WILLIAM DE GUIA
Hayward
Summary
Payments leader with 20 years’ experience in electronic commerce specializing in driving payment strategy and building, enhancing, and maintaining complex Issuing and Acquiring payment processing systems. Diversified experience within payments includes credit, debit, prepaid, chip, contactless, ACH, APMs, CP, CNP, POS PIN, ATM, digital wallets, cardholder authentication, and tokenization working in both waterfall and agile environments at industry leading payments association, top 5 US Issuer, mid-sized Acquirer, innovative Payment Facilitator, top prepaid Issuer Processors, and leader in POS lending. Thought leader known for being innovative and results driven with deep payments expertise, attention to detail, ability to make timely and sound decisions. Constantly thinks outside the box to enhance the customer experience, increase revenue and market share, and reduce operating expenses and losses. Areas of expertise include: Product Management, Payment Strategy, Geographic Expansion, Program/Project Management, Payment Risk and Compliance, User interface/experience.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Vice President, Head of Operational PMO
US Bank
San Francisco
01.2022 - 01.2024
- Managed Knowledge Management, Training, and Sales Enablement, L2 Support, Third Party Risk Management, Compliance, Program Management Office, and Customer Data Analytics & Insights teams (7 direct reports).
- Provided new employee training as well as ongoing training for all Bento team members.
- Provided Spend Management product specific training for Bento and US Bank sales and support teams.
- Resolved various internal and external reported L2 support issues by triage or escalation to Engineering for bug fig or new product feature request.
- Onboarded, conducted periodic assessment, and terminated third-party vendors integrated with Bento to ensure no operational or financial risk to US Bank or possible negative brand impact.
- Ensured compliance of banking and payment regulations for Bento for Business as a subsidiary of US Bank while mitigating risk and periodically testing controls in place.
- Provided insights and analysis into Bento customers who were the most profitable, had lower disputes and losses, and used AI/ML to better predict actions from customers who are more likely to spend and stay with Bento.
- Ensured compliance for banking and payment regulations such as GDRP, CPRA, BSA, OFAC, AML, PCI DSS, card network mandates, etc.
- Terminated stale third-party vendor relationships resulting in $230k annual cost savings.
- Provided Operational and Risk best practices for upcoming initiative to launch Spend Management product in house at US Bank with 500k new cardholders in 2024.
- Led initiative to sunset Spend Management BAU product with legacy vendors including stop sell plan, strategy for customer communications and servicing, last date of legacy card usage, and managing to trailing activity (refunds, disputes, and chargebacks).
Vice President, Product Management
i2c Inc.
Redwood City
01.2020 - 01.2022
- Supported the development and commercialization of i2c’s value proposition and story through market facing channels focusing particularly on advancing and managing the product development lifecycle management from ideation through product release and increasing platform readiness with strategic partners.
- Managed a team of 2 Senior Product Owners with strategic responsibility for Payments (Issuing and Acquiring), Prepaid, Crypto, ACH, mRDC, APIs, and client facing interfaces.
- Managed the Documentation team (1 Associate Director and 4 Technical Editors/Writers) with responsibility to produce monthly release notes, release training webinars, user guides, and other technical documentation as needed.
- Built technical integrations with open banking providers to reduce unauthorized ACH returns by 75%.
- Built net new mobile remote deposit capture (mRDC) service to allow consumers and businesses to seamlessly deposit electronic checks and enable access to spend on their i2c payment card.
- Led technical development as well as internal cross functional team to support ACH migration to new ODFI resulting in 60% operational cost savings and 10 new ACH clients in less than 1 year.
- Mapped company’s SDLC processes and proposed changes to reduce time to production for developed features and functionality.
- Led cross functional team to comply with annual, semi-annual, or ad hoc network/association mandates.
- Provided product strategy and roadmap to build net new Acquiring Processor supporting new uses cases for merchant payment acceptance for new and existing i2c customers.
- Enhanced technical integration with KYC vendor to support KYB screening for new business credit and debit clients.
- Built net new receipt management capabilities to further drive i2c’s value prop for corporate customers.
Head of Payments
Uplift
Menlo Park
01.2019 - 01.2020
- Led payment strategy and execution.
- Managed all aspects of development and maintenance of payment products and services.
- Owned acquiring, issuing, and card network processing relationships.
