Feb 2022 – Jul 2023 · 1 yr 5 mos · New York City Metropolitan Area · Hybrid

• Novo is a scale-up platform for small business banking with operations in the US and India. Hired to build the Business Process Transformation Department. Managed Business Process Management (US), Onboarding / KYC, Periodic Review, and KYC Quality Assurance Teams (India). Left company because of travel requirements.
• +Managed Global Teams (US & India) 35 associates
• +Increased application opening rate by 15% in six months by optimizing processes and implementing policy changes
• +Reduced ID requests for information by 30% by implementing policy changes to take a risk based approach
• +Created group of process SMEs and trained on Lean Six Sigma: resulted in over 300 procedures and process maps

Mar 2021 – Feb 2022 · 11 mos · New York, United States · Remote

• N26 is a start-up consumer banking platform based in Berlin that launched in the US in 2019 and left the US in 2022 (laid off US team). Responsibilities included developing the US Operations Strategic Roadmap and global project and process transformation
• +Provided operational structure for process development and transformation: roadmap, workflows, procedures, KPIs, customer comms, controls, gap analysis, etc.,
• +Eliminated ACH errors from ~40 per month to 0 with a detective control
• +Created multiple processes spanning across multiple departments (CS, Operations, Fraud, etc.,)
• +Project Manager for complex, large scale projects: changing partner banks, US Operations Closure

May 2014 – Mar 2021 · 6 yrs 10 mos · Melville, New York, United States

• Commercial Risk November 2020 - Present
• Risk Advisor - Commercial Card & Marketing and Analytics
• +Support change management initiatives by identifying risks and implementing controls
• Treasury Management Fulfillment December 2018 - November 2020
• People and Process Manager - Lockbox Operations
• +Managed 15 associates
• +Reduced customer resolution times by 90% with workflow optimization and coaching
• Payment Operations - May 2014 - December 2018
• Operations Specialist - ACH Disputes, Zelle (P2P Payments), and Wire Operations
• +Project Lead for Zelle launch: Create process maps, procedures, escalation plans, testing, etc.,
• +Subject Matter Expert for Wire automation project, resulting in 99.98% straight through processing

May 2012 – May 2014 · 2 yrs · Massapequa, New York, United States

• Branch operations and Sales