As the Senior Principal Transformation Quality Assurance Program Manager at Discover Financial Services, Richard Tzeng is at the forefront of driving transformative initiatives that enhance operational efficiency and elevate customer experience. With a robust background in IT application lifecycle management, Richard leverages his expertise in...
As the Senior Principal Transformation Quality Assurance Program Manager at Discover Financial Services, Richard Tzeng is at the forefront of driving transformative initiatives that enhance operational efficiency and elevate customer experience. With a robust background in IT application lifecycle management, Richard leverages his expertise in change management and process optimization to architect and lead enterprise-wide transformations. His recent project focused on overhauling the Change Management process has yielded remarkable results, reducing customer-impacting events by more than 50%. This achievement underscores his commitment to delivering best-in-class service while ensuring that projects align with organizational goals.
Richard's leadership style is characterized by innovation and energy, fostering a culture of continuous improvement within his teams. He excels in people development, empowering his colleagues to embrace change and drive performance. His proficiency with tools like Jira enhances project tracking and collaboration, ensuring that all stakeholders are aligned throughout the project lifecycle. Additionally, Richard's experience in outsourcing management and offshore application development positions him uniquely to optimize costs while maintaining high-quality standards.
As a thought leader in the industry, Richard is dedicated to sharing insights and best practices that can transform how organizations approach IT operations. His ability to navigate complex challenges and implement strategic solutions has not only increased profitability for Discover Financial Services but has also set a benchmark for excellence in the financial services sector. Through his visionary leadership, Richard continues to shape the future of transformation quality assurance, making a lasting impact on the organization and its customers.
