ERICA WATSON
St Louis,MO
Summary
Performance-driven Senior Leader with 10 years of experience aligning systems with business requirements, policies and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Senior Manager
Federal Reserve Bank of St. Louis
07.2022 - Current
- Oversee successful operation of Treasury Support center leading 45-person team of managers and individual contributors
- Represent Treasury Support Center during meetings; communicate effectively with all levels of management, peers and organizations across Federal Reserve and Fiscal Service
- Partner with business and program leaders to understand future business needs and technology enhancements to identify potential updates to support center offerings
- Collaborate across Fed System to identify synergies and efficiencies to support future business operations
- Use contact center expertise to lead technology modernization and process improvement efforts that ensure delivery of key performance indicators
- Ensure required reporting is completed and oversee completion of contingency documents and exercises, and manage units for compliance with controls and procedures
- Maintain positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability
Vice President, Business Risk Regional Manager
U.S. Bank
05.2021 - 07.2022
- Managed successful operations of critical, high availability operating sites in MO, OR, and MN responsible for OFAC transaction screening
- Accountable for adherence to service level agreements that include regulatory standard compliance and transaction throughput deadlines
- Responsible for deployment of technical training including production support of interfaces or environments and adherence to all procedures
- Partnered with leaders in Line of Business, Business Risk Consultants, and other Business Risk Managers to oversee successful creation, implementation, and maintenance of effective risk management framework
- Facilitated identification of gaps and drive solutions that minimize losses resulting from inadequate internal processes, systems, or human errors
- Influenced policies and procedures to maximize profit potential and minimize regulatory exposure.
- Spearheaded cross-functional initiatives across departments to achieve business goals for bottom-line profits.
- Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
- Created succession plans to provide continuity of operations during leadership transitions.
- Demonstrated proficient leadership skills to motivate employees and build competent teams.
Business Risk Manager
10.2018 - 05.2021
- Led high-performing team of 10 compliance analysts in OFAC transition screening
- Analyzed escalated OFAC/Sanction alerts and made appropriate business decisions to ensure compliance and mitigate risks
- Implemented and maintained document management standards, departmental tracking and reporting, and performance metrics for efficiency and quality
- Collaborated with internal and external partners to establish consistent workflow and exceed service level agreements
- Provided suggestions for strategic process improvements and coordinated implementation
- Curated and implemented coaching and development program across multiple business lines utilizing 70-20-10 model
Operations Manager
Cash Services
04.2017 - 10.2018
- Supervised a high-performing team of commercial vault associates in cash services processing operations
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented systems that streamlined, improved, and increased production resulting in enhanced customer experience
- Managed operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
Mortgage Operations Manager
12.2014 - 04.2017
- Supervised a high-performing team of mortgage operations supervisors who exceeded productivity goals and business objectives
- Led quality improvement initiatives to track and improve error rates and customer service scores across all operations
- Constructed intricate reports to meet production and investor KPIs
- Developed, implemented, and facilitated training for new employees in compliance with established guidelines, data entry, call handling, and new technologies
- Directed Subject Matter Experts during project input, training, and implementation of new technologies
Mortgage Operations Lead
U.S. Bank
11.2012 - 07.2014
- Ensured consistent adherence to contact center operations, policies, and procedures
- Monitored escalated calls for quality assurance and used strong product knowledge and problem-solving skills to assist customers with their concerns
- Managed employee productivity and quality performance via coaching support and implementing practical solutions for process improvement
- Coordinated and managed weekly team meetings necessary for team building and organization
- Performed quality control and monitored production efforts.
- Planned operations and activities, and led projects.
- Recommended actionable changes, lead provisioning and draft plans to maintain operational status.
- Motivated and trained employees to maximize team productivity.
Education
MBA -
University of Missouri - St Louis
St Louis, MO12.2024
B.A. - English
University of Missouri - St Louis
St Louis, MO12.2010
Skills
- Business Performance Management and Development
- Risk Management
- Leadership Development
- Goal-oriented Results
- Negotiation and Conflict Resolution
- Data-Driven Decision-Making
- Cross-Functional Team Leadership
- Influencing and Negotiating
- Financial Management and Reporting
- Managing Operations and Efficiency
- Continuous Improvement
- Customer Relationship Management
Certification
Certified Anti-Money Laundering Specialist
Certified Continuous Improvement Manager
Certified Lean Six Sigma Black Belt
Completed McKinsey Academy Management Accelerator Program in problem solving, business strategies and fundamentals.
Timeline
Senior Manager
Federal Reserve Bank of St. Louis
07.2022 - Current
Vice President, Business Risk Regional Manager
U.S. Bank
05.2021 - 07.2022
Business Risk Manager
10.2018 - 05.2021
Operations Manager
Cash Services
04.2017 - 10.2018
Mortgage Operations Manager
12.2014 - 04.2017
Mortgage Operations Lead
U.S. Bank
11.2012 - 07.2014
MBA -
University of Missouri - St Louis
B.A. - English
University of Missouri - St Louis
Certified Anti-Money Laundering Specialist
Certified Continuous Improvement Manager
Certified Lean Six Sigma Black Belt
Completed McKinsey Academy Management Accelerator Program in problem solving, business strategies and fundamentals.
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