Greater Philadelphia
Enterprise transformation executive with 20+ years of experience leading strategy and large-scale change across Client Service and Operations, Product, and Technology - delivering sustained improvements in cost efficiency, client experience, and risk outcomes within financial services. · Leadership & Influence: Led organizations of 350+ team members across multi-function, cross-site operations and highly specialized teams spanning digital product, operations, and risk & controls; recognized for aligning diverse stakeholders to execute complex enterprise priorities. · Financial & Risk Ownership: Managed $40M+ operating budgets and enterprise programs with $10M+ annual spend, driving improved operational performance and strategic transformations across business lines and shared service functions. · Business & Client Outcomes: Delivered $100M+ in value creation, including 10%+ YoY cost reductions, and double-digit improvements in client experience measures through process optimization, operating model redesign, and technology-enabled transformation. · Leadership Style: Collaborative, people-focused executive who blends candor with care to build high-performing teams and trusted partnerships - translating strategy into disciplined execution and creating environments where people are empowered to do their best work.
Rotated to the Client Experience and Digital product organization to build a team responsible for strengthening risk management, controls, and governance for client facing data and platforms. • Data Quality & Governance: Building a standardized, technology enabled control framework and platform to govern the end-to-end data lifecycle (create, move, and use) - strengthening ownership, enhancing transparency, and enabling scalable data risk management and AI readiness. • AI Supervision: Deploying controls and monitoring to ensure high-quality, compliant GenAI outputs across digital channels. • Risk & Controls Management: Evolving digital product controls by integrating data risk management, complaints identification, and product compliance into a unified, scalable governance model.
Promoted to lead a 350-person service recovery organization for the Personal Investor division, overseeing error resolution, client corrections, complaint and executive escalations, and e-mail and live-chat support.
Senior leader in the Client Experience and Digital product organization, drove the multi-year strategy and transformation roadmap for the Advice and Wealth Management platforms.
Former Board Member and Treasurer Empowering students with autism to achieve their greatest potential. (https://thetimothyschool.org/)
Reported to the President of Services & Operations, led a 20-member business enablement team supporting 2,000+ employees across multiple divisions - drove annual planning and strategic initiatives that delivered $10M in annual, recurring savings.
Built a Customer Experience Insights team and Voice of the Client (VoC) program for a 400-person contact center, drove improvements in offer design and client satisfaction for the self-directed investing and advice businesses.
Led cross-divisional programs with $10M+ budgets that delivered $100M in value to the firm - primarily the Client Onboarding Digital Transformation and Service and Operations Offshoring programs.
Sr. Software Engineer, Operations Team Lead, Marketing Manager, and UX Project Manager