Dallas-Fort Worth Metroplex
Managing Director at JPMorgan Chase Payments | Actively driving complex operations optimization with AI, LLMs, and advanced automation tools to deliver efficiency, resilience, and innovation at scale in financial services. Specializing in payments operations process and people leadership, client operations scaling, regulatory compliance (advanced controls experience), risk management, and process excellence. Proven leader in transforming complex, high-volume product-supporting operations into streamlined, control oriented, efficient environments that are scalable. Installs culture of innovation and uplifts talent to meet modernization strategy.
Lead global operations teams that execute operations support for numerous high value commercial products for the firm.
JPM Payments offers businesses of all sizes payment processing services. Led the Merchant Services North America Boarding Operations, Technical Integrations, Escalations, and Small Business digital servicing (email/chat) teams. Drive SMB Ops strategy. Ops lead for acquisition integration.
Led all of Genesis' Operations to include: vendor management, back office, partner support, complaint management, fraud / disputes, customer service contact center, debt sales, and collections (inbound/outbound) operations both internally and externally for all consumer finance portfolios. Business lines include private label credit programs, and a general purpose (bankcard) credit card program.
*Managed large scale private label and general purpose credit card operation centers (500+ employees) including multiple site locations and offshore management * Primary stakeholder in the launch of a new operations facility in the Chicago area * Teams specialize in consumer and commercial underwriting, call center servicing (customer service, collections), and back office functions * Numerous client presentations to include new business prospects in addition to existing partners
* Managed large scale call center and back office customer operations (800+ employees) * Teams were in 4 domestic and 3 international locations * Functional owner over millions of customer contacts annually * Vendor Management * Teams specialize in underwriting, general account maintenance and servicing, dispute processing, back office functions, imaging, customer service, credit operations, collections, and inbound sales efforts.