Qualifications Summary

Leadership and Business Acumen – 30 years of experience in a diversity of Technology and Operations functions with proven leadership capability in support operations, service and fulfillment operations, change management, service delivery, process excellence, quality and productivity and strategic planning.  Responsible for operating budgets up to $280MM and performance improvement in productivity, production planning, financial planning, and associate/business partner satisfaction.

Client Focus – acted as Technology and Operations interface to the Global Commercial Bank for 5 years leading a team of Service Delivery Managers and Consultants.  Successfully brokered on average $20MM - $30MM in technology investments, per year, to various development teams.  Built credibility and trust with the team by learning their business. 

Innovation – demonstrated strong ability to create innovative solutions that bring value to the business.  Able to leverage creative and new thinking to solve business issues simply and pragmatically.  Able to partner effectively with Enterprise teams and partner teams to ensure solutions are sustainable. For example, worked with multiple partner teams to develop Centers of Capability concept for Global Commercial Bank.  Received high praise from both President of GCB as well as group executive of GCIB.

Process Excellence -   provided the leadership to instill continuous process improvement methods within a complex, highly technical organization.  Leveraged Six Sigma Process Excellence fundamentals and added valuable deliverables and process steps to ensure the methods were repeatable, sustainable, teachable and governed. Ensured opportunities for improvement were value added, supported by the business and executable. Received Process Improvement award for 2006 and 2007.

Enterprise and Business Change Management – led change management teams for 9 years supporting Transitions and BAU activities, both large scale and small projects, multimillion dollar improvements and conversions.  Successfully lead or participated in hundreds of projects and change activities.  Lead the Southwest Transaction Services team through Model conversion.

Talent Development – led teams for 28 years ranging in size up to 4000 FTE. Have actively coached and mentored teams and individuals to performance improvement and personal development. A founding member of the bank’s Dallas Women’s Mentoring group.  Received high praise from many associates and teams on my “candid and effective” approach. Instituted Dashboard reviews in Transaction Services to help associates better understand the business.

Instill Team Focus and Discipline – demonstrated ability to create order out of chaos, kept the team moving forward and clearly identified root cause issues, barriers to performance, and responded with value added, sensible solutions and next steps.  Coached teams to develop this capability and become self driven, high performing teams. Created positive energy in the face of challenges by painting a compelling picture of the future and connecting the dots for associates.
 
Demonstrate Sound Judgment and Acts with Speed – demonstrated clear and effective thinking in difficult and complex situations.  Identified appropriate courses of action and implemented solutions quickly.  Led large teams through difficult situations.  For example, guided Regional Support Team through major natural disaster in June of 2001 following tropical storm Allison flooding in Houston, Texas requiring moving of associates in multiple lines of business, offices and operations in under 24- 48 hours to designated back up facilities.  Accomplished recovery; clean up and move back took 6 weeks.