- Negotiated pricing and contracts, explored new capabilities, and ensured adequate service levels.
- Ensured regulatory and network payment compliance.
- Monitored, reported, and optimized payments performance.
- Identified and implemented new payments capabilities.
- Partnered with Product and Engineering teams to implement payment strategy.
- Created innovative capabilities to drive growth.
- Identified areas of risk and developed plans to communicate and mitigate those risks.
- Totaled just shy of $7mm in cost save or addition revenue.
- Highlights include: Realized $1.7mm more issuing revenue annually by renegotiating vendor contract.
- Identified gap and implemented local Acquiring solution in Canada for $170k annual cost save.
- Integrating with First Data to save over $1mm annually in processing fees and reduce debit COGS by 40 bps.
- Enabled over $800k more issuing revenue by changing processing for transactions acquired by specific travel partners.
- Implemented payment processor backups to increase issuing uptime from 99% to 99.99%.
- Launched ACH and EFT payments increasing payment volume by 20%.
- Created real time payment monitoring dashboards providing visibility to Uplift and payment processor performance such as connectivity, latency, and authorization approval rates.
- Reduced debit acquiring COGS by 30 bps by optimizing processor selection based off pricing and performance.
- Changed card BIN table source data to increase auth approval rates by 5% and reduce CSR calls by 25%.
- Provided consumer messaging at POS and internal portal for declined transactions to reduce delinquent payments by 30%.
Senior Director, Product Management
Yapstone
Walnut Creek
01.2016 - 01.2018
- Built and managed a team of 5 senior product owners with strategic responsibility for global payment acceptance, merchant payouts, and strategic partner growth in CNP environment supporting payments in US, Canada, and Europe with annual TPV over $18BB while generating $350MM in revenue.
- Translated strategic vision into tactical plans for team to execute upon.
- Identified payments features and functionality to add value to global marketplace partners by either increasing payments footprint, increasing TPV, or reducing payment fraud.
- Collaborated with engineering and architecture teams to update payment APIs resulting from introduction of new payment or payout vehicles.
- Prioritized product roadmap amongst competing opportunities, balanced customer needs with business priorities, and articulated the rationale behind decisions made.
- Launched MasterPass wallet acceptance resulting in $1MM net new revenue before any new MasterPass TPV.
- Launched Apple Pay for web payment acceptance to align with Yapstone and partner vision to be an early adopter of emerging payments.
- Launched 3D secure cardholder authentication to reduce CNP fraud and ensure Chargeback liability shift for fraud disputes.
- Migrated payment traffic to Acquirer Processor First Data reducing cost of payment processing by 67%.
- Switched to virtual connections with Acquiring Processors for payment traffic resulting in physical data center closure and $1.2MM annual cost savings.
- Launched Alternative Payment Methods (APMs) in EU with projected net revenue of $25MM over 3 years.
Director, Product Management
Yapstone
Walnut Creek
01.2015 - 01.2016
- Built and managed team of 2 senior product owners with responsibility for partner onboarding, global payments, and strategic partner growth in CNP environment supporting payments in US, Canada, and Europe.
- Stabilized relationship with Yapstone’s biggest strategic partner (60% of all Yapstone TPV).
- Worked with internal and external stakeholders to identify priorities and reflect accordingly on product roadmap and sequence of product features and functionality delivery.
- Collaborated with engineering and architecture teams to update onboarding and payment APIs.
- Developed 'Split Payments' feature for Yapstone marketplace partners allowing them to include multiple line items in one transaction and pay out to different payees and bank accounts.
- Launched Amex as a new payment acceptance brand for partner HomeAway resulting in $10MM annualized revenue.
- Managed to 2016 roadmap to grow Yapstone TPV 32% from previous year.
- Integrated with BACS Direct Debit vendor to ensure 6.3MM GBP could be successfully recaptured automatically and without additional overhead.
- Added IDV check in Germany which increased onboarding auto approval rates by 40%.
- Re-implemented Agile/Scrum at Yapstone resulting in only 10% of all projects delayed past original committed launch dates.
Director, Product Management (Risk, Prepaid Issuance and Processing)
Blackhawk Network
Pleasanton
01.2014 - 01.2015
- Managed the product development lifecycle for the development of Blackhawk legacy and 'next generation' issuance and processing platforms as well as the enhancement and extensibility of platform features and functionality.
