Dr. Marlene Fuller, MBA, D.Min, PMP, CSM

Experience

• 

  Capital One

  Oct 1998 - Dec 2013

  Managed a team of project and process professionals to deliver a portfolio of domestic and international human resource projects and process improvements.• Managed portfolio prioritization for operational and technical solutions to ensure strategic alignment and resource allocation.• Provided governance to cross-functional human resource projects to manage dependencies, cost, and ensure overall project success.• Integrated human resource operations for multiple acquired banks into complex and high-volume processes and policies while maintaining process accuracy at 99.9%+ and delivering under budget.• Delivered key enterprise-wide human resource projects, on average improving quality annually by 30% for the past 3 years and exceeding customer satisfaction rates.• Assessed, documented, and developed solutions for multiple business processes to resolve and build better quality, timeliness, and compliance.• Project delivery success led to a promotion to manage complex programs. Show less Senior Supplier Manager, Customer FulfillmentLed supplier management for external payment processing suppliers and drove project delivery to increase electronic payments.• Led multiple electronic payment processes that doubled the electronic usage rate, realizing more than $23MM in annual value over the original electronic payment forecast• Reconciled supplier invoices and identified numerous billing errors, resulting in substantial service credits.• Improved supplier process defects by more than 15% within the first year.• Partnered with lines of businesses to understand products and services; developing special payment solution processes which identified $700k in annual savings Show less Senior Project Manager, Installment Loan BusinessCoordinated operational project and designed new processes for installment loan system replacement.• Designed and documented all operational processes with technical requirements for new loan system.• Drove improvements to additional lines of businesses, resulting from loan system process design.• Identified exceptions in financial controls processes and reduced exceptions; avoided $25 per case, documented audit trail, and improved customer satisfaction• Managed relationships with external suppliers and Treasury to build interfaces and facilitate testing. Show less Senior Project Manager, Remittance ProcessingLed a project team to deliver remittance and electronic solutions for high-volume processor.• Planned and implemented a $7MM department move for a 24 hour/7 day operation, including building design and disaster containment contingency while ensuring operational goals were not jeopardized.• Developed project management and implementation best practices for project managers throughout an entire production division.• Designed numerous solutions to increase electronic payment delivery and ensure adequate financial controls.• Planned and implemented remittance projects that yielded more than $1MM in savings within 10 months.• Project delivery success led to request to provide over-sight to troubled projects for production division and a promotion. Show less Senior Operations and Quality Manager, (Remittance Processing) Managed high-volume remittance processing center of over 300 associates to meet process and regulatory requirements.• Managed the regional daily operations of a high-volume remittance-processing center for a national Fortune 500 corporation that processed over twenty million transactions per month.• Created a strategic plan responsible for reducing a three-shift operation by 33 percent and still met operational and regulatory requirements.• Consistently developed and tested ‘effective’ Sarbanes-Oxley controls for internal and external operations.• Empowered associates to design solutions that reduced operating cost by 50% and increased timeliness standards to be best in the industry. Show less

  • Senior Program Manager

    Oct 2005 - Dec 2013

  • Senior Supplier Manager

    Jan 2004 - Oct 2005

  • Senior Project Manager

    Oct 2001 - Jan 2004

  • Senior Project Manager

    Jan 2000 - Oct 2001

  • Senior Operations and Quality Manager

    Oct 1998 - Dec 1999
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  Citizens Financial Group, Inc.

  May 2014 - now

  Senior Program Manager

  May 2023-PresentSr. Program ManagerDirected a $28M portfolio of projects aimed at achieving long-term goals in digital transformation, enhancing customer experience, streamlining operations, and reducing assisted customer transactions. Provided leadership in strategic planning, budgeting, capital funding decisions, business case development, and cost justifications. Led the portfolio team to ensure delivery of governance and compliance requirements, realization of value statements, and adherence to effective Agile principles.Jan 2022-May 2023Site Leader- Glen Allen,Transformative and engaging leader focused on safety, health, environmental needs, including colleague engagement and diversity and inclusion for c.600 employees.March 2021-May 2023Chief of Staff, Mortgage Servicing; working to lead implementation for critical programs/bank integrations , business reporting, colleague engagement/inclusion, and leadership development.May 2014- March 2021Vice-President/Project management professional /Certified Scrum Master responsible for executing business objectives to meet operational standards, regulatory compliance, and financial targets for large-scaled projects/programs. Initiatives include bank acquisitions, loan transfers, retail partnerships/affinity, bank operational processes, customer experience, and cost reduction imperatives. Show less