Professional Summary

Banking Professional with significant experience in managing back office operations and strategic project and program management. Excellent service orientation with focus on problem/incident resolution, quality control monitoring, and loss mitigation. Control oriented with in-depth expertise in Regulatory Compliance, Audit and Control, process enhancement and re-engineering, outsourcing and revenue generating/expense reduction programs.

Core Competencies & Skills

Project Life Cycle Management (Waterfall and Agile Methodologies)

Technology Investment and Prioritization

Business Project and Process Management

Process Reengineering, Risk Control and Loss Mitigation

MS Office Products; PowerPoint, Excel/Tables, Project Management, Word, Microsoft Teams

Project Tracking and Management Systems; Changepoint/Daptiv, Azure/DevOps (ADO), SharePoint/Teams

Professional Work Summary

Reinsurance Group of America (RGA)

Signature Consultants, Senior Project Manager Chesterfield, MO May 2021 – Present

Sr. Project manager responsible for project and administrative activities for Actuarial Valuation Support Team. Duties include day to day management of projects related to process improvement, process re-engineering, annual product cycle activity, including development and deployment of resource tracking tool, initial adoption documentation and team training. Support regulatory related projects involving coordinating remediations.

Coordination of all activity related to Valuation Change Management Review Board. Schedule meetings, support Product Owners in development of process roadmaps to demonstrate execution readiness of Enterprise and Operational development efforts.

Accomplishments include development of process maps and briefs to support specialized valuation activity, including coordination of efficiencies of those activities across multiple RGA sites across the globe. Development of tools to aide and support expedited user access reviews.

US Bank, Project Manager

Earth City, MO

May 2018 – March 2021

Retail Channel Mortgage Project Manager responsible for deployment of business line specific scope on regulatory related product enhancements. Accomplishments include successful delivery of technical and operational enhancements in support of OCC and CFPB mandates for consumer data protection and record retention, various military related discounts and programs, consumer credit report fee thresholds and limits, and Anti-money laundering/anti-terrorist screening interface application. Project Management responsibility encompassed all the lifecycle disciplines and controls. Oversite of requirements/user story development and Process & Procedure updates and communications.

Other accomplishments include service enhancement related project efforts: Automated appraisal ordering, streamlined and automated mortgage underwriting conditions application and implementation of an automated mortgage closing fee structure.

US Bank, Credit Reporting Manager

St. Louis, MO

August 2016 – May 2018

Operations Manager with responsibility for the consumer credit dispute & reporting process. Management scope includes disputes investigation and resolution, and identification of reporting issues for the credit card portfolio. Other responsibilities include ensuring adherence to bank policy and FCRA requirements, staff performance management, budget and expense management.

Significant Accomplishments:

Developed and executed a quality control program to bring closure to a significant and long-standing audit regulatory issue, in less than four months.

Developed and implemented on going quality validation metrics and defect identification. Identified key program and technology needs to support on- going root cause analysis and problem resolution.

Established and led a team of subject matter experts; developed and enhance training documentation, implemented disciplines to improve agent quality results and defect rates.

CitiMortgage/Citibank, Program Manager

O’Fallon, MO

August 2014 – May 2016

Program Manager with responsibility for coordinating and executing on global strategic effort for the Mortgage Home Equity Business, with responsibility for:

Providing overall project management for Home Equity Common Core global strategic projects.

Manage performance of the program components in alignment with cross line of business requirements.

Expense and cost management and tracking, Steering Committee Board Meetings and Executive Communications

Key project deliverables and open item tracking, issue escalation and problem resolution

Coordination of activity and communication between Mortgage and Bank, Originations, Servicing/Default teams and Global Program Office

Provide accurate and timely deliverable and status reporting

Providing guidance and leadership to team members and partners in identifying and resolving impediments for any projects assigned.

Technology Investment Prioritization

Budget and expense tracking associated with technology prioritization efforts; coordination between lines of business and technology teams

Citibank, Operations Manager

O’Fallon, MO

March 2008 – July 2014

Director of Operations managing a staff of 70+ personnel, consisting of officers and associates. Oversee day to day operations, ensuring adherence to business and all regulatory operating policies. Create and implement new programs in support of production and expense saves and efficiencies. Responsibilities included:

Consumer Transaction & Check Processing

Retail Bank Sub-ledger Balancing

Item Risk & Loss Control

Retail Bank Debit Card administration & settlements

Credit Bureau dispute resolution

SCRA account maintenance

Corporate Expense Operation

Commercial Account Servicing, including 3rd Party service contract maintenance

Retirement Plan tax withholding & settlements

Managed multiple process integrations to leverage functionality in support of site reduction, eliminate processing in high cost geographies. Includes building metrics for ongoing management of results. Supported and Lead efforts to build cross line of business support initiatives for various high-risk regulatory processes; SCRA, Credit Bureau reporting and maintenance.

Supported extensive multi-phase platform and system enhancement for the retail bank sub-ledger maintenance and tracking system, image check processing platform and image ATM deposit enhancements.

Developed and modified risk control and self- assessment programs in accordance with bank policy.

Facilitate quality initiatives and process improvement plans for Financial Services Operations. Serve as business liaison for executive complaint/resolution process, business partner surveys and improvement action plans. Planned and delivered several training initiatives for site bank staff.

Facilitated the development and implementation of continuity of business plans including risk and loss mitigation programs for the bank’s consumer lines of credit and liability accounts.

Developed and implemented offshore program for multiple back office bank operation processes.

Developed revenue generating programs for over $10MM, specifically for the safe deposit box operations.

Citigroup, Unit Manager

June 1998 – March 2008

Consumer transaction processing, liability account servicing including domestic and foreign check collections, account closeouts, bank safe deposit box administration and various specialized bank processes and wire transfer processing for all bank relationship, consumer second mortgage and credit line payoffs, and lien release.

Developed and maintained business relationship for consumer servicing integrity with Home Equity Division and Non-Performing Servicing organizations in several locations.

Developed and implemented various techniques to mitigate loss due to fraud.

Expanded teller platform for new account opening servicing in support of Citibank Online, Remote Bank and Client Account Fulfillment organizations.

Pioneered efforts to establish and implement first servicing operations offshore for retail Operations.

Responsible for risk control and self-assessment, policy and procedure development and adherence including regulations, continuity of business development and planning, risk and loss mitigation.

Citigroup/CitiMortgage, Various Management Positions

May 1983 – June 1998

Education:

Bachelor of Arts, Business Administration, Lindenwood University, St. Charles, MO

Other Activities: Citigroup/United Way - Financial Education Grant Committee 2007 – 2010. Regional Business Council Women’s Leadership Award 2010. USBank Platinum Best in Us Award 2016. USBank Legends Award 2017.

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