For more than three years I served as key contributor/executive operations channel leader across labor/capacity planning, policies/procedures/product development and improvement, budgeting, and auditing through government agencies.♦ Contributed as key member of senior executive team working with C-suite to develop short/long term operational strategy/plans and align processes/programs with objectives. Engaged with investors to gain buy in. ♦ Led and motivated teams up to 300 comprised of five Assistant Vice Presidents, 14 managers and administrative personnel, ensured highest level of success. Conducted performance reviews, instituted disciplinary measures when necessary. ♦ Identified top performers, presented recommendations to HR to offer employee retention bonuses. Received 90% approval. ♦ Devised and implemented Key Performance Indicators (KPIs) and productivity goals. Ensured alignment with team metrics/objectives.♦ Evaluated and analyzed P&L, identified areas to reduce cost and presented to senior leadership.♦ Reviewed, edited, and approved all team training to optimize professional development and knowledgebase. Facilitated specialized training for team on fraud/risk/compliance and during pandemic. ♦ Drove strategic capacity and budget planning and aligned to forecasted revenues. Shifted costs/labor as needed to reduce expenses. ♦ Entrusted to resolve regulatory escalations at the executive level with diplomacy and tact.♦ Evaluated and reviewed product offerings to align market/competitor trends in collaboration with Capital Market Department.♦ Established and deployed pandemic safety protocols, processes, and procedures to ensure business continuity.♦ Fostered client and outsourced vendor relationships. Collaborated with quality control partners to drive customer success, ensure high retention, and exceed objectives. ♦ Partnered with cross-functional teams to execute process improvement initiatives, enhance efficiency, and increase revenue.

In these roles, I was charged with leading vision, strategy, and execution across all facets of portfolio. I managed budgeting and ensured goals aligned. ♦ Traveled to corporate headquarters quarterly to collaborate with senior leadership on annual strategic planning/objectives. Recommended concepts for consistent improvement on quality of services and to reduce negative trends. ♦ Served as trusted advisor and subject matter expert, delivering guidance and direction for complex business decisions.♦ Led three managers with teams of 50+ and 80 indirect reports, ensured timely execution and delivery of key initiatives.♦ Devised and delivered comprehensive staff training to standardize and optimize performance/efficiency.♦ Crafted and delivered compelling staff retention initiative recommendations to senior leadership and consistently gained approval.♦ Managed vendor relationships, consistently ensured alignment with key objectives.♦ Integral in facilitating pre/post funding audits and reviews providing feedback on personnel performance.♦ Governed and updated department policies and procedures with meticulous attention to detail.♦ Performed capacity planning by scrupulously analyzing supply and demand to maintain profitability.✶ Instrumental in training and mentoring three personnel to leadership positions through career advancement.✶Successfully reduced Service Level Agreement (SLA) on core products by four hours, training, and empowering staff to assume higher levels of authority.✶Fostered key relationships in capital markets to analyze new products. Ascertained impact and benefits of additions to product portfolios. ✶Introduced Key Performance Indicators (KPIs) to monitor and provide reports on staff performance.

For this preeminent financial institution, I was rapidly promoted from individual contributor through a series of key senior to executive leadership roles with increasing responsibilities throughout expansive tenure with Fortune 500 financial services organization offering a broad portfolio of services in credit card, banking, and home loans. ♦ Streamlined daily finance activities by instituting standardized process improvements to boost productivity and efficiency.♦ Constantly ensured organizational compliance with internal policies, quality audits, Better Business Bureau, and federal/state regulations.♦ Oversaw and responded to government, serviced defaults, escrows, and foreclosures.♦ Served as point of contact for customer issues and rapidly resolved with diplomacy and tact.✶Instrumental in 15% improvement of employee satisfaction results and 10% customer satisfaction increase in

Conventional underwriter and FHA processing. Trained incoming new hires.