Heather Baker
Implementation Project Manager
Oceanside,California
Summary
With over 25 years of banking experience and 10 years of Project Management experience, I'm looking to obtain a position to utilize expertise in project management, treasury management services and client onboarding while gaining new skills to enhance the value of the company.
Overview
27
27
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Vice President Implementation Project Manager, Lead
JP Morgan Chase & Company
Irvine, California
03.2019 - Current
- Lead for Commercial Bank Middle Market Pacific Region
- Manage 4 employees: 2 VP's and 2 AVP's
- Assign Projects to employees using an assignment tool that provides analysis of in-flight scores and based on skills, experience and availability
- Conduct weekly one-on-one's and queue reviews with employees
- Conduct escalation partner reviews with Sales partners on a biweekly basis
- Identify, execute and lead 15-20 complex, high revenue, large scale client onboarding concurrently
- Focused on end to end ownership of the client experience
- Subject Matter Expert (SME) for Implementations, ACH and Disbursements (checks, positive pay)
- In depth knowledge of NACHA and Positive Pay file formats
- Conduct training directly to external clients and internal stakeholders
- Prepare, coordinate and lead weekly touch point virtual calls with client and internal relationship teams
- Provide weekly Project Plans and discuss target timelines to set clients expectations
Onboarding Specialist/Implementation Project Manager
JP Morgan Chase & Company
Irvine, CA
11.2013 - 03.2019
- Responsible for on-boarding implementation requests for products and services for new clients as well as existing clients with comprehensive and complex cash management solutions
- Lead the implementation to ensure delivery of products and services is completed with full accountability for the end to end process
- Conduct scoping meetings with Clients, completes scope documents to ensure systems and products are clearly defined and signed off by the client
- Coordinate and host meetings with clients and vendors as well as maintain a weekly status meeting until implementation is complete
- Maintain a portfolio of client implementations, monitoring requests to ensure aged items are escalated timely
- Provide guidance to the client with respect to the tasks and their role within the plan
- Provide project plans outlining all project deliverables, milestones and resources
- Meet and exceed scorecard objectives, including client satisfaction survey scores
Implementation Associate
07.2012 - 11.2013
- Responsible for the implementation process for cash management products from start to finish
- Proactively manage a queue for implementation requests to ensure timely delivery of requestedproducts & services are met by desired SLA's by clients
- Conducts client interviews to validate products are defined clearly
- Act as a central point of contact for clients and business partners throughout the implementationprocess
- Request verbal or written status updates from internal departments
- Ensure client and internal partner expectations are communicated throughout the implementationprocess
- Attend training courses to enhance knowledge of products and services
- Review and/or provide legal product specific documentation required for the implementation toclients
- Ensure appropriate risk policies are met for all implementations
Assistant Vice President – Cash Management Implementation Officer
Bank Of The West, BNP Paribas
Monterey Park, CA
03.2011 - 07.2012
- Act as a central point of contact for clients, sales, customer service, product and relationship managers throughout the implementation process
- Ensures full delivery of products and services is completed within agreed service level agreement
- Takes the lead on new implementation services for all customers (new & existing)
- Provide verbal or written status updates to clients and business partners
- Request verbal or written status updates from internal departments certifying delivery of services are within timeframes
- Work closely with vendors for third party services
- Coordinate and conduct weekly progress meetings providing updates of project plan with client, sales, customer service, product, and relationship managers
- Maintain current knowledge of products and systems related to deposit and cash management products and services
- Attend meetings/trainings as needed to enhance knowledge of new/existing products related to deposit and cash management products and services
- Coordinate system testing and training as needed
- Provide team support to colleagues when needed
- Subject Matter Expert for ACH product
Assistant Vice President - ACH Supervisor
Bank Of The West, BNP Paribas
Monterey Park, CA
11.2006 - 03.2011
- Supervised a staff of seven employees
- Responsible for all staffing requirements, including training and mentoring
- Write and conduct annual staff performance evaluations
- Manage the day-to-day workflow for team
- Monitor service level agreements
- Monitor OFAC suspects and escalated when needed
- Create process improvements to improve the workflow of the department
- Create and implement departmental procedures
- Perform monthly statistics and billing for department
- Perform quarterly access verification
- ACH Origination/Receiving/Reg E claims
Electronic Processing Work Director
Union Bank Of California
06.1995 - 11.2006
- Approval limit of $50,000
- Direct Work to a staff of up to ten employees
- Trains new employees
- Audits (review work-daily, weekly, monthly)
- Create and implement departmental procedures
- Perform Automated Clearing House (ACH) Risk over limit evaluations
- Origination, balancing and suspends
- Process branch returns, Stop payments, Rejects
- Process reversal request and Regulation E claims
- Customer service contact center for ACH and Instatax customers
Education
Accounting And Business Management
Grossmont College
El Cajon, CA 06.1994 - 06.1996
Skills
Extensive management & customer service experience
Excellent verbal and written communication skills
Strong organizational and time management skills
Strong decision-making & multi-tasking capabilities
Strong PC skills: MS Office (Word, Excel, PowerPoint, Project) Outlook, Zoom, WebEx, Teams and 10 key by touch
Certification
NACHA Accredited ACH Professional (AAP)
Timeline
Vice President Implementation Project Manager, Lead
JP Morgan Chase & Company
03.2019 - Current
Onboarding Specialist/Implementation Project Manager
JP Morgan Chase & Company
11.2013 - 03.2019
NACHA Accredited ACH Professional (AAP)
11-2012
Implementation Associate
07.2012 - 11.2013
Assistant Vice President – Cash Management Implementation Officer
Bank Of The West, BNP Paribas
03.2011 - 07.2012
Assistant Vice President - ACH Supervisor
Bank Of The West, BNP Paribas
11.2006 - 03.2011
Electronic Processing Work Director
Union Bank Of California
06.1995 - 11.2006
Accounting And Business Management
Grossmont College
06.1994 - 06.1996