Fulfill commitments regarding supplier management programs, including contingency planning, Operation Strategy Planner (OSP) due diligence, and continuous monitoring.Enhance the surveillance of crucial financial risks, and comply with risk management obligations to meet the requirements of the Office of the Comptroller of the Currency (OCC).Manage significant corporate projects concerning supplier risks, answer senior management questions, and evaluate the effects of business acquisitions and divestitures.Promote the adoption of supplier management practices, policies, and regulations and finalize the vendor monitoring program.Service Level Agreements (SLAs): hold vendors accountable for the quality, availability, and scope of the services or products delivered. Including metrics and methods for measuring and reporting the vendor’s performance, as well as the penalties or remedies for any breaches or failures.Continuity of business and exit strategies for suppliers : Evaluate the vendor's ability to continue providing services or products if a disruption or catastrophe occurs (CoB), and determine the vendor's readiness and procedures for terminating the contract and transferring the services or products to another provider or back to the client (Exit Strategy).Vendor onboarding and termination: selecting, contracting, integrating, and managing a new vendor (onboarding), as well as ending the relationship, settling the accounts, retrieving the assets, and evaluating the performance of an existing vendor (termination)

Hired and trained new team members on all aspects of delivering the Woodforest Experience. Provided senior level guidance and support to the branches regarding customer concerns, operational questions, risk management, and human resource issues.Managed branch personnel including training, mentoring and development; evaluated and coached performance.Approved incentives, expense reports, and other personnel and compensation matters.Provided guidance and participated in daily operational and sales activities to achieve customer service and business growth objectives.Promoted a positive image of the bank; developed and maintained effective business relationships with customers, employees and retail partners; served as a liaison between the branch and corporate departments.

Managed both inbound and outbound contact center efforts for up 10 managers and 200+ call center onsite and remote agents. Supervised the real-time operations for the team, including managing workload and balancing service levels across multiple channels.Ensured Key Performance Indicators were understood, measured and met or exceeded by the Contact / Call Center Team.Directed multiple business units overseeing areas that included: auditing, training, policy and procedure development, production support, operations monitoring & controls, continuous process. Reinforced agent training and utilization of online support tools by monitoring performance and providing feedback via the Quality Assessment process and daily contact management reports Used appropriate coaching and feedback skills to maintain or improve individuals’ performance. Conducted regular one-on-one and team meetings, quarterly reviews, and other checkpoints to provide coaching on both performance metrics and individual development opportunities. Reviewed overall team and specialist-level data and dashboards to achieve goals and strengthen performance where needed.Actively participated in recruiting and onboarding Call Center staff.