Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Natalie Hayes

Slidell,USA

Summary

Accomplished professional with a progressive industry background and a decisive leadership style. Possessing strategic planning abilities and a strong background in change management, brings a forward-thinking mindset to every challenge. Focus is on meeting future demands and embracing new opportunities.

Overview

12
12
years of professional experience
1
1
Certification

Work History

AVP, Emerging Payments Client Experience Manager

Hancock Whitney
09.2024 - Current
  • Led and developed a high-performing, multi-market client experience team; managed staffing, hiring, onboarding, training, and quarterly performance planning to build a scalable, engaged workforce
  • Designed Relationship Management Playbook for commercial credit card portfolio program comprised of bank's Top 200 commercial credit card clients
  • Spearheaded client advocacy efforts across consumer, small business, and commercial debit/credit/ATM services
  • Directed cross-functional client experience initiatives, aligning with internal teams (Product, Legal, Compliance, Contact Center, Retail, Treasury) to identify and resolve service gaps, enhance processes, and improve operating performance
  • Designed and implemented a comprehensive client experience dashboard to monitor SLA performance, quality assurance, and client satisfaction trends using analytics-driven insights
  • Oversaw support operations for card payment activities, disputes, chargebacks, and ATM functions—establishing policies and managing workflows to meet compliance and operational excellence standards
  • Managed client complaint processes and continuous service improvement projects, driving innovation in customer resolution procedures and communication strategies
  • Represented the client experience in product development and business initiatives, ensuring alignment with service goals and client expectations

AVP, Mgr. of Continuous Improvement & Data Analytics

Hancock Whitney
06.2022 - 09.2024
  • Established and managed the Center of Excellence for the newly formed centralized Corporate Procurement function
  • Implemented the technology stack for Corporate Procurement to assist in monitoring and tracking key performance indicators for the category teams i.e
  • Spend analytics, supplier diversity, savings pipeline management, contract lifecycle management, etc
  • Successfully launched a new payment method for Accounts Payable that facilitated the ability to pay suppliers via virtual card payments versus paper check payments resulting in roughly $250K in annual revenue and just over $87K in transactional savings
  • Created a Supplier Diversity Policy and Program along with business intelligence dashboards for tracking progress against program goals
  • Introduced PowerBI to the Corporate Procurement function to automate reporting and various internal business intelligence dashboards
  • Assisted in the creation of the Supplier Performance Management framework for the bank's top 5 suppliers
  • Joined the membership committee for the bank's first Associate Resource Group focused on women helping women in the workplace
  • Successfully completed the Hancock Whitney Leadership Exploration and Development program
  • Lead, direct and mentor Corporate Procurement Analyst and Accounts Payable Manager
  • Heading the Accounts Payable work stream for the bank's outsourcing initiative from RFP through tactical transition of the AP function

Vice President of Innovation

First National Bank of Bastrop
07.2020 - 06.2022
  • Provided executive-level leadership for the development and execution of innovative solutions to enhance the customer and employee experience, focused on achieving the bank's strategic goals
  • Championed creation, assessment, and launch of a new online real estate point-of-sale software solution enabling instant capturing of complete applications with necessary supporting documentation, resulting in expedited time to underwrite a new application
  • Minimized time to fund by determining and embedding a new real estate settlement services software solution
  • Empowered a centralized review team to create audit consistency and error tracking in new account exceptions
  • Sourced a new vendor to assist in building out the bank's business intelligence platform that will be used to aid in making data-driven business decisions
  • Established a new vendor onboarding process to ensure all business, compliance and due diligence steps were consistently accounted for when evaluating new vendor partners
  • Spearheaded successful introduction of digital wallets to include Apple Pay, Samsung Pay and Google Pay
  • Drove efficiency and scalability of applicable processes through the launch of internal workflow automation software and designing corresponding project plans for implementing new workflows from discovery through post-launch
  • Set up an updated process for onboarding new consumer accounts creating a better customer experience and streamlined process, obtaining buy-in from key stakeholders
  • Developed organizational and board member consensus for a new deposit account origination platform to be used in establishing new deposit accounts both in-branch and online
  • Embedded a new commercial and consumer loan origination platform to be used for both in-branch and online loan origination, thoroughly researching, vetting and building organizational and board member consensus

