EVP, Head of Treasury Management, Capital One Financial
Collen Taylor's goal this year for the treasury management division of Capital One has been nothing less than the complete transformation of the group's service and support models.
She led a revamp of the training provided to new hires, centralized the client services staff and created an internal liaison team to handle client service requests initiated from elsewhere within the bank. She also oversaw an array of technology improvements, from a recently introduced mobile deposit capture tool to a conversion that brought all clients onto a universal online banking interface.
Capital One says that under Taylor, the business has notched consistent improvements in the quality of its sales officers and overall client experiences, based on feedback from industry surveys. This has helped boost revenue each year since her arrival in 2009. Taylor also is responsible for merchant services and enterprise payments at Capital One. She is the vice chair of NACHA, the electronic payments association, and on the board of The Clearing House Payments Company.