Aug 2007 - Feb 2009
Assistant Vice President - Online Banking Product Management
- Managed competitive analysis and alignment of Online Banking with supporting technology.Oversaw the research and design of requirements, user and technical interfaces, workflows, testing and success audits.Approved customer facing marketing materials for use in emails, the online user interface, customer statement insert/mailers, banking center promotional items, external emails and in-product messaging.
- Developed and implemented processes to streamline the Online Banking application, mortgage, loan, and visa check card processes. Included formulation of processes, workflows, project management, executive communication, and liaison between technical and business areas.
- Implemented the new Comerica Online Banking product which retained competitiveness with peer financial institutions through a new user interface, technology, and functionality.Functioned as the technical to business liaison throughout the 14 month project.
- Lead the implementation of the government mandated multi-factor authentication, or secondary authentication, project. Included managing vendor relationships, contract procurement, project management, executive communication, liaison between technical and business areas, and formulation of marketing/customer communication materials.
Jun 2005 - Jul 2007
Process Engineering Manager
- In first year, refined multiple department processes which resulted in annual savings of over $250K through personnel restructuring, while reducing turn-around times and error rates.
- Directed the project management, intranet system development, and process refinement of telephone sales / service fulfillment.
- Developed and implemented programs including paperless fulfillment, online customer account opening instructions and switch kits, and the improvement of existing technologies to reduce costs while improving the customer experience.
- Mentored and developed eightdirect reports.Five former direct reports have since been promoted.
Oct 2001 - May 2005
Loan Operations Manager
- Collection, formulation, and delegation of all mortgage loans. Reported to Senior Vice President, communicating volume and trend analysis for process improvement.
- Co-authored proposal and led implementation of imaged mortgage documents to nine regional offices.
- Recruited, trained, and managed 48 employees to handle all imaged loan indexing at the headquarters of Flagstar Bank.
Microsoft Suite, Lotus Smart Suite, Lotus Notes
Business to Business Websites
Business to Consumer Websites
Search Engine Optimization (SEO)