Responsible for the development of tools, processes and programs focused on the development and improvement of operations employee effectiveness and productivity. Develops and implements tools and processes that are used by the operations employees to increase productivity and improve effectiveness. Works with and advises infrastructure and support teams to improve services provided to operations employees. Advises departments on gaps in process or programs that impact the operations employees. Advises technology partners on process changes. Develops and facilitates training and communication plans to improve sales force knowledge, productivity and effectiveness. Manage an operations management team who oversee the Centralize Services, Mortgage Underwriting, Loan Closing and Loan Processing function . Manage, direct, and implement operation strategies and objectives to ensure the timely delivery of high-quality loan decisions in accordance with credit policy and service level agreements. Ensures proper underwriting and processing standards are implemented in order to safeguard company assets and ensure conformity for investor standards. Stay abreast of trends in the mortgage banking and financial industries in order to effectively anticipate the markets and opportunities, enabling orderly reaction to industry/company expansion. Create a productive department through written and verbal communications. Review and approve communications relating to products, procedures, and other information. Interpret, clarify, and ensure changes to process, policies and procedures are communicated and oversee execution. Manage and assist in coordinating effort between support departments and sales within the organization. Partner with Production Sales and Operations to promote and achieve the highest level of customer service.

• Manage WHL Organization • Collaborate with Sales partners to drive profitable revenue and growth • Monitor, evaluate and improve the end to end process while producing quality metrics • Results oriented leader with ability to develop and communicate big-picture vision and strategy, and deliver results through practical, disciplined execution.• Proactively resolve broad operational risks• Execution of Customer Satisfaction within my organization with proven Net Promoter Scores• Provide resolution for Customer Complaints with effective techniques• Develop regular reporting designed to monitor the portfolio status including pipeline reporting and secondary market disposition. Analyze developing trends.• Review approved loans and delinquency reports to ensure policies and practices are followed, including overseeing 3rd party mortgage service agents to ensure level of service and product quality is maintained.• Maintain compliance with state and federal lending regulations, implementing corrective action to address deficiencies as warranted. • Review operational procedures and recommend changes to improve efficiency and effectiveness of mortgage servicing operations.• Hire, train and develop staff members to ensure achievement of all operational and revenue standards. Perform ongoing performance assessments with appropriate follow-up, on all direct reports.