Eric Adams
Summary
An experienced professional with 18 years of service in the financial industry. Possessing process management skills, working in partnership with internal and external stakeholders on improvement opportunities and successful change management. A skilled communicator, motivated by client experience and the execution of objectives/goals leading to continued customer satisfaction.
Overview
18
18
years of professional experience
Work History
Process Manager - Absolute Control Team, Platform Operations
Ascendion Inc. - Capital One (Contractor)
03.2023 - 09.2023
- Performed quality assurance testing of regulatory controls encompassing credit lines changes, membership fees and customer communications
- Led process improvement initiatives related to documentation of daily workflow activities through job aids and standardized procedures
- Developed job aid management tracking and a revised annual review process to improve performance timeliness, material changes and standardized formatting
- Partnered with leadership, control owners and subject matter experts across the card ecosystem to review business requirements and establish documentation for newly commissioned controls
- Assigned to high priority regulatory testing to ensure timeliness and accuracy of reporting to internal and external auditors
- Developed onboarding documents to guide training for offshore associates and conducted sessions for new hires
Sr. Process Manager - Enterprise Supplier Management, Risk & Governance
Kelly Mitchell Group Inc. - Capital One (Contractor)
04.2021 - 09.2022
- Led process improvement initiatives in partnership with various lines of business and leadership within the supplier management lifecycle from sourcing, contracting, onboarding, ongoing monitoring through terminations/expirations
- Evaluated processes to identify enhancements through systematic solutions, resource and/or task distribution and automation
- Developed current and future state process flows and user experience documents derived from project initiatives
- Socialized efforts with key stakeholders, Functional Area Representatives and LOB leadership through reporting and presentation
- Partnered with program associates, leadership and subject matter experts to determine requirements necessary for successful change management and implementation of process improvements
Operations Manager - Cash Services, Assistant Vice President (AVP)
SunTrust Banks Inc.
01.2017 - 09.2020
- People leader for a team of 12 associates, responsible for execution and adherence of 40+ internal and outsourced controls
- Managed the vendor relationship for cash vault and transportation, servicing our institutions bank branches, ATMs and commercial clients
- Managed call center operations fielding inquiries and service requests from bank branches and internal client representatives
- Managed accounting processes and reconciliations for all transactions related to cash vault processing
- Monitored, documented and led monthly discussions related to SLAs and vendor performance
- Participated in risk assessments to ensure the integrity of process, data, physical and cyber security elements related to vendor services
- Partnered with sourcing, legal and procurement teams on all contract activities within the vendor management lifecycle for cash vault services
- Participated in product presentations and implementations in partnership with both vendor and internal sales teams
- Second line contact for escalation of vendor related, investigative/research inquiries for resolution to internal and external customers
- Owner of procedures, policies and controls related to outsourced cash services
- Reviewed, approved and documented financial reporting of internal budget and vendor invoicing for armored and vault services
- Reviewed and authorized vault implementation submissions to the Federal Reserve Bank
- Facilitated and completed E2E mapping efforts on all internal processes and experience mapping for third party processes, leading to initiatives and future process improvements
Workflow Coordinator/Process Manager - Cash Services
SunTrust Banks Inc.
02.2006 - 12.2016
- Supervised team of 10 associates and reported directly to the cash services vendor manager
- Oversight of all internal processes for the cash services team
- First line contact for escalation of vendor related, investigative/research inquiries for resolution to internal and external customers
- Specialized in commercial vault processing, billing and analysis
- Developed, edited and submitted procedures/controls related to cash services internal and vendor processes
- Lead contact for commerical client cash vault implementations and onboarding
- Research and reconciliation responsibilities for general ledger accounts related to cash vault processing of branch and commercial transactions
- Monitored, analyzed and reported on team Automatic Call Distribution (ACD) system calls
- Specialized in vendor systems providing detailed reporting used both internally and externally to resolve customer inquiries and complaints
- Lead contact for Federal Reserve Bank related inquiries
- Lead contact for system and phone conversions, migrations and implementations
- Performed on-site procedural audits in cash vault facilities to monitor compliance of outsourced controls
Education
General Educational Development certificate -
Morehead State University, Adult Learning Center
Morehead, KY01.2003
Skills
- Relationship Management
- Supply Chain Management
- Process Optimization
- Change Management
- Team Leadership
- Negotiation and Conflict Resolution
- Strategic Planning
- Data Analysis
- Documentation and Reporting
- Quality Assurance
Skills and Proficiencies
- Microsoft Office and Google Suite (Advanced techniques in Excel, Google Sheets)
- Visio, Lucidchart and Draw.io for process and user experience mapping
- Salesforce, Ariba, Archer and Microsoft Dynamics 365 for vendor management service, compliance and governance activities
- Confluence and Sharepoint for reporting and documentation
Timeline
Process Manager - Absolute Control Team, Platform Operations
Ascendion Inc. - Capital One (Contractor)
03.2023 - 09.2023
Sr. Process Manager - Enterprise Supplier Management, Risk & Governance
Kelly Mitchell Group Inc. - Capital One (Contractor)
04.2021 - 09.2022
Operations Manager - Cash Services, Assistant Vice President (AVP)
SunTrust Banks Inc.
01.2017 - 09.2020
Workflow Coordinator/Process Manager - Cash Services
SunTrust Banks Inc.
02.2006 - 12.2016
General Educational Development certificate -
Morehead State University, Adult Learning Center
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