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Coordinates escalated customer complaint intake and case distribution, investigates and resolves customer correspondence, conducts reporting and audits, identifies root causes and process gaps, maintains documentation, supports risk controls, performs basic analyses, and communicates with customers and internal departments by phone, email, and letter. The role also promotes banking products and services while maintaining compliance, accuracy, and service standards.

Provides proactive, high-level administrative support to executive leadership for enterprise platforms. Responsibilities include calendar and meeting management, executive liaison duties, travel coordination, itineraries, correspondence, reports, presentations, research, data compilation, and project assignments. The role also supports risk, regulatory, audit, internal control, and organizational standards while handling complex administrative situations and conflicts.

Manages Global Capital Markets client relationships and transaction administration, including operational controls, risk management, regulatory compliance, legal document review, cash flows, billing, reporting, and issue resolution. Partners with clients, counsel, advisors, internal teams, and service providers to structure and close transactions. Supports sales opportunities, fee proposals, revenue growth, client retention, and new business development. May lead projects, improve processes, and mentor associates while maintaining internal control and risk standards.

Leads engineering strategy and execution for Treasury Management, Corporate Card, Merchant Card, and digital commercial banking platforms. Oversees approximately 60 engineers, technology roadmaps, modernization, architecture, delivery, vendor relationships, governance, risk, and operational performance. Partners with senior business and technology stakeholders across commercial, retail, and small business banking. Builds high-performing engineering teams and drives cloud, DevOps, automation, Agile, and AI-enabled transformation initiatives.

Manages a complex commercial loan and deposit portfolio for major businesses. Responsibilities include evaluating credit information, recommending relationships, maintaining portfolio quality and complete credit files, retaining and servicing clients, soliciting new business, cross-selling banking products, monitoring market trends, and representing the bank in community activities. May coach junior relationship managers.

Develop and support enterprise applications using C#, .NET, and Azure. Build scalable APIs, microservices, event-driven solutions, cloud architectures, and data pipelines. Apply AI-assisted development and agentic workflows, conduct code reviews, manage source code, analyze requirements, and collaborate with technical and business stakeholders while following SDLC, risk, regulatory, and control standards.

Manages a complex, high-risk banking or call center department through subordinate managers. Oversees daily operations, strategic planning, customer escalations, disputed transactions, portfolio acquisition, collections analysis, regulatory compliance, internal controls, audits, budgeting, and process improvements. Leads staffing and performance management while coordinating with senior management, customers, vendors, agencies, attorneys, and regulators.

Serves as a strategic HR advisor to senior leaders, aligning people strategy with business objectives. Leads workforce planning, talent management, organizational design, leadership coaching, employee engagement, performance management, compensation cycles, and organizational change initiatives. Partners with HR Centers of Excellence and internal teams to implement HR programs, use workforce data, resolve complex HR issues, and support risk and regulatory compliance across multiple business lines.

Manages a contested foreclosure and mortgage default unit of approximately 10 employees. Oversees customer service, collections, account servicing, disputed transaction resolution, customer negotiations, loan onboarding, month-end reporting, process improvement, risk controls, regulatory compliance, audits, and staffing decisions. Exercises charge-off authority and manages workflow involving customers, vendors, and outside agencies.

Lead multiple cybersecurity departments to define and execute strategy, manage budget and people, oversee incident response and risk measurement, select security technologies, drive continuous improvement, ensure regulatory compliance, and coordinate with senior leadership, regulators, and vendors to protect the Bank's digital assets.