Technical Product/Project Manager

MEL WHITLEY

Mel is a senior manager with over ** years of management and technology

experience in eCommerce and Digital Channel Services, with focus on the

financial services industry.

Recent assignments at Bank of America and Wells Fargo have been focused on

eCommerce Technical Product/Project Management for Digital Channels

authentication, Customer Protection, and eCommerce online banking (deposit

accounts opening, identity management, credit decisioning, and sales

fulfillment). Additional background and accomplishments include Big-5

consulting and assignments in the areas of eCommerce, Brokerage, Data

Warehousing, Change Management, call centers, multi-channel customer

relationship management, Business Intelligence, and related Six Sigma

Senior Project Management. Work experience includes the following:

Collabera - Wells Fargo, Charlotte, NC, July 2014 to Present

Technical Product Manager, Virtual Channels, Fraud Prevention &

Authentication:

. Provide product management in Fraud, Prevention, and Authentication,

Virtual Channels Group. Work effort focused on working with lines of

business in implementation of authentication tools, including One Time

Passcode, Out of Wallet Questions, and RSA SecurID products.

. Responsible for working with Line of Business partners in User Interface

design for presentation of authentication tool across devices, including

Mobile, Tablet, and Desktops.

Artech - Bank of America, Charlotte, NC, February 2014 to July 2014

Change Manager, Small Business Program Management

. Responsible for end to end project/change management of assigned Small

Business Online Banking projects. Role includes leading the development

of Project Charter, Business Requirements Definition, Design/Development,

Testing, Implementation, Control Plans, Communications, and Associate

Readiness

. Project processes and technologies include SalesForce, Live Person (Call

Me Now), Call Delivery, Problem Handling Workflow (middle office),

MasterCard Business Controller, and Small Business Online Banking

Collabera - Wells Fargo, Charlotte, NC, August 2012 to January 2014

Technical Product Manager - Digital Channels, Fraud Prevention &

Authentication

. Provided product management in Fraud, Prevention, and Authentication,

Digital Channels Group. Work effort focused on retirement of Security

Questions for FFIEC compliance and leadership on the Next Generation Login

Platform/Strategy for Online customers.

. Involved product strategy and analysis on desktops and mobile devices for

authentication and risk evaluation. Mobile analysis and development

(Android and IOS) included banking applications user interface design,

challenge tool presentation, device ID/fingerprinting, device/application

tagging, IP identification process, behavioral analysis techniques, proxy

piercing, and risk scoring process.

. Projects and products involved working with Oracle Adaptive Manager (KBA)

for security questions, Actimize for transactions risk management,

Advanced Access (Out of Band authentication), Experian (Out of Wallet

questions), and VerID (Out of Wallet questions). Expertise provided

includes systems utilizing Device Identification, IP analysis, Login Risk

Scoring, Online Challenge processes and tools, and Online Service Center

impacts. Project responsibilities include overall management of assigned

product projects, partnering with lines of business using related

products, change management requirements, project timelines, budgets, and

release monitoring.

Bank of America, August 2007- July/2012

. Worked as Senior eChannels Customer Protection Product Manager with focus

on downloadable applications for mobile phones and IPads. Additional

responsibilities included Bank of America domain management and support

processes.

. Worked with ePublishing team on the migration to an advanced

infrastructure (Borneo) and transition of Countrywide Content Management

System. Role of Channel Delivery and Execution manager focused on Non

Functional Requirements review with technical development teams and

ePublishing organizational redesign, staffing plans, communication plans,

SalesForce, and deployment planning for an "Agile" systems development

methodology of new platform.

. Worked as Senior PM on the Basel data migration PMO team for Countrywide

and Merrill Lynch mergers. Primary responsibilities included PMO tracking

and reporting on multiple projects for Countrywide data migration, TARs

identification/tracking, project risks measurement, and risk mitigation

strategies. Secondary focus was on identification of key data migration

projects, gap analysis, and development of overall Merrill projects list

for full Basel compliance.

. Provided new account opening strategy and business policy implementation

for eCommerce Marketing, Deposit Products group. Worked within eCommerce

team in the analysis and design for online new account opening, booking,

and funding (APEX/Common Application). Key focus directed to online

Identity Management, Credit Decisioning, fraud management, and back-office

components for new accounts opening in a new and highly automated

eCommerce platform, and SalesForce technology. Additional

responsibilities included Risk Partner communications (UCRA and policy

approvals), vendor management of Identity Management Service (Experian),

communication plans (BCC and DCC), online Deployment strategy planning,

back-office procedures update (DCC), Jade stories development for Agile

Development Methodology, and UAT of all APEX project tracks.

Ajilon Consulting/Bank of America, July 2006- August 2007

. Bank of America (BAC): Provided new account opening strategy and

business policy consulting for eCommerce Marketing, Deposit Products, Bank

of America for new accounts opening in a new and highly automated

eCommerce platform. Worked within institution's eCommerce team in the

analysis and design for online new account opening, booking, and funding.

