Steven N. Wright

Experience

• 

  Capital One

  Jan 2004 - Sept 2019

  Propelled multisite operational department of 75 associates, including site managers, supervisors, associates and external vendors to achieve business KPI and process improvement goals• Initiated and drove multimillion dollar department process and cost saving strategy (34% YOY savings) across multisite operation locations including internal and vendor processing locations• Championed AWS cloud migration of internal core processing systems leading to a more scalable, secure and resilient processing environment• Developed and established business KPIs designed to aid in the management of site level performance and improving executive leadership transparency• Enabled and drove the identification and resolution of significant deposit regulatory compliance gaps and establishment of preventative processes and controls environment to avoid future concerns Show less Responsible for the implementation of operational process redesign across a well-established and multi-site Lockbox process leading to 20% cost reduction and a 25% operational footprint reduction• Aligned external technology vendor and internal Technology teams to allow for a virtual, centralized and scalable solution that improve operational processing accuracy and efficiencies.• Led executive communications concerning project milestones, hurdles, and broader project needs including budget and personnel management• Guided project team to successful translation of operational intent into technology requirements and ensured technology implementation meet operational and end user functionality needs Show less Steered credit card remittance and disbursements operations for US and Canadian Card divisions, responsible for a $30MM operational budget, external supplier management, responsible for department operational KPI and regulatory performance• Led successful audit across nine external vendors and multiple payment processes only minor audit findings and maintaining critical operational KPI • Uncovered key vendor data storage security gap and drove gap remediation efforts with vendor leading to significant data security improvements with key vendor.• Negotiated key points of supplier contracts to establish new KPI and incentives towards meeting those KPI while reducing overall contact expenses.• Mentored staff in the develop Six Sigma process management skills and practices creating an elite process and vendor management team Show less Led internal ACH team toward correction of outstanding ACH return and special processing transactions including notifications of change (COA), death notifications, and foreign ACH transactions• Introduced, led, and drove efforts to modernize the ACH team case management system leveraging existing systems and infrastructure resulting in improved process at no additional costs.• Steered efforts to rebuild team and drive down exceptions for partner banks resulting in a 20% case reduction• Created and implemented a strategic plan to reduce the number of manual data entry for the team leading to enhanced performance and improved associate survey results. Show less Oversaw US and Canada credit card remittance processing, led team responsible for the management of remittance processing suppliers including site assessments, audits and KPI monitoring• Integrated new US Card acquisition portfolio on different core processing system and with different customer requirements into the established processing model and processing system, effectively doubling the processing volumes while improving KPI’s.• Identified and drove efforts to remove Canadian postdated payment processing, reducing company costs while improving compliance with applicable Canadian Payment Association practices and reducing risk. Show less Directed US and Canada credit card remittance processing leaded the team responsible for the management of remittance suppliers including site assessments, audits and KPI adherence• Doubled processing capability while improving KPI during the integration of new portfolio acquisitions on varying core processing platforms with different customer requirements • Identified and drove efforts to remove Canadian postdated payment processing, reducing company costs while improving compliance with applicable Canadian Payment Association practices and reducing risk. Show less Direct Mail Print Production Manager accountable for printed materials associated with national direct mail marketing to existing customers. Guided a team for Print Production Managers responsible for working with external print, paper and envelope suppliers, the USPS and internal Brand teams.• Successfully drive many multi-national mail campaigns in close coordination with the USPS and Supplier fortified customer relationships with new product offerings• Successfully navigated supplier contracts and changes to new print suppliers without impacting national mail campaign deadlines Show less Prospect Selection Manager in charge of a team responsible for executing marketing prospect selection based on FICO and demographic models.• Developed process to implement prospect selection using SQL Databases and prospect names selection software• Led and developed team of 3 Analysis in the execution of modeling and the refinement of selection criteria improve prospect selectionAdditional roles held at Capital One include; Project Manager, Financial Collection Coordinator, Skip Tracing Associate Show less

  • Senior Operational Manager, Treasury Management Lockbox Operations

    Aug 2017 - Sept 2019

  • Senior Strategic Project Lead

    Jan 2015 - Jul 2017

  • Senior Manager, Extended Operations

    Jan 2013 - Jan 2015

  • Manager, ACH Returns and Special Processing

    Jan 2012 - Jan 2013

  • Extended Operations Manager

    Jan 2009 - Jan 2012

  • Manager, Extended Operations

    Jan 2009 - Jan 2012

  • Manager, Direct Mail Print Production

    Jan 2007 - Jan 2009

  • Manager, Creative and Print Production

    Jan 2006 - Jan 2007

  • Manager, Prospect Selection

    Jan 2004 - Jan 2006
• 

  AJAKS LLC

  Sept 2019 - now

  Small Business Owner

  A growing home and commercial services business specializing in leveraging green solutions to support customer and environmental health while delivering a high quality customer centric experience in the Richmond, VA area.