Priscilla Harris
Charlotte,North Carolina
Summary
Accomplished business leader recognized for delivering measurable results that substantially increased revenue, decreased operating cost, and reduced risk. Proven abilities in business operations, operational risk management, program management, process design/redesign and adeptly partnering with diverse colleagues across matrixed environments to achieve business goals.
Overview
25
25
years of professional experience
Work History
Executive Director, Head of Benefit Operations
Wells Fargo & Company
Charlotte, NC
07.2022 - Current
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Strengthened internal controls by reviewing existing policies and procedures, ensuring compliance with regulatory requirements.
- Transformed organizational culture to embrace continuous improvement, leading by example and mentoring teams.
- Navigated operations through periods of significant change, achieving remarkable turnaround of underperforming operations through strategic leadership and restructuring.
- Improved operational efficiency by streamlining processes, implementing innovative strategies
- Hired exceptional 'people leaders' to oversee day-to-day operations to keep organization running smoothly while mitigating risk and meeting business goals.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
SVP, Senior Lead Enterprise Risk Officer
Wells Fargo & Company
Charlotte, North Carolina
05.2021 - 07.2022
- Coordinated with leadership to develop and implement organizational strategies and promote progress towards business risk objectives
- Developed measurement tools, dashboards, and reports to track metrics on adoption and effectiveness of initiatives.
- Served as subject matter expert for development and implementation of corrective action plans where substantial unnecessary loss resulted regularly from current policy.
- Influenced appropriate risk management prioritization on front lines to promote strategic objectives while meeting operational risk program expectations.
- Implemented effective controls to limit operational risks associated with work processes in various departments.
- Developed comprehensive risk reports for senior management, enabling informed decisionmaking.
- Collaborated with cross-functional teams to identify, assess, and mitigate potential risks across the organization.
VP, Conduct Risk Senior Officer
Wells Fargo & Company
Charlotte, North Carolina
01.2017 - 05.2021
- Provided sales practices oversight to Payment Virtual Solutions and Innovation (PVSI) businesses to include Treasury Management, Merchant Services and Virtual Channel
- Managed Consent Order deliverables for Consumer Lending and PVSI for 5 of 8 workstreams to include Customer Harm, Communications Governance, Escalations and Monitoring
- Served as the subject matter expert regarding sales practice risk and partners with Legal, Compliance and other risk functions across the enterprise
- Created guidance materials and assessment tools to identify and close gaps associated with sales practice risk in marketing
- Provided oversight and credible challenge for 65% of the new products and services within PVSI
- Conducted gap assessments against monitoring programs for PVSI to identify gaps associated with sales practices
- Facilitated development of roles and responsibilities within the sales practices leadership team.
Bankruptcy Business Operations
Wells Fargo & Company
Charlotte, NC
01.2015 - 01.2017
- Led efforts to optimize technology solutions thereby delivering greater efficiency and cost reduction
- Provided leadership and served as a liaison between business operations and technology partners to ensure all technology and change initiatives were well defined and achieve business objectives
- Partnered with operational risk to ensure technology solutions and change request sufficiently address operational risks, regulatory and compliance guidelines
- Created and implemented escalation procedures to resolve time-sensitive issues efficiently and successfully.
SVP, Risk Management Executive
Bank of America
Charlotte, North Carolina
01.2011 - 01.2013
- Led risk control self-assessment and created a more dynamic risk culture through training
- Validated projects post implementation to determine controls and stability, ensuring sustainability of ~$45M project investment
- Facilitated self-identified audit issue activities for end-to-end change management process from identification to closure enabling proactive risk mitigation
- Promoted consistent use of project management, risk tools and disciples across the organization to ensure consistency
- Developed governance structure for Technology Risk Reduction Plan.
SVP, Fulfillment Business Operations Executive
Bank of America
Charlotte, North Carolina
01.2007 - 01.2011
- Managed organization of 250+ associates in US, Canada, India and EMEA for the fulfillment of 10,000 new treasury, credit, and deposit products/services for Large Corporate, Commercial Real Estate, Business Capital, and Dealer Financial Services accounts
- Streamlined fulfillment process to include international, credit, treasury, merchant into one process; resulting in improved client experience and a 10% increase in time to sell for sales organization
- Improved performance on meeting Client Expected Dates to 93%; reduced market lead time by 58% YOY
- Served as the first line of defense for corporate treasury fulfillment ensuring all people, process and technology risks were identified and mitigated
- Delivered expert thought leadership recognized for driving process improvements
- Turned low-performing team into success after 12 months through effective restructuring plan
- Leveraged analytical, design and implementation skills to offer leadership and support to all operations areas
- Implemented monthly brown-bag lunches to sit down with employees, brainstorm, discuss issues and provide feedback.
