Jun 2020 – Oct 2020 · 4 mos · Jacksonville, Florida, United States · Remote

• Disruptive mandate to drive growth in the organization by steering capital to create new opportunities, products, revenue streams, and enter new markets for digital payments.
• Managed the life-cycle product-planning activities and high-quality delivery of FIS Global's new digital payment products releases to market.
• Defined product roadmaps to meet market requirements in support of product-line strategy by considering the position in life-cycle, market position, product profitability, pricing strategies, client satisfaction, and sales success rate.

May 2018 – Jun 2020 · 2 yrs 1 mo · Greater New York City Area · Hybrid

• Provided digital innovation leadership for mid-to-large scale banks and credit unions - strategic consulting, product/program management, and delivery expertise in omni-channel, payments and digital-banking solutions.

Aug 2015 – Aug 2018 · 3 yrs · New York, New York

• Developed engagement opportunities in the top 20 retail banking space on how to create and execute digital transformation strategies leveraged by experience-led design and front-to-back-office digitalization.
• Defined business challenge(s) and ideated for change opportunities by facilitating innovation workshops with clients utilizing creative-problem-solving techniques.
• Developed transformation business cases. Defined road-maps, drove delivery, and discovery activities for transformation programs. Led road-map prioritization, goal/metric setting, story writing, project execution, A/B testing, and product roll-out strategy. Developed proof-of-concepts to test the understanding of the problem at hand, and not just the solution.
• Provided ongoing and real-time decision support, and navigation to ensure design and build activities are orchestrated effectively to deliver business outcomes quickly.
• Developed digital-first human-centered customer experiences by leveraging empathy maps, journey maps and business model canvases.
• Immersed in digital trends and dynamics that are congruent, interconnecting in ways that can cross-amplify their impact on the retail banking sector - open banking, AI, blockchain, digitalization, cloudification, finTech etc.

Dec 2010 – Jul 2015 · 4 yrs 7 mos · Mount Laurel, New Jersey · On-site

• Responsible for the consumer money-movement portfolio for tdbank.com used by 4.1 million customers.
• Managed the business - provided strategic leadership - fostered innovation - led a product management team - prioritized and drove product development initiatives from concept to launch.
• Improved the user experience, drove up customer promoter scores, and improved financial metrics around engagement, usage and cost efficiency for the money movement product portfolio.
• Ensured the quality implementation of digital payment strategies and experience across all electronic channels, including online banking, mobile banking, and the employee intranet.
• Demonstrated excellence in complex problem solving, and to effectively communicate the vision required to achieve disruptive advantages related to growth, differentiation and sustainability in the U.S. and Canada
• Personal Contribution:
• Influenced executive management, and line of business partners to drive investment and attention on TD’s Money Movement portfolio by promoting the value propositions, and by leveraging performance data, analytics, competitive analysis and customer experience research. Delivered three large strategic initiatives in the TD Bank’s digital money movement portfolio necessary for the bank to establish a digital presence that aligns with its brand promise of convenience and legendary customer experience. These include the launch of an improved electronic bill pay platform, external transfer services, and person-to-person payment services.

Oct 2009 – Nov 2010 · 1 yr 1 mo

• In charge of a business-critical client renewal/retention initiative - persuaded strategic banks and credit unions to retain FIS’ payment services by communicating upcoming business/product plans and understanding their needs. Delivered 90% revenue retention over a 30-month period

Sep 2007 – Oct 2009 · 2 yrs 1 mo

• Revitalized a Pay-Anyone Bill Pay solution to create one of the best-in-class consumer payment services in the banking technology space - Fidelity Bill Pay - A consumer Bill Pay product used by over one million consumers. Fidelity Bill Pay is in production at over 600 Banks and Credit Unions.
• Established service level expectations for all critical functions within scope of responsibility and ensured direct reports managed their team(s) to meet/exceed expectations.
• Upheld legal, regulatory and compliance requirements unique to the role, in addition to bank secrecy act, anti-money laundering, OFAC, TCPA, and information security policies and procedures.
• Completed annually required compliance related courses as established by company policies and/or practices. Performed business resumption planning and validated the adequacy of the plans.
• Coached, managed, motivated, recruited, and developed a team of 30-individuals by leveraging leadership skills and emotional intelligence. Onboarded, trained, and managed remote employees in Asia.

Aug 2005 – Aug 2007 · 2 yrs

• Managed relationships and extended partnerships with Certegy ePayment’s strategic clients (i.e. mid-size to large credit unions and mid-size banks) - served as a catalyst to assess and translate the client's needs into business opportunities for the ePayments division; thereby maximizing revenue with existing clients.

Jan 2003 – Jul 2005 · 2 yrs 6 mos

• The top-level executive, directly responsible for a technology operations team for Certegy's hosted internet banking and bill pay applications.

Jan 2001 – Jan 2003 · 2 yrs · Seoul, South Korea · On-site

• Consulted with one of the first digital professional services firms in Korea. Assisted clients with leveraging technology to generate demand for their products and services online. Notable clients included LG Capital, Samsung Electronics and Amore-Pacific Corporation. Helped start up their Professional Services practice, delivering $2.4 million in revenues within 18 months.

Jan 2000 – Jan 2001 · 1 yr · Portland, Oregon

• AGENCY.COM was a leading Digital Consulting Services firm that specialized in creating and enhancing online customer experience for companies/brand in the Web 1.0 days - assisted clients in designing online resources that are easy for customers to use and that effectively present clients' brands. Implemented award-winning interactive programs for corporations across the world, including 3M, British Airways, Compaq, Heineken and Reuters.

Jan 1999 – Jan 2000 · 1 yr · Portland, Oregon

• Internet professional services firm providing eBusiness strategy, ROI analytics, online branding, websites, and customer relationship management, with projects ranging in value from $50,000 to $1.2 million

Jan 1997 – Jan 1998 · 1 yr · Salem, Oregon

• Started up the Online Advertising Sales Department, delivering 60 local and regional accounts within 6 months

Jan 1995 – Jan 1997 · 2 yrs · Salem, Oregon

• Sold approximately $1.2 million of advertising space both years

Jan 1994 – Jan 1995 · 1 yr · Greater Kolkata Area · On-site

• Account Executive for 3rd largest English Daily Newspaper in the world.