Responsible for process execution of risk and control environment across the Global Operational Resilience framework.

Leads the Business Controls organization for Document Services Operations line of business. Responsible for Business Control Process Execution of;Audit and Exam Management Issue Identification & Management Policy Change Assessment Process Quality Execution Process Management MRA Program office and Program Management Regulatory Change Oversight, Alignment and Management Control Partner TestingVendor SupportMonitoring of Operations Performance ofControl Execution and key business metric oversight.

Leads Process Quality Operations organization for Life and Speciality Services. Responsibilities and oversight include; - Business Control process execution of: - Process Quality Production Testing - Shared Services - Test Design and Development - Quality Oversight and Support- Process Quality Operations Standard Operating Procedures, including test design, test development, testing strategy and sampling methodology. - Facilitation of Quality results calibration and remediation with lines of business - Manage and maintain Process Quality systems of record and tools - Maintain published test script inventory- Manage group operations of 190 employees

Business Controls Manager – Life & Specialty Servicing (L&SS)Business Controls Operations• Responsible for leadership of the L&SS Quality Test Design & Oversight Team. Manage Quality test intake, development and deployment. TD&O team maintains Quality test inventory for all L&SS businesses, manages and maintains SORs and tools and maintains published test script repository. • Manages oversight of the complaint program within Insurance & Protection Products (IPP). Ensure complaints program sustainability; Produce monthly complaints analysis to mitigate risks and identify issues related to key drivers. • IPP Business Controls– partner with IPP line of business to ensure issues are identified and escalated timely, managed to established timelines and remediated as necessary to reduce or eliminate identified risks. Act as liaison between line of business and quality team to validate scripting and placement of testing and controls. Support line of business during audits or assessments as necessary. • Executive Business Support – manage all executive leadership management deliverables for Business Controls Operations Exec. Responsible for coordinating and supervising business strategy planning, employee engagement, recognition and hierarchy/organizational alignment.

Operations Leader - Complaints, Fulfillment Operations and Business Support. Expertise includes analytics, metric derivation, root cause analysis, solution development, process improvement, customer experience, risk management and program sustainment.

Head of Complaints, Insurance and Protection Products. Responsible for oversight, management and governance of Insurance and Protection Products complaints program.

Responsible for leadership of the complaint management program within the Insurance Group. Manage development and delivery of key metrics and analysis of ongoing customer experience survey and complaint resolution information and initiation of process improvement initiatives targeted toward key focus areas identified in analysis results. Project Lead or member on process improvement initiatives that act toward lifting delight metrics focused around customer survey or complaint feedback communication.

Auto physical damage and bodily injury claim adjustor. Managed multiple phases of physical damage and injury claims including confirmation of coverage, investigating and assessing liability, estimation of physical damages and negotiation for vehicle repair and evaluation / negotiation of injury settlements.

Managed staff of up to 4 assistant managers and 80 associates. Controlled hiring and recruiting, ongoing staff training and development, scheduling, and supervising overall store operations (across a total of five different stores between AZ and CA, whose revenue ranged from $1.5-6 million/yr). Consistently delivered ‘best in class’ training, sales and development seminars to increase staff knowledge and skills and provide support and motivation to assistant managers and associates.