Paula Stevens Email & Phone Number

Quincy, Ma, Us

Quincy, Ma, Us

Boston, Ma, Us

Manage technology risks by providing 1st line of defense oversight and credible challenge to ensure Information Security and Technology Risks are properly managed and governed within Santander US’ IT Operational Risk Framework. • Conduct FLOD risk assessments and support technology risk identification/management activities in alignment with Operational Risk Management standards • Improve issue management quality in adherence to Operational Risk Management standards with a focus on quality of risk articulation, root cause analysis, risk acceptance and risk remediation articulation and prioritization • Provide operational risk reporting to entity level Operational Risk Committees and executive working groups on risk events, incidents, issues and KRI/KPIs.• Improve effectiveness, controls and efficiency for all operational risk programs in alignment with Operational Risk requirements, maintained satisfactory rating for all program controls as part of RCSA • Enhanced Santander North America operational risk programs to ensure consistency, quality, and alignment • Improved communication and partnership routines between IT and business to drive consistent IT risk identification and remediation

Boston, Ma, Us

IT Risk Associate - Utilize risk management routines to meet IT and business risk requirements. Enhance communication and reporting around risks and emerging risks for various IT areas to allow management to make informed, risk based strategic decisions.• Analyze and aggregate risks to identify the top of house exposures to assist management with resource and capital allocation• Use internal and external loss events to create scenarios around potential risks that may affect the company • Collaborate with second line of defense to execute on the standard requirements to achieve the overall objectives and vision of the bank.• Identify and analyze customer, regulatory and financial impact of loss to the organization• Build risk awareness amongst staff by providing risk training and support within the department• Maintain repository of risks and track remediation plans to closure • Maintain risks within the established risk appetite set by the board of directors• Create, tailor, and provide meaningful risk reporting to the relevant audience Key Accomplishments:• Enhance risk management by automating processes used to identify, track, and maintain risks from intake to closure and reconciliation.• Conduct trainings on automated tools and forms including creating training presentations, guidance documents and FAQs.• Standardize trainings and implementation to ensure the rollout process is repeatable and easily executed in multiple subsidiaries

Boston, Ma, Us

District Operations Manager – Drove operational stability in 36 Branches covering Boston and Greater Boston districts to satisfy internal audit demands and external regulators. • Conducted weekly branch visits to assess risk and identify opportunities to improve operational effectiveness.• Directly supported and partnered with region presidents, district executives and branches to resolve complex issues and exceptions.• Subject matter expert for processes and procedures relating to emergencies and crisis including robberies, potential fraud as well as legal and security issues.• Provided on-going hands-on support for branch openings, closings and relocations including but not limited to establishing new ATMs, determining cash limits and shipment days, as well as, ensure all required marketing and disclosures are obtained and displayed as appropriate.• Troubleshoot and remediated several major system failures, reducing impact to customers and branch members.Key Accomplishments:• Grew operational strength of districts, proven by improved year over year audit scores. Average scores increased from 86% to 90% and strong audit scores increased from 2 to 5 from 2016 to 2017.• Reduced fraud and potential fraud by 80% by facilitating the successful introduction of new systems and technologies i.e. True ID Scanner. Supported end to end process from meeting with vendors to training branch members to executing launch and providing ongoing feedback and recommendations to security team and vendors.

Charlotte, Nc, Us

Financial Center Manager – Developed and implemented policies, procedures and process improvement initiatives to improve overall operations, sales and client experience scores in the financial center.• Drove overall sales of the financial center through continuous partnership with the sales team and partners.• Established and maintained operational soundness on a quarterly basis.• Created an environment conducive to growth through lead, coach and management of associates. • Instilled a client-centric culture by handling client issues and providing world-class service.Key Accomplishments: • Increased internal audit scores from 91% Q1 2016 to 96% Q4 2016. • Analyzed, reduced and controlled expenses by improving resource allocation.

Charlotte, Nc, Us

Financial Center Operations Manager – Supported Financial Center manager with day to day operations, sales and customer experience.• Promoted to co-manage a large and complex financial center with ATA’s and Video Specialists.• Achieved operational excellence as evidenced by earning a score of 100% on audit. • Drove associate performance through continuous coaching, education and feedback via development of performance plans.Key Accomplishments:• Supported market wide initiative to increase operational excellence. Increased center scores from 83% to record-breaking 100% pass rate on internal operational review. • Executed implementation of technological tools such as ATA’s, teleconferencing devices, tablets and IPADs

Charlotte, Nc, Us

Assistant Manager – Co-Managed mid-size financial center. Achieved set goals by delivering breakthrough balanced performance of operations, sales and customer experience.• Promoted to assistant financial center manager as a result of natural aptitude for leadership. • Proven ability to manage associates to surpass individual sales goals as well as financial center goals.• Exceeded customer experience scores week over week.Key Accomplishments:• Turnaround poor customer service scores from below 75% to constantly obtaining scores above 95% week over week.• Bank Office Title, 2015

Charlotte, Nc, Us

Personal Banker – Meet sales goals by building relationships with customers and making recommendations to assist with financial planning and account maintenance.• Cultivated and maintained client relationships by exceeding customer experience goal week after week.• Proactively identified and escalated concerns/issues with a sense of urgency.• Collaborated and sustained relationships with partners such as Merrill edge advisors, mortgage specialists, small business and merchant services representatives to deepen client relationships.• Demonstrated leadership skills by assisting with mentoring and developing new hires.Key Accomplishments:• Award winner for outstanding PB and top performer for Q1 2013• One team award recipient for Q1 2013• Participated in the Signature program for top talent associates.

Framingham, Ma, Us

Responsible for shipping juniors fashion to 924 T.J. Maxx stores. Partnered with Marshalls planning managers, buyers and peers to create weekly strategy based on business trends.• Analyzed products sales, inventory, sale-to-stock ratios and zonal performance for T.J. Maxx and Marshalls.• Conducted vendor and style analysis to identify “bestsellers” for re-order purposes.• Requested samples and worked with multiple distribution centers and buyers to solve vendor problems such as overages/shortages, sizing and quality issues.• Prepared monthly and quarterly quadrants and SWAT analysis for recaps and projection purposes.

Gb

Generated tax returns, calculated interest liability and perform earnings and profits (E&P) analysis for Fortune 500 companies.• Generated tax returns for partnerships such as TA Associates, Goldman Sachs, and AEW Capital Management. • Researched IRS code sections and regulations to determine federal and state filing requirements.• Master MS Office applications. Excellent with Excel and Adobe Reader Professional.• Mentored new hires by facilitating job shadows and providing feedback through performance notes and reviews.