Kathleen Lake
San Jose,CA
Summary
Experienced Operations Manager delivering innovative and efficient solutions in the SaaS and Fintech space. 10+ years of experience in the financial services industry, seasoned leader, and individual contributor with extensive sales and operational management of proven processes, strategies, and accomplishments. Effective in collaborating and developing productive partnerships with business partners, peers, and senior staff of all levels in driving results while accomplishing a consistent, higher level of customer experience. Strong background in operations, financial reporting, business development, marketing, and supporting strategic initiatives. Core competencies include attention to detail, problem-solving, collaboration, efficiency, and organization. Passionate about understanding processes, creating value, and leveraging data and technology to drive results. I've worked with a diverse and talented team of partners, analysts, and engineers to deliver high-quality services and products to clients. Eager to learn new skills, explore new opportunities, and assist with the improvement of processes.
Overview
13
13
years of professional experience
Work History
Partner Operations Manager
BILL
2019.04 - 2023.12
- Managed end to end reporting for KPI and SLA metrics to ensure adherence against contractual partnership agreements
- Maintained relevant governance documentation to stay in compliance with company Infosec and audit principles for due diligence
- Collaborated with the Business Intelligence (BI) team to ensure all data sets, dashboards, reports and analysis were inclusive of all data and accessible
- Led and managed Monthly/Quarterly/Annual Operating Reviews, including review of forecasts with finance team, content creation, and collaboration with leaders and key stakeholders
- Developed, standardized, and maintained internal resources accessible to running business and scaling processes (Partner matrices, playbooks, payment models, Wiki pages, SOPs, release communications, feature training decks, and reference guides)
- Engaged with cross-functional teams including Partner Managers, Payment Operations, Risk Operations, Partner Tech, Product, Engineering, and CX to provide ongoing operational support, and to act as a liaison between partners and BILL
- Partnerships include - American Express, Bank of America, BMO, JPMorgan Chase, Commerce, First Republic, First National Bank, Key Bank, PNC, Regions, SVB, and Wells Fargo
- Completed “Project Testimonials” across BILL to gather feedback, suggestions, and experience specifically working with Partner Operations and Bank Partners collectively
- Engaged multiple cross-functional teams and key stakeholders to gain their insight and perspective on managing partnerships
- Successfully conducted meetings and interviews while capturing both written and video recorded testimonials about their experiences
- Interviewed and documented written testimonials with participation from ~16 key stakeholders across BILL within 2 months
- Key Stakeholders included individuals from – Payment Ops, Risk Ops, Partner Tech, Product, CX, Finance, and GRC/Compliance
- 4 SMEs committed to completing live recorded video testimonials
- Received consistent accolades from all individuals on operational excellence, escalation and incident support, managing partner nuances, process improvements, scalability, and upholding client satisfaction
- Reviewed testimonial feedback with direct team to improve and strengthen Strategic Partnership initiatives and to align business objectives
- Owned and managed the Bank Resource Center (BRC) AKA Uberflip (Digital Content Platform & Software) for BILL partners
- Able to scale and improve reporting processes while providing partners with self-service options and retrieval of reports, decks, and any partner related content and communications
- Trained partners one-on-one through process changes with training, tools, and resources
- Full operation of Uberflip’s application, process change, and external user on-boarding in less than 12 months
- Custom URL pages built for each BRC with content exclusive to each partnership broken down into four components - Operations, Product, Marketing, and Partner Management
- Mitigated risks by encrypting access to performance reports, devised and managed SOPs, and created Virtual Governance Agreements for BILL internal users to enforce compliance and security protocols
- Successfully launched Digesto (RSS-to-Email Application) used in conjunction with Uberflip to automate partner notifications and deliver new content updates via email to subscribed users
- Managed notification cadences, campaigns, and subscriptions with landing pages for all partnerships
- Custom queries added to all 13 Bank Partner HUBs in Uberflip to showcase subscription features within all partner RSS feeds
- Effectively partnered with Ghost Ranch (3rd party vendor) to construct personalized banners specific to bank color schemes and images for all landing pages, providing enhanced partner experience.
VP | Community Banking Manager
JPMorgan Chase
2012.08 - 2019.03
- Oversaw daily branch sales performance and operational activities
- Analyzed P&L reports, determining areas of opportunity to drive market share
- Directed branch staff on effective relationship management with partners from various lines of business including Business, Wealth Brokerage, and other corporate departments
- Recruited, trained, and coached team members on company initiatives to serve community’s entire financial needs, while executing commitment to quality client service
- Responsible for staff salary compensation, branch audits, incentives and performance management
- Managed branch budgets, schedules, Federal Compliance Regulations, internal controls, safety, and customer satisfaction
- Increased branch deposit and investment production growth scores from PL4 to PL1; current 111% to date against commitment of 115%
- Market recognition for maintaining customer satisfaction scores, above average of 82% for 11 consecutive quarters
- SF/O Market composed of 50+ branches
- Successfully passed Branch Compliance Audits since conception of branch
- Effectively trained, coached, and promoted 5 of 8 employees into leadership roles within 12 months.
AVP | Senior Branch Manager
Wells Fargo
2011.06 - 2012.08
- Managed, coached, and led team of up to 15 team members to exceed Profit and Solutions with high emphasis on reaching branch revenue goals
- Developed strategic partnerships within community’s small & mid-size businesses and internal partners, including Mortgage Officers, Financial Advisors, and Business Partners
- Responsible for overall branch priorities including Top Box CSAT scores, recruitment, staffing, scheduling, Federal Audit & Compliance, salary, and golden performance standards
- Increased Top Box customer experience scores from 60% to 89% within first year
- Periodically called upon to lead, engage, and host weekly conference calls
- SF Avenues District composed of 12 branches
- Successfully passed Branch Internal Operations Audit with performance ranking of 96% within first year.
- Developed 4 of 6 banker team members in obtaining FINRA Series 6, 63, and CA licensing.
Education
Some College (No Degree) - Merchandise Marketing
Fashion Institute of Design & Merchandising (FIDM)
San Francisco, CASkills
- Process Improvement Strategies
- Financial Reporting and Analysis
- Business Operations and Development
- Partner Relationship Management
- Verbal and Written Communication
- Collaboration and teamwork
- Operational Standards and Efficiency
- Microsoft Office Suite Expertise
- Cross-Functional Collaboration
- Operational Processes and Procedures
- Content Management
- Strategic Initiatives
- Effective Project Management
Timeline
Partner Operations Manager
BILL
2019.04 - 2023.12
VP | Community Banking Manager
JPMorgan Chase
2012.08 - 2019.03
AVP | Senior Branch Manager
Wells Fargo
2011.06 - 2012.08
Some College (No Degree) - Merchandise Marketing
Fashion Institute of Design & Merchandising (FIDM)
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