Operations Client Partner

• Dec 2021 - Present

Director, Professional Services

• Apr 2013 - Dec 2021

• Ownership & Accountability for delivering end-to-end implementation services for eBanking and Digital Channel solutions.• Manage multiple skill-sets including project management, engineering, quality assurance, and business analysis.• Extensive cross-business unit engagement.

Manager, Client Services

• Apr 2008 - Apr 2013

•A record of continuous and progressive increase in responsibility and scope of skill-sets, products and lines of business .•Cross-training of associates to support additional product lines and in additional roles.•Boots on the ground experience as project manager for various product line implementations. •Development and standardization of implementation processes and procedures.•Direct client engagement with multiple key customers.•Responsible for ensuring successful implementation projects - thru project management, data conversion, testing, operations, process, and resource management. •Provide day-to-day guidance to professional services staff to ensure timely, high quality delivery of online banking and bill pay implementation projects. Show less

Senior Project Manager/Staff Project Manager/Project Manager

• Oct 2004 - Apr 2008

•Rapid advancement thru the project management family of responsiblities: from Entry - to - Staff - to - Senior Project Manager.• Chairman’s Club Winner – 2007• Manage all aspects of product & service implementation process by assessing and understanding clients’ business environment, processes, technical requirements and strategic objectives. •Assemble project team, secure appropriate resources, assign individual responsibilities, identify and track project issues, risks and milestones, develop schedule/project plan, assess/manage project risks, communicate pertinent project details to executive management. •Create legally-binding statements of work (SOW), project scope documents, and project plans. •Manage partner/client expectations throughout project lifecycle. Client expectations include functionality, cost, delivery schedule, support readiness and relationships. Show less

Manager, Applicaton Support and Business Analyst

• Aug 2002 - Oct 2004

•Responsible for leading an application support team focused on the delivery of quality support and maintenance of the e-bill infrastructure and services.•Provided direction, motivation and decision support; leveraged individual competencies to improve process and project quality and results.•Responsible for communicating with and supporting a matrix team consisting of development, implementations, account management and ITO. •Partnered with the business community to bridge the gap between business customers and technical developers, documenting user requirements. Show less

Business and Process Analyst

• Aug 2001 - Aug 2002

•Driver of the incident resolution process by defining problem, impact, root cause & resolution.•Leveraged input from VPs, Directors and stakeholders to create and implement appropriate measurements for incident resolution.•Selected as a participant of the company’s initial deployment of Six Sigma Green Belt Training.•Defined new role to support e-Bill operational support, during the infancy stages of e-Bill growth.

Account Manager

• Aug 2000 - Aug 2001

•One of the original e-Bill account operations managers•Responsible for the training and development of four new account managers.•Provided best in class support to assigned client base, maintaining comprehensive understanding of all process and operational aspects •Domain knowledge expert & matrix leader.