Heather Sipes Email & Phone Number

Serving as the Director of Finance and Operations for Keller Williams Gateway Market Centers. A/R, A/P, Agent services, staff management, event coordination, and general book, record, and file keeping.

Baltimore, Maryland, United States

Executed the end-to-end administration of $90 million financial incentive plan for over 3,000 Wealth Management/Affluent Banking Financial Analysts across the U.S. Orchestrated build out of business requirement documentation/regulatory documentation, and testing and controls prior to deployment. Provided daring thought leadership, creative inspiration, operational and continuous improvement experience, as well as resource, strategy, and change management expertise. Key Contributions: •Transformed the internal escalations process and reduced complaints to senior management by 90% year one in role. Project management leading the assessment of internal escalations and process break investigations. •Advocated and arbitrated on behalf of both the company and the associate with careful review of concerns. Quickly acclimated to become departmental Subject Matter Expert for a complex incentive plan. Relied upon by peers, senior management, and other departments to provide guidance regarding process, legal, and regulatory decisions. •Coordinated team efforts to meet and exceeded critical deadlines to oversee accurate and timely incentive payments of $23 million per quarter. Enforced compliance of vital review procedures, quality review assessments, and internal controls to ensure adherence to regulatory requirements and avoid disparate treatment. •Initiated and established documentation of over 150 processes identified gaps and improved workflow, creating a detailed step by step working document for all systems and activities. •Achieved continuous 100% scores on compliance audits by enacting required process controls for individual and team responsibilities. •Implemented and executed $90 million incentive plan designed to motivate associates and support business objectives while adhering to strict regulatory requirements. Controlled process documentation to ensure it was clear and adhered to.

Baltimore, Maryland, United States

Leveraged financial and risk analysis, negotiation abilities, and operations skills to manage the variable compensation plan for company analysts. Managed and mentored both in-office and remote teams. Worked on the team responsible for the end-to-end performance enablement including performance measurement, risk assessment, governance control, reporting, and incentive administration.Key Contributions:•Reorganized and streamlined team queue production resulting in an increase 400% through maximization of process capabilities. Created risk and engagement frameworks, and identified trends in adjustment volumes, enabling cross-functional prioritization, oversight of strengths and weaknesses, and stronger educational development.•Executed strategies to identify reporting outliers to identify potential system gaming, compliance issues, or educational opportunities. •Analyzed and audited internal inquiries to identify process breaks and initiate investigations.•Consulted as a collaborative leader across lines of business, technology partners and business control partners to ensure clear communication regarding analyst concerns.

Baltimore, Maryland, United States

Coordinated start-up division of small business credit card collection associates managing 15-30 directreports. Produced outstanding reduction in losses of $30 - $80 million per year of balances at thecharge off stage. Provided coaching and feedback to associates regarding production and quality.Managed staffing and service levels for inbound calls.Key Contributions:•Outperformed peers month over month with top rankings for local and national Key PerformanceIndicators. Recognized as Manager of the Year 2009. Nominated for Excellence Award 2009, 2010.•Reduced overall cash loss for bank more than $300 million. Identified innovative solutions forcustomers experiencing severe financial difficulty.•Expanded leadership skills by assisting senior management with the direction and motivation of seven additional collection teams within department simultaneous to my existing management role.

Hunt Valley, Maryland, United States

Section Manager / Call Center; Team Manager / Risk Operations; Team Manager, Education Manager, Quality Assurance Manager, New Hire Facilitator, Account Manager / Credit Card Operations

Bachelor'S Degree, Business/Managerial Economics

Associate Of Arts - Aa, General Studies