• Leading Flood Requirements Oversight team ensuring the servicing portfolio remains compliant with FDPA regulations.• Managing all aspects of daily operations of the Property Insurance department.• Leading Property Insurance department initiatives to develop robust risk controls self-assessment.• Working directly with clients to conduct root cause analysis to address concerns and find performance solutions.• Managing client relationships.• Leading issues management from identification through resolution and sustainment, working within the Enterprise Risk framework.• Testing for control implementation and sustainability.• Managing Audit team to respond to internal and external audit inquiries.• Managing business analyst resources to provide data to support operations.• Managing the development of customer correspondence and policies and procedures.• Managing process improvement projects.

Oversight of the Escrow Analysis, Property Insurance, Loss Draft monitoring operations and Flood Compliance.Led the teams through the Ocwen/PHH merge of 1.5 million loans on to the MSP Black Knight system of record and developing best practice procedures for the combined portfolio.Designed and implemented automation for insurance processing and vendor oversight saving over 30 FTE in expenses.Implemented oversight for vendors providing property insurance maintenance, flood monitoring and property preservation services and improving the customer experience.Negotiated new contracts with vendors saving the business 1.1MM per year.Completed FNMA, FHLMC and Internal audits with no significant findings for the last three years.Supported new sub-service client onboarding ensuring client specific procedures were integrated into daily processes.Implemented customer experience initiatives reducing complaints by 60% within the first year.Developed servicing transfer rules and instructions implemented as policy and procedure.

Developed company protocol for policy and procedure administration.Mitigated risk through fidelity assessments of actual process to documentation.Managed teams responsible for identifying areas of risk in documentation though business control and compliance routines.Consulted with the line of business for process design initiatives.Led a team of technical writers aligned with the Servicing Operations.Authored and edited policy, procedure and process documentation.Provided executive reporting detailing status of policy administration activity.Participated in Project Management/Change Management routines to ensure documentation is adequate.Facilitated system administration for the Policy Administration SharePoint site.

Oversaw the claims & proceed reconciliation processes to ensure maximum recovery from investors and insurers following liquidation.Oversaw the reconciliation of trailing expenses for liquidated loans.Managed the Business Support operations including quality control & assurance, policy & procedure administration, project management, risk assessments and process control plans, and operations reporting.Managed change management aligning the efforts of line of business, strategic partners, key stakeholders, and business partners.Led collaboration efforts to identify high risk processes and document key controls while addressing operational gaps.Collaborated on lean processing initiatives to improve productivity by 100%.Improved quality by 25% through workflow enhancements and QA program implementation.Oversaw the operational loss analytics and reporting for $55M per month and the of loss root cause analysis and loss attribution.

Managed the Cash Remittance Payoffs operational business unit with a focus on continued organizational development. Drove enterprise strategic priorities through operational teams, improving individual and group performance. Oversaw the following operations across the United States:• Cash remittance for payoff processing of 160,000 per month and 125 employees across multiple locations• After payoff research and resolution activities to reconcile loan balances• Compliance with regulatory requirements • Budget and expense management• Capacity modeling and forecasting of operations• Project management activity related to payoff operations

Provided business support for the strategic direction, design and tactical implementation of learning and development initiatives for the mortgage servicing and global technology and operations teams.

Provided business support to mortgage servicing and operations teams including staffing, learning, compensation, policy & procedure development, testing and maintenance, reporting, workflow & process design.Ensured policy, procedure, and process flows are documented for each line of business.Oversaw line of business communication routines.Evaluated capacity models and hiring needs.Planned right-sizing efforts and assist the line of business in execution of the plan.Created awareness for job opportunities for internal candidates.Recruited for frontline through middle management.Managed contractor usage to meet temporary/short term needs.Evaluated turnover through root cause analysis efforts and work with leadership to improve hiring.Managed on-boarding and associate readiness for cross training initiatives.Partnered with the line of business to establish role based goals.Partnered with line of business to establish strategic HR goals.Established reporting routines to immediately address defects.Oversaw employee compensation movement and employee training initiatives.Oversaw employee reward and recognition routines and annual initiatives resulting from Employee Satisfaction survey results.Managed executive reporting for HR functions.

Managed the following operations:• Day-to-Day operations of Property Insurance (Processing, Lender Placed, and Loss Drafts) and Tax (Tax Line Setup, Non-Escrowed Monitoring, Receivable collections, and Tax Sales) teams.• Initiatives to improve customer experience.• Initiatives to increase diversity and inclusion efforts.