Sherri Milnes

Experience

• 

  MBNA

  Sept 1997 - Jul 2006

  Officer

  Held various positions with increasing levels of responsibility: Customer Marketing, Customer Retention, Activation, Correspondence, Customer Assistance, Telesales

• 

  Bank of America

  Jul 2006 - Apr 2016

  • Responsible for operational oversight and execution of application development, reporting, business continuity, workforce management, associate engagement, employee training and personnel processes• Initiated and managed the development of a quality assurance application that has been deployed to over 2,000 users• Managed short sale OCC Audit leading project meetings, developing materials and coordinating OCC on-site visits• Designed and implemented reporting package that increased overall performance, minimized risk and increased efficiency• Instituted robust education program including leadership workshops, on boarding routines and ongoing education process that was replicated throughout the division Show less • Planned, forecasted and monitored all aspects of a 54.5MM expense plan, including losses• Designed and managed executive level reporting that monitored SLA, quality, efficiency and workflow reporting for 7 different lines of business individually and overall• Managed various business support reports including Hoshin plan, training, and staffing• Planned and implemented department incentive plans including monitoring, analyzing and recommending standards for over 120 functions• Prepared executive level business review presentations Show less

  • Senior Operations Project Consultant

    Nov 2013 - Apr 2016

  • Business Support Manager

    Mar 2013 - Nov 2013

  • Vice President, Business Support Manager

    Sept 2010 - Nov 2013

  • Senior Operations Consultant

    Jul 2006 - Aug 2010
• 

  J.P. Morgan

  May 2019 - Aug 2022

  Vice President, Operational Excellance

  Wealth Management Client Onboarding | Operations Delivery• Partnered with executive leadership and operations to deliver comprehensive dashboards that enhanced processes and improved performance across 12 KPIs in 2021• Provided operational recommendations to senior stakeholders including compelling data, observations and risk assessments needed to garner support for implementation of cross business process changes, metric alignment, and organizational structure• Stood up and managed capacity planning and staffing for a business with 20% growth YoY, effectively managing to SLAs• Managed MIS strategy, governance, development, production, and optimization, delivering executive Weekly KPI Summaries for six lines of business utilizing over 30,000 inputs from across the organization• Executed on Robotics Process Automation initiatives, leading ideation through deployment of 20+ processes, achieving divisional efficiency save goal Show less

• 

  Deloitte

  Aug 2022 - Jul 2024

  Manager
• 

  Citi

  Jul 2024 - now

  SVP, Senior Executive Reporting Designer