SVP, Enterprise Operational Risk Executive
Bank of America
Charlotte, NC
01.2004 - 01.2007
- Led a team of 5 Operational Risk Management Practitioners to provide strategic assessments of key operational risks
- Partnered with Six Sigma organization to provide $5M of cost avoidance through collaborative efforts with operations teams across the company
- Developed consistent methodology to identify, measure, analyze, mitigate, escalate, and control risks
- Supervised team to deploy and operationalized enterprise risk topics (e.g., Intellectual Asset Protection, Supply Chain Management, and Insider Threats) across global organization
- Created Operational Risk Community of Practice to facilitate buy in and best practice sharing vehicle
- Established management routines and on-going governance infrastructure to oversee mitigants and controls
- Consulted with business partners for the development of their business continuity plans.
SVP, Quality and Productivity Engineer Executive
Bank of America
Charlotte, NC
01.2003 - 01.2004
- Promoted from Vice President Q&P Consultant to Senior Vice President Q&P Executive within 6 months of employment
- Coached 5 teammates in day-to-day execution of tactical deliverables and targets from process improvement efforts across consumer real estate, consumer credit card, private bank, and premier client businesses
- Led cross-functional ATM/Debit Claims initiative resulting in a $23M savings through loss reductions
- Achieved 7 Process Excellence certifications against a goal of 5 certifications for core processes
- Partnered to develop strategy and tactical execution of Process Excellence for Enterprise Problem Resolution
- Coordinated development of baseline for vital few metrics of Unresolved Problem Rate, Problem Incidence Rates/Volume, and Per Problem
- Partnered with Customer Executive Complaints team to create a root cause corrective action process to include analysis of customer survey data and creation of action plans to resolve recurring issues.
VP, Process Design Consultant
Bank of America
Charlotte, NC
06.2001 - 01.2003
- Managed 3 cross-business 20 member teams in re-engineering 25 key Service Request Processes resulting in the development of business requirements for new customer relationship management system
- Facilitated development of operational definitions for critical metrics; obtained consensus across businesses
- Coached development of Premier Relationship Center Productivity Management By Fact (MBF) achieving a gap closure of $3.5M
- Facilitated development of Premier Problem Resolution MBF delivering a 5% reduction to client dissatisfaction.
Quality Program Manager/ Six Sigma Blackbelt/Master
Rhythms NetConnections
Englewood, NC
01.2000 - 06.2001
- Led order submission re-design project resulting in $3M savings
- Directed process design, risk assessment, training, and change management for $30M operational support system
- Integrated business/customer critical to quality elements into new order submission process
- Facilitated cross-functional design sessions to ensure departmental needs were met
- Conducted Gap Analysis and Failure Mode Effects Analysis sessions, reducing process risks
- Worked with Education to develop training for new order submission process/application
- Delivered nine application operational support system on the four months 'go-live' date
- Promoted cross-functional business involvement to support buy-in and guarantee sign-off
- Facilitated weekly status meetings with process team, project stakeholders, and process owners
- Removed project barriers/roadblocks and monitor work plan for potential slippage.
Education
Bachelor of Arts: English Literature -
University of South Carolina
Columbia, South CarolinaSkills
- Strategic Planning
- Operations Management
- Vendor Relations
- Human Resources - Benefits, Leaves
- Executive Leadership
- Process Improvements
- Results Orientation
- Risk management incl RCSA
- Mastery of quality processes
- Program'/Project Management
Organizations
- President, Charlotte LEAD for Women
- Executive Director, City Dive, Inc.
- Board, Stratford Richardson, YMCA
- Delta Sigma Theta, Inc
Training
- Corporate Training
- Executive Leadership
- Bank of America Executive Leadership Program- Top 1%
- Leadership Training – Duke University
- Six Sigma Blackbelt/Master Blackbelt Training - General Electric & Rhythms Netconnections
Timeline
Executive Director, Head of Benefit Operations
Wells Fargo & Company
07.2022 - Current
SVP, Senior Lead Enterprise Risk Officer
Wells Fargo & Company
05.2021 - 07.2022
VP, Conduct Risk Senior Officer
Wells Fargo & Company
01.2017 - 05.2021
Bankruptcy Business Operations
Wells Fargo & Company
01.2015 - 01.2017
SVP, Risk Management Executive
Bank of America
01.2011 - 01.2013
SVP, Fulfillment Business Operations Executive
Bank of America
01.2007 - 01.2011
SVP, Enterprise Operational Risk Executive
Bank of America
01.2004 - 01.2007
SVP, Quality and Productivity Engineer Executive
Bank of America
01.2003 - 01.2004
VP, Process Design Consultant
Bank of America
06.2001 - 01.2003
Quality Program Manager/ Six Sigma Blackbelt/Master
Rhythms NetConnections
01.2000 - 06.2001
Bachelor of Arts: English Literature -
University of South Carolina