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
New Orleans, LA
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
New Orleans, USA
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
Austin, USA
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
Austin, USA
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.
Ft. Worth, USA
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
Arlington, USA
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
Austin, USA
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, UT01-2019
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