Led CRM strategic initiative, which included CRM vendor sourcing, vetting and negotiation. Led cross-functional teams through the cultural adoption of CRM usage and internal process automation.
Focused assessment of the effectiveness of a Bank Mortgage Division, including leadership, strategy, organizational alignment, department structure, business development; brand awareness, compensation, training needs, compliance and technology. Led the subsequent Mortgage Transformation efforts, including the creation of a comprehensive 5 year strategic and tactical business, and sourcing a Chief Mortgage Officer to oversee the Division.
Led a cross-functional team to re-engineer Bank Operations, covering Deposit Services, Client Care Center, Treasury Management, Finance and Retail. Thirty (30)+ processes were reviewed with a focus on compliance, client experience and efficiency.
Re-engineered Bank wire processes to mitigate risk for the Bank and its clients.
Re-engineered Bank ACH policy and processes to mitigate risk and ensure compliance with NACHA requirements.
Comprehensive HRIS Assessment, including Payroll, Recruiting (employee onboarding and applicant tracking) and Performance Management. Successful sourcing, vetting and contract negotiation for a best-in-breed Performance Management system.
Identified inadequacies related to a Bank’s online and traditional account opening solution. Created a requirements document for a new omni-channel solution, issued RFP and facilitated final vendor selection and due diligence.
Created a market-differentiating onboarding process, leveraging CRM for workflow efficiency.
Business Line/Product Development
Research/due diligence/contract negotiation to launch a new business line for a community Bank (implementation in 2018) that will enhance the value proposition to clients and generate non-interest income for the bank.
Launched private banking division which included branding, product suite development, privacy, regulatory and legal considerations, IT, onboarding processes and experience, staffing/organizational structure, training, SLA’s, referral processes, marketing, accounting processes and operational agreements.
Treasury Management Gap Analysis, which included sourcing and negotiating contracts for Merchant Processing, Municipal Payments and Remote Deposit Capture. Implementation of numerous products, pricing strategy and risk mitigants, as well as an overhaul of client agreements.
Launched a Cash Management Division for a regional bank. Identified and implemented product and service offerings, pricing strategies, proposal templates, risk mitigants, policies and procedures and client agreements.
Created a business banking strategy for a department buildout. In addition to a business, staffing and financial model, enhanced the small business product offering, including a micro business lending platform (scoring methodology, pricing models and processes).
Developed highly customized Sales Training for commercial team, designed to enhance effectiveness and create a high performing sales division.
Talent acquisition resulting in the successfully sourcing of a Chief Lending Officer, Chief Treasury Services Officer, Director of Mortgage Services, Director of Human Resources & Employee Engagement, Information Security Officer and Director of Client Relationships.
Conducted employee coaching in the areas of emotional intelligence, professionalism and leadership.