Stephen Mallard Email & Phone Number

Austin, Tx, Us

Austin, Texas, United States

• Lead the content strategy and development of teaching curriculum for the Affluent Consultant team consisting of 75 consultants supporting 2,080 branches with both foundational change initiatives and the nation-wide launch of Wells Fargo Premier in July 2022.• Led the phased implementation of the Salesforce capability and behavioral process ‘Plan My Day and Click to Call’ across ~5,000 bank branches and ~35,000 end-users. Led a team in the development of the strategy, change management plan, monitoring and control activities, success metric definition, and senior leader communications. Project was successfully implemented November 2021.• Prepare communications for and present to senior leaders and internal stakeholders.

Austin, Texas, United States

• Co-led the implementation strategy and launch of Salesforce across Branch Banking, successfully completed early 2018. Collaborated with Branch Banking leaders and internal stakeholders, the Consumer Data and Engagement Platforms team, and Salesforce representatives to set the ongoing strategic direction, change management, and implementation of enhancements post-launch.• Identified the need to reimagine the strategy for books of business, coordinated and led a cross-functional working team, implemented the new strategy within one year. Results included a 3x increase in the number of priority segment customers in books and alignment of internal modeling processes to a common methodology.• Developed and led the user feedback strategy, working closely with branch team members and Field Engagement consultants to understand, document, and queue over 200 opportunities to improve the platform and processes.• Created and led presentations for senior leadership, support consultants, and end users.

Austin, Texas, United States

• Owned the strategy and implementation for digital banker and customer-facing tools supporting the customer needs assessment process. Collaborated with line of business and product group leaders on enhancements including discovery via team member and customer feedback, pilot development, change management and enterprise-wide implementation. Led an ad-hoc team charged with implementing enhancements in 3 months (typical cycle was 18 months).• Provided subject matter expert guidance for banker digital tools and processes. Participated in a cross-functional project using Agile development principles to develop and bring a banker digital tool to proof of concept within seven months. Led the change management and success measures sub-teams. Guided the end user experience on the development and launch of a tablet application used by bankers to queue customers.

Austin, Texas, United States

Led the local marketing and sales support strategy in three demographically unique market areas through locally placed advertising, internal field support, and community sponsorships:• Managed the $1.7 million annual advertising and internal sales support budget. Reduced inventory-holding costs by $24,000 annually by consolidating two processes into one. • Enhanced the team member experience by developing an online ordering system resulting in a more effective ordering, delivery, and tracking process. Simplified communications resulting in improved team engagement with campaigns and strategies.• Drove local media strategy to enhance Wells Fargo’s reputation and build brand equity by implementing a new ad campaign to highlight Wells Fargo’s commitment to the community and expanding the media strategy for the San Antonio and Hill Country markets.

Austin, Texas, United States

• Coached branch managers to lead their teams through observation, feedback, and developmental activities resulting in over 200 employees receiving promotions within Wells Fargo.• Led my team through the merger of Wells Fargo and Wachovia including branch consolidations and closures, employee reassignments and training, and culture assimilation.• Developed strategies to enhance manager and banker effectiveness including practice scenarios to help bankers move from solving the customer’s initial request to needs assessment resulting in a 40% improvement in customer conversations and a 20% improvement in business outcomes.• Led the effective execution of sales and service activities by adhering to sales integrity and operational guidelines.

Austin, Texas, United States

• Led a large branch team in a diverse market including affluent, small business, and student customers.• Coached and developed team members using Wells Fargo sales and leadership skills for managers.

Mba, Business

Ba, Psychology