Led centralized governance efforts for a global and cross-functional team in the data consolidation, analysis, and presentation of payments cash operations, value and volume information to the head of payments operations and US regulators.• Supported a global organization (US, APAC, EMEA and LATAM), working closely with key stakeholders in all facets of management of regulatory requirements which included defining strategies, managing data standards, executing key initiatives, and analyzing and tracking operational health.• Mitigated risk by adhering to protocols, identifying, and correcting critical errors, and acting with strong moral principles.• Developed remediation plans and collaborated with operational leaders to course correct regulatory infractions and unfavorable internal/external audit findings.• Oversaw critical reporting requirements to support the Annual Shareholders’ meeting and to meet critical regulatory resolution and recovery deliverables via the Federal Y-15 and GSIB reports.• Managed the investment budget and collaborated with the technology team to drive prioritization efforts to support Payments Operations automation initiatives.• Liaised with cross-functional teams across Operations, Product and Technology in the completion of quarterly and annual regulatory deliverables.• Re-engineered processes and completed regulatory and executive level reporting to drive business decisions and prepare for both internal and external engagements• Provided data analysis, variance analyses, data visualization, storytelling, program management and user acceptance testing support to senior management in efforts to improve firm-wide payments initiatives.

Oversaw the building and developing the Enterprise Master Data organization including recruitment, hiring, training, employee development and performance management.• Managed, approved, published, and implemented enterprise master data standards, policies and processes required to effectively implement and manage the company’s enterprise master data. This included any necessary updates to support changes in customer requirements, business requirements and/or system changes.• Collaborated across business functions to identify current and future master data opportunities and evaluated design modifications. These other functions included Sales & Marketing, Finance, Supply Chain, Customer Asset Management, Procurement, and other functions.• Liaised with the Data Maintenance organization(s) and offshore service provider regarding service delivery performance levels and future service delivery opportunities.• Evaluated and resolved issues across processes and data domains to ensure all needs were met with respect to the assigned data domain. Developed and continuously improved master data processes to support specific data domain needs in a manner that was integrated with business needs.• Participated in the development and execution of the company’s strategic initiatives which required enterprise master data expertise.• Enforced master data standards, policies, and procedures required to maintain the relevancy, accuracy, and timeliness of the company’s enterprise master data.• Developed, monitored, and provided relevant, accurate and timely reporting and analysis of the enterprise master data. Managed key performance indicators including data quality and process performance.

Recruited, trained, developed, and evaluated a team of 38 which included 3 supervisors, 3 team leads, 4 auditors, 2 financial analysts and 26 chargebacks representatives. Provided relevant, accurate and timely reporting and analysis to senior management, clients, and other internal and external stakeholders.• Established and executed management routines to ensure accurate and timely processing of customer chargebacks and subsequent write offs and/or re-billing.• Provided oversight and ensured compliance relative to Chargebacks management functions performed by the Business Process Outsourcing provider to ensure SLAs were met.• Collaborated with Client’s senior management, customers, and order to cash leadership to target opportunities to improve performance and reduce revenue leakage.• Performed root cause analysis and implemented improved processes to mitigate future chargebacks and disputes.• Established policies/procedures required to manage operational functions and modified them as required due to business requirements and/or system changes.• Identified opportunities to improve quality and productivity by proactively developing tools resulting in the automation of work and positive financial impacts.• Facilitated discussions with order to cash team and other key stakeholders such as National Sales, Pricing and Customer Marketing to review trends and KBI’s and raised the level of awareness and engagement on actionable customer issues.• Developed and monitored controls to protect corporate assets and ensure SOX compliance.• Guided and mentored staff to achieve career and professional development goals.• Performed evaluation of departmental processes to ensure optimal efficiencies/staffing/workload balancing were achieved.• Established department and customer specific goals and objectives that facilitated continuous improvement.• Communicated with customers, clients, sales, finance and corporate management regarding accomplishments and opportunities.

Supervised a team of 8 Full Service Analysts in the accurate maintenance of vend rates and commissions on over 300,000 vending machines in the US and Canada. Monitored the team’s adherence to department and company policies.• Provided training and coaching to Full Service Analysts as well as field sales on process, policy and best practices• Developed and delivered monthly customer reporting to meet contractual obligations.• Provided support to field sales and vending operations by meeting with customers on commission calculations and contract requirements.• Partnered with the market unit cold drink teams, the corporate based vending wholesales team, equipment services and RGM in the development and execution of strategic initiatives related to programs such as Performance Based Commissions• Developed and executed analytical tools, queries and routines to maintain and improve the integrity of the company’s pricing and commission files within BASIS and SAP

Managed the chargebacks management process through sustaining a strong partnership with external customers, outside service providers and key partners (Finance, Audit and Sales). Guided, developed, coached, and motivated a team of ten to fifteen chargebacks analysts and auditors. Developed and sustained a robust audit process detailing metrics for customer, and business performance. Monitored BPO performance and provided oversight on opportunities to mitigate risk, enhance performance and ensure quality. Calibrated process and activities with the Business Process Outsourcing provider to ensure cohesive and seamless interaction with internal and external customers. Implemented process improvements to drive efficiencies and effectiveness. Developed customer profiles to illustrate historical trends and recovery success rate. Conducted face to face meetings with high profile customers such as Wal-Mart, Ahold and Kroger to improve recoveries and mitigate billing inaccuracies. Collaborated with Sales and Marketing to ensure rebates and customer marketing funds were settled accurately and timely. Developed performance management tools to evaluate individual and team performance. Created a winning team that embraced open communications, cooperation, and superior customer support.

Managed a day-to-day call center team of charge off loss control representatives which included recruitment of top talent, training, and development. Successfully controlled loan loss and delinquency to exceed regional forecast. Monitored representatives on live calls using WITNESS/NICE and provided regular feedback and one on one coaching. Effectively utilized call center reporting tools to monitor key performance indicators. Coached representatives on skip tracing strategies and handled escalated issues, calls, and concerns. Managed expenses; including headcount, overtime, training, and other programs. Collaborated with business partners to improve processes and promote initiatives, projects and strategies. Partnered with Compliance Specialists to ensure potential FDCPA risks were mitigated and implemented corrective action plans when required. Managed transaction approvals, including payment by phone and settlements on seriously delinquent accounts. Conducted frequent staff meetings to communicate policies and procedures, share best practices and promote teamwork. Ensured adherence to policies and procedures from an operations and service perspective, including labor and wage law, FMLA, OSHA, etc. Collaborated with Human Resources on employee related issues.