Manager of Customer Success

FirstClose
12.2017 - 07.2020
  • Managed the establishment of the Customer Success Department to create internal efficiencies and a superior customer experience, including the implementation, account management and customer support functionalities of the SaaS organization
  • Led the development and execution of a world-class account management playbook, a new client implementation playbook with 64 new customers implemented in 2019, and the Quarterly Business Review SOP
  • Achieved annual recurring revenue growth of $1.07M and annual recurring margin growth of $876K in 2019 by devising and introducing contract renewal & upsell playbook
  • Formulated an incentive plan for the Customer Success Department that aligned incentive pay-out with organizational initiatives
  • Guided Customer Support in closing 97% of 64,482 Jira tickets by SLA in 2019
  • Oversaw vendors in maintaining complete awareness of service issues and actively working on service improvements to ensure SLAs were met and quality maintained

Operations Team Manager

JPMorgan Chase & Co.
03.2017 - 12.2017
  • Directed high-performance Payment Rejects & Adjustments Team and Disbursements Team within the Auto Servicing Customer Fulfilment organization, initiating process changes to improve services and systems
  • Supervised progress of production staff members
  • Administered Payment Exceptions, Payment Inquiries/Escalations, Payment Rejects, Credit Balance Refunds and various other related processes supporting auto finance customers and dealers

Digital Product Manager

Texas Trust Credit Union
01.2016 - 03.2017
  • Steered overall digital product development and launch process, providing subject matter expertise regarding digital products to create efficiencies and an omnichannel experience for members
  • Oversaw online banking user interface refresh project and digitization of the debit card dispute process by optimizing existing software creating internal efficiencies
  • Project-managed successful mobile refresh in partnership with vendor and internal teams
  • Created an improved user experience for members through complete digitalization of the overdraft protection user opt-in process
  • Selected a new project portfolio management software and vendor in close coordination with internal teams

Assistant Vice President of Retail

Amplify Credit Union
10.2013 - 12.2015
  • Spearheaded sales and operational functions of the Credit Union's seven retail branches and the Retail Operations & Development (ROaD) Department, including budgeting and staffing, mentoring Managers and Retail Operations & Development Manager on team development
  • Produced monthly PowerPoint presentations illustrating branch network performance and goals
  • Established the Retail Operations & Development Department (previously 2 different teams, the retail training branch and the retail support department)
  • Executed the first-ever error accountability measures for branch network and 37 new and revised standard operating procedures
  • Organized regular training, coaching, and mentorship to enhance the performance and productivity of the ROaD team
  • Earned three promotions in 1.5 years based on performance excellence and providing thought leadership across the organization

Education

Bachelor of Science - Business Management

Western Governors University
Salt Lake City, UT
01-2019

Skills

  • Evidence-Based Decision Making
  • Cross-Department Collaboration
  • Achievement Orientation
  • Dynamic Leadership Abilities
  • Operational Oversight
  • Strategic Solutions Development
  • Strategic Development
  • Innovation Strategy Development

Accomplishments

    Completion of Digital Banking School, 2020

    Graduate School of Banking at the University of Wisconsin, Online

Certification

CompTIA Project+ Certification

Timeline

AVP, Emerging Payments Client Experience Manager

Hancock Whitney
09.2024 - Current

AVP, Mgr. of Continuous Improvement & Data Analytics

Hancock Whitney
06.2022 - 09.2024

Vice President of Innovation

First National Bank of Bastrop
07.2020 - 06.2022

Manager of Customer Success

FirstClose
12.2017 - 07.2020

Operations Team Manager

JPMorgan Chase & Co.
03.2017 - 12.2017

Digital Product Manager

Texas Trust Credit Union
01.2016 - 03.2017

Assistant Vice President of Retail

Amplify Credit Union
10.2013 - 12.2015

Bachelor of Science - Business Management

Western Governors University

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Natalie Hayes