• Completely re-engineered troubled business area that had received multiple “unsatisfactory” audit and exam results. Led the effort, including requirements confirmation, end-to-end mapping and gap assessment across several local and enterprise processes, remediation plan creation, and implementation via cross-functional teams. As a result, subsequent audits and exams earned “strong” ratings and the project received multiple Capital One awards.• Recognized multiple times as one of the best people managers in the organization. Obtained 100% net promoter score from direct reports on annual manager assessment 2 of last 3 years. • Regularly present ideas and progress of projects to Sr. Vice Presidents and the Chief Risk Officer, increasing support for initiatives and ensuring alignment with other projects and company strategy. Collaborate heavily with Technology, Risk, Operations, and Process personnel to ensure buy-in and foster strong relationships.• Business owner responsible for day-to-day leadership and execution of a multi-year digital innovation agenda in support of Financial Services’ Customer-focused Lean transformation. Leading initiatives in support of 6 lines of business and 10 shared services organizations. Estimated impact: Business will have relevant, real-time information and enhanced problem-solving tools to deliver world class customer experiences. Anticipated benefits include significant improvements in operations efficiency ratio, customer complaints, operational defects, and associate engagement.• Created achievable vision and plan for next-gen business infrastructure. Ensured infrastructure components were well-grounded in business needs by leveraging customer-back research methods. Collaborated with Tech to validate technical feasibility and recommended approach. Result: Build received $4.2M initial funding.

• Established and directed the North America Consulting Team. Proposed the department structure, recruited and retained key talent, authored the team engagement model, and implemented performance metrics. Team delivered enough value to organization through realization of business cases to be self-funding. • As head of the NA Consulting team, led initiatives that identified over $10M in year-over-year cost savings and areas of significant business risk. Initiatives included: - Consolidating the US Card Fraud Operations footprint and strengthening process gaps- Identifying opportunities to streamline US Mortgage Fulfillment and eliminate waste- Developing proposal to increase Canada Mortgage Originations operating efficiency- Assessing the Retail Bank KYC process for international business customers• Oversaw $30M redesign of Card Customer Service front-end applications to improve customer service agent efficiency. Supervised team of business systems analysts gathering user requirements and designing and testing the new system. Managed the business components of the overall program to ensure goals of the executive sponsor and the organization were met.• Defined project plans, established resource allocation and deadlines, and drove the process of completing projects valued at $250K - $3M each. Managed project teams of 5-10 people.• Implemented new framework and tools for tracking progress against estimates compared to results achieved. Result was improved overall Tech quality and accountability, and ability to predict potential schedule slippages well in advance of project due dates.

• Managed the implementation of a multi-year customer relationship management (CRM) initiative at Washington Mutual Home Loans. Project delivered $61M in savings over 3 years by improving 1st point of contact resolution and customer retention. Accomplishments included: - Supervised 100+ team members through entire project lifecycle from requirements gathering through post-implementation support.- Led the vendor selection team that wrote the business requirements, published the RFP, conducted vendor evaluations, and prepared final recommendations.- Delivered multiple, concurrent CRM software releases to 1800+ users across 4 national sites.• As the Process Lead for customer experience improvement project for Guaranty Bank, implemented people, process, and technology changes in both front and back office. Created new structure for the Retail Bank Call Center including process, application, and organizational impacts. Led the Process Team (15 – 20 members) responsible for implementation of new retail bank processes and design of the customer service desktop application.