- Worked with internal and external stakeholders to prioritize platform technology requirements.
- Migrated existing products and on boarded net new products to next generation platform per business requirements.
- Mentored, motivated, and promoted growth of direct reports (2 senior product owners + 1 project manager) as well as other team members within development and QA teams.
- Onboarded net new Germany Gift portfolio to next generation processing platform.
- Migrated 40 million US gift prepaid cards to next generation processing platform.
- Certified payments processing platform with Visa and MasterCard North America.
- Built payment card transaction fraud rules and velocity limits to mitigate risk from bad actors.
- Ensured platform readiness for 2015 PCI DSS certification.
Senior Product Owner, Risk, Prepaid Issuance and Processing
Blackhawk Network
Pleasanton
01.2013 - 01.2014
- Worked closely with engineers, architects, quality assurance, product marketing, legal, risk, operations, and external banking partners to elicit needs and translate them into defined requirements within a larger a product roadmap with primary goal of building a next generation payments processing platform from the ground up.
- Built from soup to nuts a highly available, scalable, and DR ready 'next generation' issuance and processing platform deployed to Amazon cloud.
- Migrated 5 million UK gift prepaid cards to next gen processing platform.
- Certified payments processing platform with Visa Europe.
- Added alternative POS PIN network to prepaid products to ensure compliance with Durbin Amendment.
- Built easy to use customer UI which reduced customer calls by 50% and call times by 2 minutes.
- Obtained CSPO certification and provided agile training sessions to other product team members when needed.
Senior Product Manager, Strategy and Innovation
Blackhawk Network
Pleasanton
01.2012 - 01.2013
- Defined and executed product strategy for limited purpose prepaid product.
- Developed requirements for POS payment network and transaction message specifications.
- Collaborated with internal and external stakeholders to define and maintain product requirements.
- Produced project Vision document, requirements, user stories, and use case project documentation.
- Maintained product backlog and roadmap for future product feature functionality.
- Developed functionality to support real time validations of WIC cart items against a program administrator’s approved product list.
- Leveraged payments expertise to identify backwards-compatible transaction message type and field format requirements regardless of issuer and acquirer partners.
Assistant Vice President / Product Manager, Health Benefit Services
Wells Fargo Bank
San Francisco
01.2007 - 01.2011
- Defined and executed product strategy for Health Savings Account (HSA) and Flexible Spending Account (FSA) product lines including Visa Prepaid Card functionality, demand deposit account (DDA) interest rates, and customer pricing.
- Identified product requirements and drafted documentation including Project Charter, BRD, FSD, business case, SWOT analysis, etc.
- Managed product roadmap, new product enhancements, regulatory and association requirements, customer implementations, multiple bank conversions, and external card vendor and processor relationships.
- Developed marketing materials and administered customer and internal training for new products and product enhancements.
- Identified opportunities to increase revenue or market share, mitigate risk, and/or reduce operating expenses.
- Developed strategy for re-pricing initiative including developing communications, updating print and web marketing materials, conducting training sessions, etc. increasing annualized revenue by $300K.
- Developed marketing initiative and marketing materials increasing interchange revenue to over $4MM annually.
- Implemented Automated Fuel Dispenser (AFD) transaction processing enhancement reducing negative card balances by 50%.
- Spearheaded LOB’s efforts for five separate card portfolio conversions (over 50k cardholders) ensuring no customer interruption to card usage or servicing.
- Developed compromised cards policies and procedures, cardholder communications, and customer talking points improving overall customer experience and reducing losses by10 basis points.
- Launched demand deposit account (DDA) product with market competitive interest rates increasing total accountholders by 30k and net-on-funds revenue by $2MM annually.
Program Manager, Brand Management
Visa Inc.
Foster City
01.2005 - 01.2007
- Managed review and approval for all Affinity, Co-Brand, and Visa Prepaid Programs – including member card art and marketing materials.
- Developed concise branding guidelines according to Visa marketing strategy.
- Ensured member compliance of Visa Operating Regulations and Brand Standards.
- Launched inaugural Blue Cross Blue Shield employee benefits Visa Prepaid Program with annual sales of $350MM.
