Consult with clients to build a more efficient Change Management governance process, enabling timely delivery of BSA AML Consent Order requirements. ★ Improved and designed an enhanced Change Control process for the portfolio of 200+ Projects. Led to a more efficient process that enabled leadership engagement and visibility for 120+ change items per week.o Facilitated consistent cadence of change management forum, with clear consistent disposition obtained through credible challenges.o Facilitated Change Governance Triage and Forums, while also integrating and managing Risk / Control / Issue / Watch item processes to ensure visibility to challenges are noted and executed in a timely manner.• Identified and enabled escalation path for Steering Committee delivery items that enhanced partnership with the business, technology, and Senior oversight leadership. o Engagement with CO Oversight team to define key elements of request are structured appropriately.• Identified by the client leadership team to lead the Program Management of Financial Crimes Digitization Transformation for a six-month period. Successful delivery of items included but is not limited to:o Assisted in establishing escalation and engagement routines with compliance leadership for material changes, with a documented form for evidence/artifact purposes.o Effectively aligned and managed a $20MM+ budget while documenting tangible roadmap for transformation team’s digital effort across one program with 4 sub-projects aligned. o Delivered monthly Transformation Steering committee program updates, which included financials updates, risk / issues / mitigation plans, roadmap progresso Led the project managers through the adoption / utilization of the Enterprise Project Management Tool (EPMT). This included engagement with key partners leveraging in a matrixed environment up to senior level and down to the business risk / ops managers.

Led and constructed a Knowledge Management team that enabled the Enterprise Shared Services Operational Analytics organization to implement new processes and efficiencies using business intelligence. Managed 7 direct associates to build training and communications that was leveraged across the 8 ESS LOB groups accordingly. ★ Documented processes and procedures while also identifying key use case scenarios that enabled adoption for the targeted audiences. • Managed and supported multiple risk and control programs - defining the strategy, approach, processes, quality, tools, and reporting that provided global risk management consistency and excellence.• Implemented plans to continuously evolve control framework including ongoing migration of detective controls to become preventative. This included state-side and offshore processes.• Responsible for maintaining a risk-based approach to identification and assessment of risks across all lines of business consistent with regulations, state laws, agency guidelines, and industry best practices.• Supported the Enterprise Data Management (EDM) implementation, eDIM ticket process, and implementation of the K.E.Y. (Keep Educating Yourself) series for the various organizations. • Led the design and development of a Knowledge Management Council which led to a diverse representation of experience to review new initiatives and add transparency across the organization. • Designed and implemented a SAS Tool Certification plan through vendor partnership. Leading to the documented ability for certification participants to have a guided experience that has led to coding and analytics efficiencies. Including the SAS Base Programming Certification Program and SAS Advanced Programming.• Led the design, development of a self-guided Tableau learning experience that has been leveraged to assist new analytics users to build dashboard reports, leveraging story-telling features with data visualization.

Led Knowledge Management effort to implement AML Economic Sanctions and Customer Due Diligence (CDD) Standard for the GBAM AML Operations, Quality Management Office, and Data Management Shared Services groups. Managed a team of 10 associates to ensure process changes were documented, communicated, and executed appropriately. ★ Managed and facilitated the completion of multiple Office of the Comptroller of the Currency (OCC) and the Financial Conduct Authority (FCA) Audit requests to closure, achieving a satisfactory rating.• Partnered and established relationships across both Sales and internal Operations teams, successfully identifying process improvements and opportunities to resolve MRA’s, Audit Findings, and gaps. • Trained ~6k associates globally, and an additional 750+ associates within the Operations groups. • Worked with Audit, Compliance and other Control groups to drive forward control enhancement initiatives, and investigate control failures. • Responsible for maintaining a risk-based approach to identification and assessment of risks across all lines of business consistent with regulations, state laws, agency guidelines, and industry best practices.• Led construction of the Global AML Client Due Diligence Performance Coaching team that has resulted in centralized knowledge management that addresses key issues and gaps in support of the Know Your Customer program. • Led the design, development, and implementation of the Simplify and Improve (SIM) AML Lynx workflow tool that combined 7 reference systems and enabled 5 off-tool approvals to be completed. This tool has been deployed globally and across the GCB, BB, and Global Banking & Markets Operations teams to over 500+ users.• Led effort to resolve internal Escalation Processes for Aged Defects to be cured in a timely fashion. This led to the remediation of outstanding defects and a performance of 68% Accuracy Rate to now a 98% Accuracy rate.

Led Customer Experience and Process Design efforts for new initiatives that had been built, developed, and implemented within the Banking Center, Call Center, and On-line Channels. ★ Identified and led an effort that created a differentiated guided experience for SB Priority and Business Platinum Privileges (BPP) clients whose Banking Center was consolidating / closing. Leading to clients obtaining a guided and informed experience. Targeted improvements were measured on Contact Rate (currently 29%) and Retention (historically 18%) for the targeted 200 Banking Center closures.• Leveraged Universal Change Risk Assessment review sessions to identify client risk and challenges based on specific projects, People, Associates, Technology, Clients, and Reputational process changes. • Client Experience lead for Control Plan build for various projects which ensured a client experience, operational and associate view. Also ensured that the appropriate mitigation and exit strategies were included.• Improved routing and the ability to measure experiences by customer segment across all 5,300 banking centers and the appropriate Associate Small Business Banker and Small Business Bankers franchise wide.

Led Customer Experience and Process Design efforts for new deposit account products, deployed in three pilot states. ★ Documented processes and identified procedural updates, which were included in milestone training, continual education, and on-going communications. Job Aid development and new process changes delivered to the leadership teams for approval and deployment to the team. More than 50 procedural updates were completed while reviewing an 8-week comprehensive training plan. Examined procedures for consistency and gaps relative to regulations in addition to impacts on customer experience.• Led Process Design sessions for the Automated Coupons/Connected Commerce Program, which allowed customers to sign-up for electronic coupons and then redeem them at the point of sale. • Gathered and assessed needs from internal business units; created custom solutions to resolve issues (e.g., system slowdowns, system defects (bannering) and process bottlenecks); and developed actionable steps for the associates to execute and resolve the issue.

Partnered and establish relationships with Sales and new Fulfillment executives to develop a new Incentive Plan that involved Individual Productivity and Quality components for key direct-drive roles, integrating two company's plans. ★ Implemented Incentive Plan changes recognizing efficiencies that led to $500k in saves adhering to a $10 million save challenge for the business.• Led production platform ramp down of more than 43,000 loans on time within a 4-month period as planned. Saved more than $3MM in reference to a vendor contract extension, resulting in being honored as the Q3 Fulfillment Leadership Recipient Award winner.• Managed and led Business Continuity efforts for 19 First Mortgage Fulfillment sites, coaching 17 Site Business Recovery Leaders to 48 consecutive months of Green reporting status. Completed Short Term and Long-Term Outage plans, Business Impact Analysis documents, and Regional Support Team recovery efforts.

Led and managed the Incentive Plan for all key roles of the business.★ Led Associate Experience efforts which led to an 85% associate satisfaction (over 5,000 associates) and the lowest ever turnover percentage within the business. • Managed a team of 14 call quality analysts. Leading to improved call delivery scripts for associates, increased customer satisfaction, and a coaching and adherence reporting process.• Developed, led, and facilitated new LoanSolutions® system and process training for the Fulfillment associates across the Banking Center line of business. Helped more than 13k sales associates and more than 5k fulfillment associates have one reference site for procedures.