Key consulting focus directed to Measure & Analyze DMAIC phases of

Business Requirements, High Level Design, and Low Level Design for the

online project tracks of Identity Management and Credit Decisioning

components of Project Apex.

North Highland Company, Principal, August 2001-February 2006

. Bank of America (BAC): Provided Senior Project Management for Data

Warehousing projects with EIG group of enterprise data warehouse. Worked

with institution's Systems Development Lab to assure SDLC compliancy and

the assigned Six Sigma Master Black Belt on project processes,

deliverables, and toll gate requirements. Project included working with

business unit and technology teams during each phase of the Six Sigma and

Systems Development project life cycle.

. Bank of America (BAC/BAI): Provided Senior Project Management (Change

Manager) for a complex Brokerage Account Opening and workflow project.

Worked with Six Sigma Master Black Belt on DFSS project processes,

deliverables, toll gate presentations, and defining of process improvement

goals and objectives. Provided planned release schedule and functionality

growth per business requirements and planned budgets. Project included

working with external vendor during Analyze Phase and assisted in vendor

versus in-house development evaluation. Implementation phase included

change management duties for Bank of America technical team and

development process tracking.

. General Electric: Provided PMO structure and Senior Project Management

for large-scale data acquisition implementation project in Digitization

group at General Electric, Atlanta Division. Developed Project Management

Office organization recommendations, Program Charter, Integrated multiple

sub-project/teams plan, risk identification & mitigation strategy,

communication plans, and quality assurance audits for program

implementation. Worked with Six Sigma Master Black Belts on Program

processes, deliverables, and defining of process improvement benefits.

Managed the planning of project release schedules for Rational Unifed

Process (RUP) SDLC to accommodate a one-year remaining life cycle for the

digitization group.

. Bank of America (BAC): Provided IT strategy consulting and Senior

Project Management for enterprise Relationship Management Model

implementation project in IT Shared Services, BAC. Developed Project

Management Office organization recommendations and Relationship Manager's

CRM functional requirements. Provided consulting to the RM team in

defining the process and related templates for CRM tools selection.

PriceWaterhouseCoopers, Principal Consultant, August 1999-July 2001

. Avaya Communications: Provided Senior Project Management, eCRM thought

leadership, and directed technology work-stream management for Strategy &

Vision consulting of a global customer care project for Avaya, a Fortune

50 telecommunications company. Successfully delivered eCRM strategy,

architecture recommendations, and proposal cost benefit development for

nine strategic initiatives. The Strategy & Vision phase focused on the

global transformation of existing customer care organization to an

internet channel focused customer care and product order management

platform. Additional key activities included eCRM vendor (Siebel) account

relationship, team leadership with client CIO organization leaders, and

detailed enterprise portal architecture communications with IT architects

and management.

. Teledyne: Senior Project Manager for an internet (eCRM) channel focused

customer service and support platform in Teledyne, a Fortune 50 company.

Provided project startup coordination and management for analysis, design,

and reference implementation (prototype) phases. Project utilized leading

edge internet and e-Business technologies integration for an eCRM portal

that included Domino.doc (Document Management), Primus (Solutions

Management), and Clarify (Incident Tracking and Customer Information).

The eCRM portal serves as an intranet application for tiered customer

support and extranet application for customer self service. Portal

delivery platform is Java based architecture (J2E) and includes

utilization of Weblogic, I-Planet, Oracle, and Solaris. The Rational

Unified Process (RUP) development methodology was utilized for reference

implementation phase. Provided the planning for release schedules in

coordination with required business functionality for projected cost

savings per fiscal quarter.

. Nortel: Senior Project Manager and proposal development for Global

Customer Care Assessment on pre-sales call centers in Nortel, a Fortune 50

telecommunications product company. Project focused on customer care

strategy and call centers assessment for over fifteen sites worldwide.

. First Union Bank: Senior Technical Project Manager and eBusiness

strategy consultant for consumer banking focused e-Commerce projects.

Responsibilities included technical teams management of four project

managers responsible for six to eight projects in the enterprise e-

Commerce Systems group. Projects utilized leading-edge internet and e-

Commerce technologies and were focused on positioning the bank as a

leading-edge technology bank in internet applications. Key technologies

included J2EE platform upgrade, implementation of Vignette Content

Management system for dynamic content publishing, Voice over IP (VOIP)

pilot, outbound messaging (e-alerts), Single Sign-on, and Bill-Pay.

Education & Certifications

Bank of America - Six Sigma Process Modeling (iGrafx), 2007

Bank of America - Design for Six Sigma, 2002

Six Sigma Greenbelt Certification, North Highland Company, 2002

ABA BankCard School Certification, 1997

PhD/ABD: Engineering Management, Clemson University, 1984

MS/BS: Textile Management & Technology, N. C. State University, 1973

Contact Information:

Mel Whitley

704-***-**** (mobile)

**********@***.***

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