Results driven and highly skilled digital transformation leader with 20 years of experience in a varied set of business disciplines including operations management, digital product and service development and delivery, emerging technologies, digitization and optimization of processes, client service and people management. Strategic thinker who ensures success by leading a collaborative approach to finding solutions. Open and clear communicator and a high-performer with demonstrated innovative vision and disciplined execution.
Skills
Operational Management
Digital transformation
Client Experience driven product delivery
Process re-engineering
Strategic planning and execution
Agile Product Owner
Training and development
Resourceful and innovative
Persuasive communicator
Creative problem solver
German and Bosnian language speaker
Certified Practitioner of LUMA Human Centered Design
Education
Point Park UniversityPittsburgh, PAExpected in 2009 – –MBA:Managemet Information Systems - GPA:
University of PittsburghPittsburgh, PAExpected in 2004 – –Bachelor of Arts:Finance and Management Information Systems - GPA:
Accomplishments
Created, maintained and successfully pivoted staffing models, including restructured roles and responsibilities for client service, relationship management and product operations, resulting in reaching optimal process ratios in less than 9 months.
Standardized and optimized client coverage based on tiers, premier client base and business at risk factors across multiple lines of business, resulting in a 30% revenue at risk reduction.
Spearheaded the strategy and design of a re-imagined Client Sales and Service experience for all clients and employees.
In process of implementing an Enterprise Customer Relationship Management (CRM) platform globally.
Successfully created and executed the client experience digital strategy for multiple lines of businesses.
Completed new client portal adoption and legacy portal migrations in 18 months for over 20,000 users with differing digital needs.
Increased user adoption by 10% year over year for new digital technologies and client portal.
Increased revenue by expanding existing client relationship through consultative solutions based approach.
Increased efficiency and resiliency and reduced risk by leading the re-engineering effort focused on optimizing end-to-end operational processes.
Pittsburgh's 2018 "40 Under 40" honoree
HERoes Top 10 Future Women Leaders 2019 by Yahoo Finance and INvolve
Relevant Professional Experience
Pega (Pegasystems Inc.) - Director, Digital Lead Cambridge, MA, 08/2018 - Current
Identify, analyze, support, and coordinate the implementation of digital transformation initiatives across the various client touch points, products, and processes.
Optimizing client experience, enhancing organizational efficiency, leveraging data, understanding and integrating new technologies, and evaluating and implementing product innovation ideas.
Advancing the solution set, growing revenue, and increasing client satisfaction for the Treasury Services business.
Digital Lead on a strategic enterprise digital transformation initiative focused on re-imagination of Client Sales and Servicing experiences, processes and technologies.
Implementing an Enterprise Customer Relationship Management (CRM) platform, for the Sales and Service businesses across the organization, with Natural Language Processing and Machine Learning capabilities.
Ensuring cohesive business processes, technical solutions and data architecture meet the needs of all global businesses.
Leading the partner selection processes and requirements.
Defining and executing the client and employee migration strategy.
Hosted 6 week cross-functional re-imagination sessions that defined the target state client interaction model, operating model and technology needs across Lines of Businesses.
Brinker International Inc. - Regional Co-Chair and Global COO for IMPACT Coppell, TX, 12/2015 - Current
Governance, operations, budgeting, executive support, strategy, marketing and oversight of 20 global IMPACT chapters - a Business Resource Group focused on leveraging diversity and inclusive leadership as a competitive advantage to drive business outcomes
Oversee client engagement efforts, recruitment and retention, community partnership, learning and development, cultural agility and thought leadership efforts regionally and globally.
Serve as a mentor to multiple employees.
BNYM Corporate Trust - Principal Product Manager City, STATE, 08/2015 - 08/2018
Drive all components of the product lifecyle, management and delivery for client facing products, services and features; manage the delivery of subsequent internal products and processes in support of optimizing the client experience.
Work globally and collaboratively with business, product, operations, sales, risk, technology, marketing and communications partners to identify and implement innovative products and services aligned with revenue opportunities, expense saves and efficiency gains.
Define, direct, articulate and execute a compelling client technology product strategy to stakeholders and senior executives.
Champion a growing electronic client base - maintain a deep understanding of client needs, the competitive landscape and technology trends to shape strategic decisions, plans and priorities.
Agile Product Owner for digitization and automation of strategic, integrated and large scale projects aimed at end-to-end business optimization.
Negotiate and validate prioritization of resources and capital funding allocations.
Provide product requirements, prioritization decisions, UX, UI and backlog oversight; exhibit impeccable ability to re-prioritize based on changing needs.
Subject Matter Expert on client portal and Application Programming Interface (APIs) and its benefits and uses to the business.
Define goals and KPIs for short-term and long-term results and drive stakeholders to achieve them.
Develop training and marketing materials, content and sessions in support of product adoption.
Bank Of New York Mellon - Asset Servicing, Global Risk Solutions - Vice President - Senior Unit Manager City, STATE, 07/2005 - 07/2015
Managed a Client Service team providing support to large, global clients with a broad range of products and services and complex and customized business needs.
Key contributor to site's goal setting and strategy decisions to ensure accurate forecasting of business needs and resourcing.
Site's program manager for re-engineering of tactical and strategic quality assurance toolset.
Defined and delivered new operational and management tools, product capabilities and services.
Facilitated a working committee tasked with reaching consensus for sites with different operational needs.
Defined, prioritized and managed the global Training Advisory Board programs, structures and resourcing.
Liaisoned with technology on definition, analysis and prioritization of requirements.
Managed location migration efforts within team.
Acted as clients' point of contact for expertise in complex and specialized solutions and reporting.
Leader of the Year award recipient and Innovation competition Co-Semifinalist - "Investment Intelligence".
Mellon Bank Asset Servicing - Accounting Specialist II City, STATE, 03/2002 - 07/2005
Supported large bank clients with their custodial and accounting needs while receiving undergraduate degree.
Mellon Bank Treasury Services - Lockbox Customer Accounts Processor City, STATE, 07/1998 - 03/2002
Organizations
Board of Directors, SHIM - 2017 to present
Together, with teams of dedicated volunteers, donors and partners, working to reduce the devastating effects of suburban poverty among the working poor, unemployed, families, single parents, senior citizens, women, and the high concentration of refugee families in our service area
Board member
Serve on the board development committee to establish board governance and best practices
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