Led efforts to define operational use cases that leveraged AI to lower cost and reduce processing time. Selected AI vendors, defining success criteria and proofs of concepts underway. Oversaw customer care transformation efforts with goal of saving $35M by end of 2024, which required new system enhancements, moving centers of excellences offshore to take advantage of labor arbitrage, partnering with clients to modify their contracts to allow offshore support, and defined OKRs and KPIs to track success of program.• Spearheaded use of AI and machine learning to improve client onboarding experience while reducing cost.• Managed onboarding of new client worth $742B, including building out new AWS cloud and Z / OS platforms that were FedRAMP certified. Exposed and ensured APIs were secured and leveraged by Salesforce.• Supported and tracked audits (internal/external) including SOC1 and SOC2 thru remediation• Leveraged Automation Anywhere to automate processes to handle paper intensive business flows to reduce handling time and resources.• Integrated third party document signing software, Docusign, leveraging Enterprise Service Bus (ESB) and API Server.• Led efforts to setup offshore Centers of Excellence (CoE) and migrate call center support to Philippines, India and PuertoRico.• Collaborated across multiple groups to create project milestones and ensure programs were aligned.• Determined OKR and KPI metrics and reporting criteria for monthly senior leadership review.• Tracked and controlled PMO-led efforts through attainment of business value.• Ensured the right level of process and methodology were applied based on type of initiatives.• Guided onshore and offshore Agile teams on development efforts and ensured ceremonies were conducted to view firsthand incremental progress against roadmap. Provided course correction.• Adhered to budget.

Led all enhancements to mobile app, VRU, distribution and recordkeeping systems to support pensions and retirement business for Transamerica, including onboarding jumbo clients such Coca-Cola, Kellogg, Edward Jones, and AIG, which represented $12B+ in assets.• Spearheaded migration of key client-facing applications towards more digital experience while leveraging big data, digital services, and APIs and moving to on-premises cloud architecture.• Managed complex transactional projects related to eligibility, enrollment, and money movement to improve recordkeeping platform for mega clients and ensuring clients could preview these in model office environment. • Oversaw automation of disbursements transactions, using UIPath to reduce time for clients to get access to their money.• Drove assimilation and retirement of acquired systems onto single platform.• Responsible for audits and compliance of the core recordkeeping processes including any security findings• Created three teams that would move CI / CD and DevOps agenda while building out microservices that would facilitate migration to cloud (AWS), thus allowing for push-button deployment.• Prepared roadmap for internal systems that would address 2020 and beyond technology stack.• Rolled out 18 Agile teams to transform & drive adoption of Agile SDLC.• Assumed leadership of financial advice services, utilizing Morningstar, Financial Engines, and Yodlee and spearheaded build out of these capabilities.• Ensured projects met tollgate criteria for code reviews, code coverage, test automation, and architecture reviews before they migrated to production.• Developed PMO to track and manage internal client requests for enhancements.• Led three outsourcing engagements to move support and enhancements to external offshore vendor.• Supported sales and RFP process to attract new clients within jumbo market.• Presented IT systems and overviews to new business sales, RFPs, advisors, and distribution client executives.

Collaborated as member of executive team that conducted all IT planning, budgeting, development, and operational efforts in support of Mutual Funds Communication line of business, forecasted to earn $107M in revenue in FY16 and expected to double sales by FY17. Served as primary point of escalation and ensured teams remained motivated in fast-paced and demanding environments. • Piloted Agile and Kanban to department that was following Waterfall SDLC. • Created and implemented technology roadmap for all division applications. • Acted as security champion, overseeing periodic scans and leading response to audit findings. • Built and presented business case providing hybrid build, buy, and source solution to spend $6M over two years, replacing older applications with newer technologies to meet sales goals while reducing expenses by $5M.• Partnered with senior business leadership in defining and rolling out of digital communication strategy for major financial services firms.• Spearheaded design of custom communications in print, PDF, and digital format for mutual fund providers, enabled individualized solutions for key clients, such as Fidelity, JPMorgan, T. Rowe Price, and Merrill Lynch.• Partnered with Agile PMO to assess state of Agile, establishing roadmap and rolling out Agile and Kanban best practices to increase flow of client projects completed.• Led development, DevOps, and QA, including automation and continuous integration testing in matrixed environment.• Served in key client-facing role, collaborating directly with client stakeholders to determine disaster recovery strategies, and representing IT division at engagement meetings.• Reduced production support cost via automation and movement of tasks to other groups, which saved six FTEs while exceeding service levels.

Led cross-functional teams of 30+ business stakeholders and IT resources in planning and delivering projects valued at $7M+ annually. Developed and managed IT agenda, budget, and department policies. Owned team talent attraction and retention, coaching, and performance management activities and succession planning with focus consistently on motivating team success and driving individual growth. Sponsored and led all departmental process improvement initiatives. Served as IT Champion for company, providing updates to executive management on center for excellence initiatives.• IT product owner for retirement plans website and leading digital experience enhancements to both desktop and mobile versions, including client-side architecture and multiple apps to improve self-provisioning and channel shift.• Led Agile mindset transformation with creation of vision, training plans, roadmaps, change management, communities of practice and measuring progress against maturing model. Ensured that continuous feedback loop was in place on projects and take corrective measures.• Spearheaded development of 2016 Vision, including IT spending of $22M annually• Oversaw development, QA, and implementation efforts, including use of test-driven development (TDD), automated regression testing, shift-left, continuous integration, and DevOps, to improve quality and speed to market.• Managed migration of retirement plan websites from WebSphere to Apache Tomcat, which led to $6M savings. Migrated retail websites to 64-bit.• Guided three Agile teams in consolidating of business logic to support website, call center, and telephony applications to Java, including overhaul of Financial Engines interface and integration of financial independence service, HelloWallet.• Supported process owners in retail investing division by tracking software quality metrics, defining improving plans, and determining gaps in scope, quality, and schedule for $109M in software development.