Conscientious leader with over 17 years of experience in the financial services industry. Knowledgeable and efficient in process implementation and improvement, risk identification, issue resolution, policy and procedure development and documentation, and third party management. Strong customer advocate with proven expertise in the management, resolution, and remediation of customer issues.
Business Operations Manager01/2012 to CurrentPNC Insurance Services
Leader of PNCIS' Business Process team.
Led the establishment of governance structure for optional insurance and protection products across the organization.
Develops and drives implementation of PNCIS' policies and procedures.
Revises policies/procedures in accordance with changes to OCC and insurance regulation.
Manages the risk control self-assessment process - identifies risks and owns self/customer-identified, compliance, audit, and operational risk issues for PNCIS.
Manages Heightened Standards Action Plan for Insurance - include providing updates to steering group, participant and contributor to prime process preparation, RCSA changes.
Identifies significant issues and works with internal and external partners to develop and implement resolutions.
Identifies and communicates process improvements to the appropriate internal and/or external operations partner.
Resolves escalated customer and internal partner issues including customer remediation.
Optional insurance subject matter expert for conversion of consumer lending products to a new system.
Product Manager01/1998 to 01/2011Bank of America
Identified legacy optional insurance programs offered through various marketing channels at PNC and legacy entities.
Developed and implemented an oversight program for third party providers of optional insurance products based on most current OCC regulation; program accepted by the OCC with no supervisory objection.
Served as subject matter expert on a cross-functional team to realign the Enterprise's Third Party Management program to meet newer regulatory standards.
Developed and implemented PNC Insurance Services' customer escalation process and convened an escalation team to resolve complex customer issues; facilitated integration of Insurance Services into the enterprise complaints process; provided reporting on optional insurance related complaints to senior management; identified issue trends and assisted in customer remediation when necessary.
Monitored performance of third party providers against service level expectations and other obligations as specified in the providers' contract.
Conducted onsite quality assurance audits of specified third party providers as well as regular monthly or quarterly meetings to discuss performance, customer complaint trending, and other issues identified by either party.
Led or assisted in terminations of legacy optional insurance programs; partnered with third party providers to draft communication to customers and internal customer contact areas; monitored customer base following termination to ensure that the appropriate system changes occurred.