SUMMARY:

Innovative program manager with diverse experiences driving creative development and delivery of products and services. Collaborative strategist adept at leading global cross functional teams with technology partners to drive new products and business opportunities that exceed customer expectations while mitigating risk.

EXPERTISE AREA:

• Budget Management
• Contract Negotiations
• Cross Border Team Leadership
• Risk Mgt & Fraud Mitigation
• Metrics, Analytics & BI
• Requirements Analysis
• Product & Solution Design
• Regulatory Compliance
• Technology Deployment
• Lean Six Sigma Optimization
• Program Management
• Business Process Reengineer
• Vendor Management
• Organizational Change Mgt
• Business Development

PROFESSIONAL EXPERIENCE:

Program Management and Process Improvement Leader

Confidential, Mountain View, California

Responsibilities:

• Services in product design, project management, operations improvement and quality system reviews
• Worked with emerging medical device companies for program management, product design, analysis of quality controls and deployment of process improvements.
• Prepared evaluations on business strategies, customer experience, technology integration, billing, risk management and audit practices.
• Identified problems/trends, designed solutions and implemented successful changes to drive effective results.
• Performed a market segmentation analysis to identify customer groups and then drove a SWOT analysis of competitive products.
• Developed a product targeting strategy which defined a unique competitive position generating 40% more customers vs original leadership estimates.
• Designed operational processes and infrastructure roadmap for a start - up’s accounting and payment functions.
• Defined business requirements and completed competitive evaluation to select best in class platforms.
• Worked with selected technology partners to refine the transfer of payment d Confidential to the accounting/billing platform resulting in a 30% reduction of integration expense and project completion ahead of schedule.
• Managed incident resolution and closure process to achieve no major non-conformances across multiple external audits.
• Drove new supplier quality standards, conducted process audits and implemented corrective action plans.
• Led design control review meetings and conducted risk management assessments.
• Provided SAP production support on Quality Notifications (Complaints, Risk Assessments, Audits), Receiving and Purchase Requisitions.

Senior Principal, Finance and Operations Practice

Confidential, Fremont, California

Responsibilities:

• Drove new business opportunities and strengthened strategic alliances to maximize product value.
• Led cross-functional teams in driving new product capabilities from product definition through design and successful release exceeding expectations.
• Coordinated product improvement initiatives with focus on team collaboration, user experience, performance metrics and change management.
• Led a team developing solutions for Confidential that decreased settlement fees by 30% while improving productivity by 20% through identifying the root causes of 30 Oracle package implementation issues. Introduced new staff as well as system upgrades and process streamlining.
• Corrected missing product capabilities and resolved delays in deployment of Confidential platform including distribution of process toolkits and completion of gap analyses.
• Cut rework by 50% with the Confidential technique and decreased deployment schedule 25% with organizational structure redesign.
• Served as Confidential nsulting Client Coordinator for Confidential Bank product and services leading to over a 20% increase in revenue from expanded product capabilities, further technology management services and new business service offerings.

Director Advisory Services

Confidential, San Francisco, California

Responsibilities:

• Global professional services firm with primary focus on audit, tax, and consulting services.
• Provided product management and process improvement services to financial institutions for payments, multi-channel processing, servicing strategies and regulatory compliance.
• Defined payment product capability enhancements, new technologies and partnerships to grow revenue, manage expenses and reduce risk.
• Achieved 30% improvement in same day clearings with introduction of lean operations payment process for Confidential CIO as part of product enhancements covering procure to pay, acquisitions, card usage, imaging and IT business management.
• Attained 20% decrease in transaction exceptions and improved both customer quality metrics and speed of clearings with leveraging of shared services and introduction of rules-based processing platform at Confidential .
• Wrote product capability paper on payment hub platforms.

Director, Global Financial Services Capabilities

Confidential, San Diego, CA & Plano, TX

Responsibilities:

• Led cross-functional teams in product definition, platform design and deployment of new financial services products.
• Calculated global revenue forecasts and created business cases to support product investment and operations support.
• Managed portfolio of financial services products, assessed market and competitor positions, defined product pricing, monitored performance metrics and mitigated risks.
• Deployed product platforms that grew sales 20%, expanding market share 15% and provided efficient payment processing with differentiated customer experiences.
• Improved processing efficiency 17%, decreased fraud losses and increased client quality metrics 24% across 25 global Confidential payment operations and customer service centers.
• Directed compliance and operations teams in infrastructure creation and processing of 2M image replacement documents within a 1-year time frame under the Check 21 Act.
• Increased same-day earning credit 27% with launch of remote image capture platform for Confidential .
• Promoted to Director, Western Region Business Development.
• Maximized service profitability and managed $335M in payment operations and customer service contracts with six new client conversions to Confidential processing.
• Rewarded as a 3-time Confidential Sales Inner Circle honoree for customer satisfaction scores and securing multiple processing contracts in excess of $20M+.