• Scaled and managed a rapidly growing cross-functional team of payments operations analysts who specialized in supporting our sales team with closing deals, analyzing data to optimize Toast’s profit margin, and striving for constant process improvement• Translated complex analyses and presented visualizations to senior leadership, recognized the business impact and identified trends to help drive insights into achievable action• Drove and managed data analysis through frequent use of SQL and Excel for pricing optimization and financial analysis to report on key metrics such as churn, margin, revenue, and cost• Accelerated process improvement and operational efficiency initiatives to help the Payments team build a scalable platform to support Toast’s hypergrowth business environment• Delivered a best-in-class payments experience to our customers through successful communication, displaying empathy and helping them understand the value of Toast’s platform• Supervised team deliverables such as rate reviews and negotiations, metrics reporting, communication with sales reps, project work, and assisting with any escalation issues that arose• Completed performance reviews for direct reports and engaged career conversations on an ongoing basis, met weekly to ensure service level agreements are being hit and projects are staying on track, provided mentorship and guidance to all members of the team• Attended weekly management meetings with senior leadership to discuss department strategy, productivity, objectives, and disseminated takeaways to direct reports in weekly one on ones

• Led a cross-functional financial services team of 8 direct reports who excelled in protecting our client’s securities lending assets and embodied superior client service• Delegated team responsibilities including trade settlement, loan collateralization, cash investments, billing and invoice collection, client reporting, and escalation issues as well as setting aside time for longer term project work and brainstorming/process improvements• Promoted a team culture that encouraged passionate and dedicated employees through coaching and training on daily processes, meeting regularly to discuss yearly performance goals and providing written mid-year and year-end performance reviews• Administered routine workflow updates according to team members strengths and focused on continued development by cross-training on functions for enhanced team coverage• Partnered with Finance and HR to budget for and post new job openings on the team, reviewed resumes and interviewed candidates, and collectively decided as a management team to hire• Managed several new client onboarding initiatives, assisting the sales team with prospective client meetings, and ensuring all new workflow documentation was in place prior to go-live date• Applied industry knowledge in collaboration with senior management to ensure the department was taking a proactive approach towards increasingly complex client demand• Delivered insightful and effective solutions to system, business and operational problems that impacted internal groups along with our external clients

• Managed several tasks including project tracking, business analysis, scheduling, client presentations, user acceptance testing, and product implementation• Led meetings and prepared materials with clients, business users and systems teams• Directed both Agile and Waterfall type projects, allocated tasks and resources, tracked progress of deliverables and new products to meet established deadlines• Managed multiple project implementations including a client reporting enhancements initiative that automated 90% of reporting suite and increased ad-hoc reporting turnaround time by 20%• Documented requirements gathered from business users and sponsors, composed project and issue tracking and assisted business in documenting procedural impacts of changes

• Improved client experience by fostering innovation and encouraging process improvement• Educated clients with internal systems, led web demos, wrote procedures and walkthroughs• Hosted client meetings, communicated agendas, documented minutes, and provided detailed summaries to the working group in a timely manner

• Validated foreign exchanges, cash wire transfers, and corporate action event processing• Managed over $200 million of lent assets, balanced cash collateral with borrowers

• Gathered requirements and managed UAT for several Corporate Actions enhancements• Completed 50+ hours of SkillSoft PMP certification online training