Knowledgeable Implementation Manager with more than 20 years of financial services experience driving critical systems in the deployment of financial products, solutions, and regulatory compliance. Developed, tested, and implemented highly successful approach to systems updates, maintenance, and troubleshooting to ensure client satisfaction across a wide array of product/solution enrollments. Responsible for hiring and training staff of up to 16 individuals on 5 separate teams to execute job functions and ensure business continuity. Comprehensive resource for understanding, managing, and improving implementations with a focus on credit and debit card program life cycles. Accountable for extensive quality control process development, maximizing efficiencies, minimizing operational losses, and documenting procedures to ensure accurate, timely system setup and robust ongoing support.
Skills
Twenty-Five ears operations and client service in financial services industry
Twenty years leadership experience
Staff hiring and mentoring
Team Leadership
Effective communication
Credit and Debit Program Management
Reg Z, CARD ACT, Regulatory Compliance
Loyalty Solutions/Rewards
Incentive and Account Level Pricing (TLP/ALP)
Risk Management Solutions /Adaptive Control Systems (ACS)
Cardholder Presentation Instruments/Statements and Inserts (SCS)
Led teams in processing, implementation, and ongoing product support for more than 20 various solutions
Focus on credit card products; using First Data/Fiserv platform, including Rewards, Adaptive Control System (ACS), Periodic Cardholder Statements (SCS), Plastics, Pricing (ALP).
Oversaw implementation life cycle processes based on organizational needs, regulatory requirements and customer demand.
Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
Approved regular payroll submissions for 16 employees.
Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Compiled data highlighting key metrics to report information, determine trends and identify methods for improved data analytics.
Evaluated employees' strengths and assigned tasks based upon experience and training.
Evaluated report data to proactively adjust and enhance accuracy and minimize financial loss to operations.
Prepared and recommended long-range plans for development of automation and user-friendly applications.
Achieved 99.72% average accuracy rate on all assignments and achieved 10 straight years under budget for monetary losses, demonstrating innovative and practical problem-solving skills in high-stress environment.
On-boarded new employees, including training, mentoring and new hire documentation.
01/2009 to 02/2011
Product Control File (PCF) ManagerPublicis Groupe – Westminster, CO,
Wrote and implemented new rework procedures to standardize processes and streamline workflow.
Mentored and encouraged employees to strive for excellence while fostering professional growth.
Updated quality control standards, methods and procedures to meet compliance requirements.
Devised specifications for processes.
Improved quality processes for increased efficiency and effectiveness.
Sorted product and provided expertise on non-conforming product requirements.
Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
Managed and archived quality documentation and participated in internal and external quality audits.
Collaborated with contract representatives and oversaw quality control implementations and reporting.
Orchestrated and led team in CARD ACT compliance and changes to Reg Z standards enacted by US Congress in 2009.
Managed multiple client projects with minimal of staff to ensure compliance with all Reg Z and CARD Act price change and disclosure requirements by project deadline
Worked with multiple business units to ensure system changes and audit reporting met all legal requirements
Documented and designed training guidelines and system build requirements to ensure compliance standards were met or exceeded
Built and programmed multiple macros in 3270 mainframe system; reducing number of worker hours more than (estimated) 300% measured over 36 months
03/2008 to 01/2009
Senior Technical Project ManagerPSCU – City, STATE,
Maintained tactical control of all projects related to programming and delivery of file transmissions between in-house and third-party systems
Managed all in-house data-processor data processor migrations for clients to ensure smooth transition within multiple data platforms.
Managed 85% of all projects to ensure formal programming change requirements to mainframe data platform (First Data/Fiserv) were managed within expected time frames and on-budget
During this time; typical programming changes were annualized at cost of $6- $8 million
Developed retroactive to recompense programming project hours to reflect as billable items
Within 4 years, process improvement estimated net profit in excess of $2.6 million
01/2006 to 01/2008
Production Management ManagerPSCU – City, STATE,
Standardized production procedures, job roles and quality assurance guidelines.
Reduced implementation life cycle by more than 250%through automation and efficiencies
Reduced operational losses by 60% over 3 years
Established position requirements, schedules and production team processes.
Implemented quality improvement changes to minimize product implementation error rates.
Supervised credit card solution implementation and product support team to meet growing demands required of growing client base.
Established new systems for maintaining high-quality implementations while responding to marketplace requirements with minimum of additional staff/resources.
Education
Expected in
High School Diploma: Central Bucks East High School - Doylestown, PA, GPA:
Expected in
Associate of Arts: History Delaware Valley Community College - Doylestown, PA, GPA:
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