Open to opportunities

blake ward

@blakeward

Message

I lead regulated financial operations teams, improving reconciliation, SLA performance, and customer support outcomes.

United States

Message

What I'm looking for

I'm looking to lead operational or customer-facing teams where I can strengthen governance, improve SLA performance, build scalable processes, and develop high-performing people.

At Goldman Sachs, I provide strategic oversight for an 18-member operations team supporting deposit and money movement functions. I own SLA governance and reconciliation performance, clearing 200+ daily systematic breaks within a three-day SLA and improving SLA performance by 20% through process redesign, automation, and SOP governance.

Previously, I led Customer Success Support at StellarFi, where I implemented Zendesk automation that saved up to 30 hours monthly and helped the team achieve 94% monthly CSAT across 3,500 tickets. At Texas Capital Bank, I delivered treasury training and onboarding, managed 50+ commercial client accounts, and supported products including ACH, Positive Pay, Lockbox, and Business Bill Pay.

Experience

Work history, roles, and key accomplishments

Current

Associate, Money Movement & Reconciliation

Current

Goldman Sachs

Nov 2024 - Present (1 year 9 months)

Provide strategic oversight of an 18-member operations team supporting back-office deposit and money movement functions. Partner with risk, controls, and senior leadership to enhance operational performance, strengthen governance, and ensure excellence in execution.

Performance Analytics Process Redesign Automation Regulatory Compliance Leadership Coaching Career Development SLA Capacity Planning Audit Readiness Team Leadership

Senior Customer Success Manager

StellarFi Inc.

Feb 2022 - May 2024 (2 years 3 months)

Strategic leadership of the remote Customer Success Support team, serving as a subject-matter expert on treasury and credit-building projects. Presented monthly metrics to senior leadership and developed qualitative and quantitative metrics for the department.

Customer Success Zendesk CSAT Performance Management Coaching Training Metrics SLA Team Leadership Cross Functional Collaboration

Treasury Education Specialist

Texas Capital Bank

Nov 2015 - Feb 2022 (6 years 3 months)

Supported treasury management operations through client onboarding, product implementation, technical support, and training delivery across complex banking platforms and treasury products. Combined client service, operational accuracy, and cross-functional collaboration to enhance user proficiency and improve client experience.