Business Support Manager for Mortgage Technology Architecture and Shared Services at Bank of America Home Loans. Responsible for management and operational routines including: Support Workforce Management routines including documenting Statements of Work and obtaining financial approvals for contingent workforce labor pool; Development, monitoring and reporting of Performance Metrics; Creation of Senior Leaders’ Monthly Business Reviews and other internal executive level reports and communications; Maintain Organization Charts, Executive Bios and other documents for publication within the organization; Coordinate logistics for department wide executive meeting routines; Work closely with cross-divisional Business Management teams and external support partners to support achievement of the Mortgage Technology Architecture and Shared Services organizational objectives.

Manage diverse administrative functions for National Mortgage Outreach (NMO) Advocacy group. Assist NMO senior management with development of strategy, evaluation, and program procedure documentation. Identify, document and develop remediation plans for identified risks to which the Advocacy group is exposed. Implement policy and procedural changes that effect functional areas of responsibility to ensure uniformity, consistency and effectiveness. Provide editorial support for Associate Readiness communications and the development of Associate Readiness and Operational Readiness plans including adherence to all Risk and Compliance requirements. Drive the development, implementation and communication of program goals and strategies to deliver loan quality, productivity and improve customer satisfaction. Formulate and implement the consistent operational approach to program needs and NMO priorities.

Business Support Manager for Institutional Mortgage Services (IMS) at Bank of America Home Loans. Responsible for leading a variety of initiatives at IMS, including Key Performance Indicator (KPI) Hoshin and scorecard planning, Summer Internship and Associate Development Programs, Corporate Workplace facilities management, associate and customer event planning, Business Continuity, Governance and Associate compliance.

Support executive and senior management as an operational risk and compliance management partner. Develop and maintain business unit Risk Assessments. Support implementation of action plans associated with audit findings, regulator exam findings and remediation action items identified as a result of Risk Assessments, Target Reviews or self-identified issues. Conduct assessment to identify compliance risk exposure. Develop, test, implement and maintain Business Continuity Plans (BCP) for the business lines supported. Ensure the business units understand their BCP and are prepared to recover key business operations in the event of an emergency. Lead the development, collection, tracking and reporting of Operational Key Risk Indicators (KRIs) including the determination of acceptable and out-of-tolerance thresholds. Act as Subject Matter Expert and represent business unit on applicable project teams. Starting in June 2008 - Provide an independent risk mitigation function during transition for Countrywide business lines; Partner with Transition Leadership to influence the transition structure and processes to ensure risk processes are embedded in the approaches used and in the execution methods of the transition; Partner with Transition Project Teams to provide risk guidance; Identify and escalate issues that may have a negative impact to the customer, associate, or shareholder; Review and evaluate project timelines and scope for reasonableness and potential cross-functional impacts; Provide a cross-functional perspective and establish special functions to monitor the impacts of high-risk activities. Evaluate stability of the bank during times of changes as well as the units experiencing that change.

Responsibilities: National manager of enterprise-wide executive response team responsible for the research, response and resolution of customer complaints addressed to the CEO, Executive Management, Regulatory and State Agencies, and Consumer Advocacy groups. Managed multiple call centers and written correspondence teams which acted as liaisons for all bank divisions by helping maintain customer relationships and rebuild customer trust. Provide independent/unbiased complaint resolution to the most complex customer grievances while observing regulatory policy and legal implications. Provide comprehensive customer data to all business lines as and regulators in the support of root cause analysis while capturing the customer experience from end to end. Ensure the Integrity of the Company Brand and Reputation.

Responsibilities: National manager of multiple department organization which provided 24/7 support to a multi-site, 2,000-seat telephone and online banking center. Responsible for 250 employees within the following departments: Communications, Training, Back Office Operations (including Bill Pay, eCare, and New Account Fulfillment), Project Management, Quality Monitoring, Workforce Management, Staffing and Scheduling. Departments managed were located in Chatsworth, California, Bothell, Washington and Albion, New York.

Provided sales management support to Northern California Group Manager. Coordinated sales initiatives overseeing loan origination efforts for more than 200 Financial Centers located throughout Northern California. Loan products included Residential First Mortgages and all Consumer Loan Products including Home Equity Lines and Loans, Auto and Boat Loans, Manufactured Housing loans and unsecured personal lines of credit.

Managed four (4) Regional Residential Lending production centers. Regional locations included: Fremont, Walnut Creek, Oakland and Santa Rosa, California. Responsibilities included management of sales force, loan processing, underwriting, document preparation and funding. Lead and managed a successful “Retail Loan Officer” program offering home loan products in all Northern California Retail Bank Financial Centers.