Kweku Arthur-Mensah

▪ Liaise with relevant stakeholders including Legal, Risk & Compliance teams to drive process and tech enhancements to increase efficiency and mitigate risk for the business. ▪ Drive and present weekly updates to senior management and other relevant teams to report on progress of current issues and address any roadblocks accordingly. ▪ Collaborate with operations managers and process owners to drive process improvement initiatives to improve quality. ▪ Training and developing direct reports to ensure full understanding of portfolio processes. ▪ Project-managed to completion outstanding high-risk issues to ensure proper containment, remediation, and controls in place.

▪ Supported the design and implementation of a bot that helped reduce average case handling time resulting in $348k in annual savings for the business. ▪ Established an issues-management framework to address identified gaps in the business process and following through with vendors, product, engineering, tech and change management teams to resolve any identified issues by building/enhancing platforms or processes and procedures as needed. ▪ Performed UAT testing to ensure that enhancements/updates were working as expected. ▪ Liaised with and collaborated with department heads and cross-functional teams to level-set on requirements and deliverables as necessary.

Apple Card and GM Card Operations ▪ Built, trained, and supervised the day-to-day operations of a team of consumer banking specialists to ensure regulatory adherence of established processes. ▪ Planned and led team building activities, handled any disciplinary issues per company standards and ensured productivity goals were achieved accordingly. ▪ Drove improved risk awareness and culture within the team through targeted training and weekly calibrations which improved team QA scores month-over-month in adherence to established threshold. ▪ Conducted interviews and recommendation for new candidate hires. ▪ Ensured provision of career development of direct reports by providing the necessary guidance and resources. ▪ Served as a role model tasked with exhibiting the company's culture and values. ▪ Analyzed trends and provided daily guidance and coaching as needed.

▪ Trained, managed and supervised the day-to-day operations of 30 business process outsourcing (BPO) vendor specialists to ensure compliance with established high-risk business processes and procedures. ▪ Provided daily reports (including any roadblocks) to senior management as needed. ▪ Conducted ongoing training and feedback sessions to ensure proper alignment on team goals.

▪ Subject matter expert point of contact for clients with escalated high-risk issues with regulatory implications. ▪ Trained and mentored new team members. ▪ Assisted with client-onboarding and servicing ▪ Collaborated with cross-functional teams to achieve departmental goal. ▪ Participated in ad-hoc projects as required. ▪ Drove process and procedure improvement.