• Lead the American Express National Bank (AENB) affiliate management program, including methodology, process, and governance framework. Create and maintain service level agreements and related performance metrics, and ensure all activities are executed in accordance with Regulation W-23B. Ensure arms-length pricing for intercompany charges.• Lead a team responsible for gathering, organizing, analyzing, and reporting on affiliate risk, including the results of affiliate SLA adherence. Prepare and present regular affiliate risk updates to several Bank Committees, including the Bank’s Risk & Compliance Committee and the Third-Party Risk Management Committee. Develop analytics to drive Bank oversight of outsourced services, and report on vendor-related metrics for the Bank’s Risk Appetite Framework and the Enterprise Control & Compliance program.• Ensure complete and accurate intercompany accounting related to affiliate agreements, while ensuring the Bank’s servicing expenses and revenue are appropriate as required by Regulation W. Assess financial penalties as appropriate based on SLA adherence.• Assist in maintaining strong working relationships with key business partners in the Bank and the affiliate, including but not limited to: US Consumer Services, Global Commercial Services, Global Servicing Group, Credit and Fraud Risk, Technology, Legal, and Finance/Controllership.• Manage reviews from regulators, internal audit, and 2nd line testing functions.

• Responsible for leading a team of global professionals who facilitate and support the execution of intercompany service agreements (ICAs) that support accounting, tax, and legal requirements internationally • Oversee the end-to-end execution and signature of over 900 intercompany service agreements annually • Support an existing population of over 4,500 agreements globally• Assist in accounting related model development across global legal entities incorporating region specific regulation• Provide strategic thought leadership across three key program pillars including process governance, agreement design, and technology administration

• Responsible for ongoing oversight of Affiliate and Third-Party vendors who perform services on behalf of the American Express National Bank• Assisted in gathering, organizing, analyzing, and reporting on the results of Affiliate and Third-Party vendor performance• Oversaw Invoicing activities of $9 Billion in Service Fees, annually• Identified, classified, and prepared reporting for all Service Level Agreement related Journal Entries within the Bank’s General Ledger• Assisted in refresh and process improvements of different Service Level Agreements while working with multiple Affiliates and their leadership to ensure accuracy and adherence to Regulation W • Managed Process Risk Self-Assessment control tests and results to assure operational risk avoidance and provide regulatory exam responses to the different regulators, internal audit, and compliance reviews throughout the year

• Supported the Basel III implementation for Global Reporting and Controllership• Managed the Risk Weighted Assets calculation and production of the FFIEC 101 Schedules• Interacted with the Company Basel III Project Management Office, Credit Risk, Treasury, Operation Risk, Technologies, and other teams to ensure appropriate coordination and understanding of linkages and dependencies• Managed the validation and review of Basel III reporting results, including reconciliation procedures• Performance of internal controls within the Basel III reporting framework• Assisted in the development of Standard Operating Procedures, Policies, and other Governance to support Basel III requirements

• Prepared, standardized, and improved weekly, monthly, and quarterly Bank regulatory filings with the primary responsibility over the FFIEC 101 filing• Supported Controllership’s implementation of the Basel III framework• Liaised with external reporting, investor relations, treasury, finance, and other affiliate teams to represent the needs of the Banks as well as assist in improving company-wide processes related to regulatory reporting• Worked with Technology and other teams to create dynamic, accurate, and automated regulatory legal entity reporting for the Banks• Represented USB Controllership in matters concerning the Federal Reserve, OCC, and FDIC

• Managed reporting, monitoring, and controlling of intercompany transactions and processes primarily to ensure adherence to sections 23A and 23B of the Federal Reserve Act as implemented by Regulation W• Handled multiple examinations and audit engagements impacting FSB and AECB on a time sensitive and deadline-driven basis• Participated in periodic Process Risk Self Assessment refreshes and performed semi-annual testing of internal controls• Coordinated the annual refresh of 250 Standard Operating Procedure documents for all of US Banking Controllership processes and ensured they were all stored in one central location

• Managed 10-15 customer care professionals who received daily calls from card members and fielded questions related to fraud, dispute handling, balance inquiries, taking payments, etc• Ranked in the top 10% of Team Leaders in the Salt Lake City Center on overall metrics for 2011• Consistently held team accountable by implementing coaching activities that focused on those skills required to achieve or exceed customer care standards• Led several projects and continually looked for ways to streamline processes and procedures, eliminate rework and reduce productivity variations wherever possible

• Ensured that new customer care professionals obtained the proper support during on-the-job training by fostering a professional and successful work environment• Consistently received highest possible results in class surveys• Provided daily feedback to new hires and tracked performance while motivating them to meet and exceed goals

• Provided extraordinary care for high value customers (spend >50k)• Chosen by team leader to provide side by side coaching to new hires and team members to improve metrics• Consistently performed above expectations. Ranked as number one performer in Salt Lake City Center several times

• Provided extraordinary care and shared relevant messages and benefits to core Cardmembers• Built relationships with customers, peers, and management• Recognized as being in top 10% in the Salt Lake City Center for 2007