Process Manager/BSA/ Product Owner

GARY HOOK

Midlothian VA

*******@*******.*** / 804-***-****

PROFESSIONAL SUMMARY

Strategic, results-driven Business Systems Analyst, Product Owner, and Risk Management professional with 30+ years of experience leading enterprise transformation initiatives across banking, financial services, retail, healthcare, and technology environments. Proven success translating complex business objectives into scalable technology solutions, driving regulatory compliance, optimizing operational processes, and delivering measurable business outcomes.

Recognized for partnering with executive leadership, business stakeholders, technology teams, and regulatory organizations to modernize legacy environments, improve data governance, strengthen risk controls, and accelerate enterprise initiatives. Extensive expertise in Agile delivery, product lifecycle management, business analysis, process optimization, enterprise data management, and compliance-driven transformation.

CORE COMPETENCIES

Business Systems Analysis

Product Ownership & Product Lifecycle Management

Agile / Scrum Methodologies

Enterprise Risk Management

Data Governance & Data Quality

Business Process Improvement

Digital Transformation

Requirements Elicitation & Management

Regulatory Compliance (AML, KYC, SOX, GLBA)

Stakeholder Engagement & Executive Communication

Business Architecture & Process Modeling

Change Management

User Story Development

Backlog Prioritization & Roadmap Planning

KPI Development & Operational Analytics

Quality Assurance & UAT Leadership

Vendor & Third-Party Management

Enterprise Application Modernization

Root Cause Analysis

Cross-Functional Team Leadership

PROFESSIONAL EXPERIENCE

Application & Data Risk Management / RM CIS Platform Steward / Capital One - Greater Richmond Region 07/2012 - Current

Lead enterprise-wide initiatives supporting retail banking and small business banking platforms while driving application risk management, data governance, operational excellence, and regulatory compliance.

Key Contributions

Provide enterprise oversight for application and data risk management across critical banking platforms supporting retail and small business operations.

Serve as Product Owner across Agile delivery teams, managing backlog prioritization, roadmap alignment, sprint planning, and stakeholder engagement.

Partner with business, technology, operations, compliance, and risk teams to translate strategic objectives into actionable business and technical requirements.

Drive enterprise modernization initiatives that improve operational efficiency, strengthen governance controls, and enhance customer experience.

Lead process improvement efforts through workflow analysis, productivity assessments, gap analysis, and best-practice implementation.

Develop and monitor KPIs, performance metrics, and operational analytics supporting product performance and business outcomes.

Support AML, KYC, audit, compliance, and regulatory initiatives through enhanced controls, governance frameworks, and risk mitigation strategies.

Direct enterprise data governance initiatives, data quality improvements, and information management strategies.

Conduct root cause analysis, defect management, quality reviews, and remediation planning.

Collaborate with vendors and third-party partners to ensure solution alignment, compliance, and operational effectiveness.

Led business analysis and QA initiatives, including development of testing frameworks and validation processes.

Supported large-scale enterprise integrations, platform migrations, and strategic banking transformation programs.

Performed role-based access control (RBAC) analysis and governance assessments to strengthen security and compliance.

Product Owner / Capital One - Greater Richmond Region 07/2012 - Current

Product Owner on Core Banking Systems across two agile teams including Customer Relationship Management working with AML, Fraud, Account Management to meet Operational, Regulatory and Compliance Requirements.

Manage workload prioritization and enterprise application and data initiatives.

Develop KPIs and analytics to support product experience and operational efficiency.

Led BSA/QA efforts including IRIS Wireframe Test Harness development.

Defined HLBRs, conducted scope reviews, and estimated LOE across teams.

Streamlined release management processes and performed RBAC analysis.

Ensured platform compliance with Capital One's architectural blueprint.

Supported major initiatives including Project Shield, HSBC integration, and ING integration.

Developed estimation tools, provided early-warning resource communications, and identified cross-LOB impacts.

Designed end-to-end solutions and improved internal processes.

Business Systems Analyst Consultant / CarMax 03/2011 - 08/2011

Supported Agile digital transformation initiatives focused on customer-facing eCommerce capabilities.

Gathered and documented business requirements for online vehicle purchasing solutions.

Collaborated with business and development teams to define functional requirements, user stories, and acceptance criteria.

Sales Solutions Business Systems Analyst / McKesson Mediacal 09/2009 - 03/2011

Led CRM requirements gathering and Salesforce implementation initiatives.

Managed customer technology solution delivery, data mapping, integration activities, and process improvements.

Facilitated stakeholder workshops, user feedback sessions, testing coordination, and solution validation.

Sr. Business/Systems Analyst / Circuit City 04/2005 - 04/2009

Led requirements management and change control processes supporting enterprise POS replacement initiatives across 640+ retail locations.

Coordinated cross-functional workshops, user acceptance testing, inventory validation, and large-scale operational initiatives.

Managed enterprise project deliverables, stakeholder communications, and implementation readiness activities.

Sr. Technical/Business SOX Initiative Consultant / Wachovia Securities 10/2004 - 04/2005

Defined and documented access governance processes supporting SOX and GLBA compliance initiatives.

Partnered with compliance, audit, and technology teams to establish enterprise access control requirements.

Developed business rules, operational procedures, vendor requirements, and workflow automation recommendations.

Testing Coordinator / Wachovia–Prudential Merger 09/2003 - 01/2005

Directed cross-functional testing efforts supporting enterprise merger and conversion initiatives.

Coordinated test planning, environment readiness, issue management, communications, and milestone tracking.

Developed business cases, test scripts, SLAs, and incident management processes.

MORVEN PARTNERS LLP

Infrastructure & Enterprise Conversion Project Consultant

Conducted technology due diligence assessments supporting acquisitions, relocations, and data center transitions.

Developed integration strategies, project plans, risk mitigation frameworks, and conversion readiness plans.

Led RFP development, SLA creation, vendor coordination, and enterprise implementation planning.

Managed infrastructure readiness across networks, telecommunications, servers, security, and third-party environments.

EDUCATION

Computer Science/Engineering/Business

Pennsylvania College of Technology

Additional CEU Credits: Risk Management College, Business Analysis, Requirements Gathering, Use Case Development, Project Management, Conflict Resolution, Management

CERTIFICATIONS

SAFe Program Consultant (SPC4)

Agile Product Delivery & Scrum Practices

Risk Management

Business Analysis

Requirements Engineering

Project Management

Use Case Development

TECHNOLOGIES & TOOLS

JIRA Agile Scrum Product Backlogs User Stories Salesforce CRM Platforms Enterprise Banking Systems Data Governance Platforms Requirements Management Process Mapping UAT QA Testing RBAC KPI Reporting Risk Management Frameworks

INDUSTRY EXPERTISE

Banking & Financial Services Retail Banking Small Business Banking Risk Management Regulatory Compliance Healthcare Retail Operations Distribution & Manufacturing Cloud-Based Solutions

VOLUNTEER EXPERIENCE

Habitat for Humanity International

Volunteer 2016 – Present

Support community development initiatives through hands-on volunteer service and outreach programs.

Contact this candidate