Provide change management consultation to various business units at SVB, a Division of First Citizens Bank. Lead the planning and execution of change management projects to optimize adoption of new processes, systems, resource structures and overall operations. Collaborate with management and project teams to drive business-focused change, enhance efficiencies, and achieve organizational objectives.

Orchestrated the development and execution of comprehensive project plans in close collaboration with both internal and external partners, ensuring alignment with organizational objectives.

Led Encompass system enhancements and product releases, driving improvements to streamline processes and enhance client experience.

Pioneered the establishment of the Technical Advisory and Training Delivery verticals, innovating tools, and templates to bolster product implementation phases and enhance operational efficiency.

Trusted confidant and right-hand advisor to the department head, instrumental in establishing and maintaining the operational rhythm of the division, ensuring seamless workflow and efficiency.

Spearheaded projects as a Project Manager, overseeing planning, scope definition, design, and delivery to bridge gaps in current and future state objectives, focusing on areas such as domestic and international wires, ACH, foreign exchange, check processing channels, document management, Dodd Frank Act reporting, and Positive Pay product enhancements

Led technical product management, focusing on enhancing payment processes, notably implementing wire remittance updates, file type adjustments, and aligning with Federal cutoff times. Facilitated the discontinuation of non-regulatory paper statements and notices, streamlining operations and compliance efforts.

Directed projects within the card services division, crafting detailed project initiation briefs and presenting them to endorsement committees for approval, ensuring alignment with organizational objectives. Collaborated closely with business owners and stakeholders to develop comprehensive business requirements, defining project scope, timeline, and resource constraints, fostering transparency and alignment. Managed a diverse portfolio of projects, including WaMu re-branding, account asset sale initiatives, payment application changes, and process improvements for the reconciliation of card disputes, driving operational efficiency and enhancing customer experience.

Spearheaded enhancements to the consumer online banking platform, implementing features such as auto-enrollments, eStatement delivery, stop payments, and bill pay conversion, enhancing user experience and operational efficiency. Successfully introduced a new business debit card with a rewards program, driving customer engagement and loyalty. Directed and executed all projects from concept to delivery, defining scope, creating project plans, assigning resources, leading kickoff meetings, and actively monitoring and controlling risks throughout the project lifecycle

Spearheaded operations for MSN TV online advertisements, overseeing the setup of advertiser campaigns, development of advertiser reports, ensuring timely delivery of ad impressions, and continuous monitoring of performance metrics. Successfully managed the migration to a new ad server system, earning recognition for contributions to the seamless transition. Led implementation of new revenue-generating ad locations on the MSN TV platform, including the development of comprehensive test scripts for QA and production environments, ensuring optimal performance and user experience. Conducted rigorous testing to ensure compatibility of advertiser websites within the MSN TV browser, collaborating closely with engineers to deliver HTML code fixes as needed, ensuring seamless integration. Managed the media production of MSN TV's proprietary streaming video ads, ensuring high-quality content delivery and alignment with brand standards.