- Managed implementation of over 200 member Health Care and Commuter Benefits Prepaid Programs eclipsing over $1BB annual sales volume.
- Devised Prepaid Program Implementation 'Cheat Sheet' reducing member program approval timeframes by an average of 2 business days.
Account Manager, VisaNet Client Services
Visa Inc.
Foster City
01.2002 - 01.2005
- Provided 24/7 support of VisaNet system, products, and services to high value issuers, acquirers, and processors.
- Provided guidance on Operating Regulations, billing issues, card acceptance, dispute resolution, problem status and closure, etc.
- Ensured member compliance of regulatory requirements and Visa Business Enhancements.
- Provided clean up of Visa Card Recovery Bulletin (CRB) fees resulting in $531K member cost savings.
- Proactively identified and resolved processor coding error saving $160K per month in member Integrated Billing fees.
- Completed Six Sigma project reducing member ATM fees by $600K annually.
Senior Analyst, Franchise Management
Visa Inc.
Foster City
01.2000 - 01.2002
- Reviewed and approved member licensing for all Visa issuing and acquiring programs.
- Ensured member and processor compliance of Visa Operating Regulations, U.S. PATRIOT Act, and other regulatory requirements.
- Processed bank conversions, mergers, portfolio sales, and government closures while recommending cost save opportunities.
- Provided proactive member profile updates resulting in high value client saving $500K in merger processing fees.
- Identified and deleted unused member BINs realizing an annual cost savings of $50K.
- Streamlined merger processing procedures reducing department case completion time by an average of 3 weeks.
Card Payments Consultant
The RWC Group
Dallas
01.2011
- Provided cost-effective merchant services product to bank and merchant customers looking to accept card payments at the point-of-sale (POS).
- Ensured Payment Application and Payment Card Industry Data Security Standards (PA and PCI DSS) compliance for all applications and systems used.
- Leveraged industry relationships to reduce PA DSS costs $220K annually.
- Provided pilot product option allowing client to enter card payments space by Q1 2012 and provide competitive product enhancements during future releases.
- Discovered licensing set up opportunity saving client over $3K annually.
Senior Risk Management Analyst, Fraud Control and Investigations
Visa Inc.
Foster City
01.2007
- Provided support to Visa members extending to fraud, compromised cards, and breached merchants.
- Manipulated multiple data sets to identify Common Point of Purchase (CPP) merchants for compromised cards incidents.
- Ensured member compliance of Payment Card Industry Data Security Standards (PCI DSS).
- Trained tier one Acquirer on exception item best practices reducing costs by $200K.
- Created department SLAs for customer response reducing 'days to close' timeframe by average 3-5 days.
- Provided VisaNet technical training to members reducing incoming department calls and emails by 50%.
Education
AA - Liberal Arts
Skyline College
San Bruno, CASkills
- Product Management
- Payment Strategy
- Geographic Expansion
- Program/Project Management
- Payment Risk and Compliance
- User interface/experience
- Payment processing
Certification
Certified Scrum Product Owner (CSPO) - Mountain Goat Software
Timeline
Vice President, Head of Operational PMO
US Bank
01.2022 - 01.2024
Vice President, Product Management
i2c Inc.
01.2020 - 01.2022
Head of Payments
Uplift
01.2019 - 01.2020
Senior Director, Product Management
Yapstone
01.2016 - 01.2018
Director, Product Management
Yapstone
01.2015 - 01.2016
Director, Product Management (Risk, Prepaid Issuance and Processing)
Blackhawk Network
01.2014 - 01.2015
Senior Product Owner, Risk, Prepaid Issuance and Processing
Blackhawk Network
01.2013 - 01.2014
Senior Product Manager, Strategy and Innovation
Blackhawk Network
01.2012 - 01.2013
Card Payments Consultant
The RWC Group
01.2011
Assistant Vice President / Product Manager, Health Benefit Services
Wells Fargo Bank
01.2007 - 01.2011
Senior Risk Management Analyst, Fraud Control and Investigations
Visa Inc.
01.2007
Program Manager, Brand Management
Visa Inc.
01.2005 - 01.2007
Account Manager, VisaNet Client Services
Visa Inc.
01.2002 - 01.2005
Senior Analyst, Franchise Management
Visa Inc.
01.2000 - 01.2002
AA - Liberal Arts
Skyline College