Multi-talented Banking Executive with a passion for moving the needle. Recognized as a corporate athlete; able to sustain high performance during rapidly-increasing pressure and constant change.
Hi, I’m
Janis A. Whitehead
Fair Oaks,TX
Summary
Overview
25
years of professional experience
Work History
Wells Fargo
Executive, Transformation and Strategy
12.2022 - Current
Job overview
- Remit: Deliver strategic solutions across Consumer and Small Business Operations, comprised of 25K FTE, $2 billion P&L
- Engineered Globalization Strategy, delivering $90 million in annualized benefit
- Launched desk-rotation effort, reducing real-estate expense by $34 million annually
- Delivered RPA and Smart Automation solutions, delivering $5 million in expense and loss benefit
- Established grassroots Lean program, aimed at driving culture of continuous improvement mindset
- Implemented back-office optimization programs, focused on reduced manual processing and enhanced operational controls
Security Service Federal Credit Union
Vice President, Payment Solution
12.2021 - 12.2022
Job overview
- Remit: Evolve Consumer Banking Portfolio with digital capabilities, meeting customers in their channel of choice
- Establish faster payment roadmap focused on delivering mobile-first solutions
- Created lifetime-value model, exploiting member retention and deposit growth opportunities
- Engineered payment-hub scheme with application program interfaces (APIs), improving adoption rate as money movement technology advances
- Re-imagined overdraft program, imparting a defensible audit position
- Deployed control disciplines in preparation for increased regulatory scrutiny
- Delivered 15% cost-takeout through aggressive process overhaul
Citibank
Director, Financial Services Operations
10.2017 - 12.2021
Job overview
- Remit: Responsible ~1,200 FTE Retail Bank Operations performing GL Account Recon, Financial Processing, ATM Servicing, and Vendor Management. Accountable for the financial infrastructure and surrounding money-movement systems
- Spearheaded the Paycheck Protection Program (PPP), designed BOTs and cross-trained as loan volume peaked over 400% of norm
- Delivered 35% cost-takeout through span of control, re-engineering, automation and workforce management disciplines
- Designed ‘push vs. pull’, workflow application, revolutionizing how agent productivity is captured in back office environments
- Achieved high ratings for internal audits and regulatory exams across multiple years, amid aggressively refining the organizational structure
Citibank
Senior Vice President, Operational Readiness
11.2014 - 10.2017
Job overview
- Remit: Deliver strategic solutions for Retail Bank Operations while serving as Chief of Staff
- Led vendor RFP for back office processes, securing $37 million in benefits
- Leveraged low-cost markets to streamline site strategy and strengthen operational resiliency
- Designed change management playbook, resulting in a stronger audit position
- Created data-driven scorecards
- Deployed statistically-significant net promoter surveys for back office teams
- Revamped the problem resolution journey and removed pain points; Citibank ranked #1 in Dispute Resolution by JD Powers in 2015/16
Citibank
Vice President, Analytics and App Development
01.2013 - 11.2014
Job overview
- Remit: Responsible for team of data scientists and web developers, delivering reporting and automation solutions to Consumer Operations
- Launched capacity plans and agent scheduling tools across back office research teams
- Deployed 100+ web applications with fungible feature-sets
- Enhanced technical service to a 24x7 model by growing overseas vendor partnerships
Citibank
Senior Analyst, Workforce Management
01.2008 - 10.2009
Job overview
- Enlisted into a cross-functional team, chartered to advance legacy capacity plans with sophisticated modeling for a 3,000 FTE multi-site, global contact center
United Services Automobile Association (USAA)
Analyst
01.1998 - 01.2008
Job overview
- Held a variety of positions: Long-term capacity forecaster, Intra-day capacity forecaster, Call-routing planner, Data analyst
Education
Baylor University
MBA
2022
University Overview
University of Phoenix
Bachelor of Science from Business Administration
2017
University Overview
Skills
Transformation Strategies
Analytics and Finance
Workforce Management
Robotics and Smart Automation
Issue and Audit Management
Vendor Management
Consumer Banking Operations
Accomplishments
Accomplishments
- Designated as a top-rated employee for twelve (12) consecutive years; attained the highest possible annual performance rating, sponsored by multiple executive leaders across the decade
Timeline
Executive, Transformation and Strategy
Wells Fargo
12.2022 - Current
Vice President, Payment Solution
Security Service Federal Credit Union
12.2021 - 12.2022
Director, Financial Services Operations
Citibank
10.2017 - 12.2021
Senior Vice President, Operational Readiness
Citibank
11.2014 - 10.2017
Vice President, Analytics and App Development
Citibank
01.2013 - 11.2014
Senior Analyst, Workforce Management
Citibank
01.2008 - 10.2009
Analyst
United Services Automobile Association (USAA)
01.1998 - 01.2008
Baylor University
MBA
University of Phoenix
Bachelor of Science from Business Administration
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