senior manager global operations risk strategy resume example

• Manage day-to-day service delivery of North America content review operations against defined KPIs in a highly dynamic and fast paced environment across different staff groups and sites (4M weekly transactions)
• Oversees portfolio performance of 5 vendor sites across 3 suppliers. Scaled vendor operations to 3 additional vendors in 2018 within 3 months (300+ headcount)
• Partner with global leaders, HR, L&D & Recruiting to develop and execute on a holistic people strategy to attract, retain and develop top talent and role model leadership best practices
• Actively engages as a member of the global leadership team for cross-cutting strategic, operational and people initiatives

• Provided management in executing internal risk control disciplines and technology security framework risk assessments for the all Contact and Banking Centers, Fraud & Claims, and ATM line of business. Developed quality assurance and quality control processes to adhere to regulatory and internal governing programs. Prepared strategy for the tracking, monitoring and escalation of risk related issues to Senior Executive Management
• Developed a cross functional risk governance council comprised of Executive risk leaders to execute risk program clarity, consistency, efficiency and program sustainability across the BAC enterprise. Program offers the ability to identify, escalate, and debate risks while ensuring accountability for risk process execution throughout the entire organization
• Provided direct management to seven program managers including but not limited to; Payment Card Industry (PCI) assessments, Vendor Management, Application Life Cycle Development, and Issue Management

The Pacific NW Customer Transformation was a two year data conversion from multiple BOA platforms to one centralized environment (18 million accounts.) Provided portfolio management of all Associate Readiness initiatives for the Claims, Fraud, and Contact Center platform transitions. Assessed the adoption risk associated with the transformation effort and identified, developed, and executed strategies and supporting tactics to engage and influence project management and line of business senior leaders. Partnered with senior leaders and line of business executives to develop transition plans to sustain the change for the CA/NW Transformation.