management functions as well as continuous process improvement for $4.6B portfolio- Own originations execution (documentation through booking) & ongoing portfolio management (Renewal, Portfolio Review, Delinquency monitoring, etc.). - Drove process improvements that eliminated regulatory compliance concerns & reduced cycle times by 30%.- Establish policies, procedures, & controls to ensure adherence with continually shifting legal & regulatory requirements.- Act as the internal business customer to the Collections, Recoveries & Special Assets teams.- Cultivate relationships with stakeholders across functional groups including senior leaders in Underwriting, Credit Risk Management, Compliance, Legal, AML, & Sales.- Promote a culture of inclusion that is empowered to raise up & solve problems in order to meet customer needs.

Operational owner of up to 180 fte executing manual underwriting & support functions designed to complement automated decisions for Application stage & Credit Line Increase program.- Ensured compliance to Fair Lending, Reg B, & all other applicable regulations while striving to help more customers meet their financial goals.- Implemented a project portfolio management system using a blend of classic project management tools & agile methodologies netting >200% increase in delivery capability.- Acted as Product Owner for an agile delivery team where we leveraged lean principles & design thinking to streamline Income Screening processes by 97%.- Led team through significant cultural change designed to increase productivity & marketability of our workforce. Increased productivity by >25% & promotion rates by 300%.- Implemented management systems (quartile management, agile, business process management, visual management systems, lean, etc.) to increase competence of the staff & improve outcomes.- Commissioned & delivered associate friendly solutions with huge business wins such as online help system, automated productivity reporting, integrated QA platform with near real-time feedback.

Owned $1.76B portfolio of Consumer & Small Business loans & credit lines. Oversaw Collections & Recoveries Operations, Portfolio Management, Servicing, Back Office, SBA & all support functions (Project & Process Management, Quality, Training, Governance, etc.) peaking at 410 full time associates across four sites- Partnered with a nationwide attorney network to leverage legal action in order to maximize recovery.- Designed & executed a plan to simplify operations while increasing organizational governance resulting in a better controlled business at 60% of the cost. Improved Recoveries performance by 35% through empathy driven customer interaction design changes, improved performance management, process improvements & the implementation of systemic controls.- Created & deployed a Collections system focused on improving the skill & quality of agent/customer interactions; highly successful in improving business metrics & customer satisfaction.- Designed & implemented project delivery channels for Project Portfolio; deployed agile methodologies to expedited project delivery, produced throughput increase of 365%.- Fully documented end to end processes, established metrics suite, control plans & implemented visual management systems for 53 business processes.- Improved associate engagement across organization year over year (55% in May ’10 to 96% May ’12).

Led team focused on resolving transactional disputes including customer identified fraud, quality of service & billing issues. Managed 100 internal + 500 sourced fte via 3 international suppliers ($25MM Annual budget); reduced cycle time by 80% for most cases.

Managed call center activities including Agent Selection, Compensation, Staffing & Planning, Training, Quality Monitoring, Reporting, etc. for Collections Call Center of 350 associates & Extended Operations Support Team.- Built & executed Collections Test Center designed to enable rapid cycle testing & deployment.- Designed Customer Experience standards & launched a quality monitoring program across 2,300 fte.- Designed & led Extended Operations Support Team focused on supplier development, site launches & training.- Led Training workstream including design, execution & ongoing support for system of record conversion impacting 11 sites & >2,300 front line agents.- Led supplier selection & 7 ground-up supplier launches.- Served as Site Mayor coordinating activities of four lines of business (~1,000 associates).

- # 1 producing manager 14 out of 15 months; recognized 4 times as top people manager- Launched four Recoveries tests that successfully became new workgroups- Managed Internal Call Center Operations Teams ranging from 17 - 25 associates- Led Early Stage Collections, Late Stage Collections & Recoveries at various points- Launched a new internal site including recruiting, hiring, training & launch for Collections program- Launched Capital One’s first Collections off-shore supplier (Mumbai, India)

Started as a Collections production associate. Later, supported Collections & Fraud Detection processes as a Floor Supervisor focused on quality assurrance, reporting, training & coaching.