Howard Henry Email & Phone Number

Norfolk, Virginia, United States

Directed timely entry and processing of both direct and indirect disputes, complaints, hardship requests, legal disputes, and other miscellaneous tasks complying with state and federal regulations, mentoring a staff of 190+ including managers, exempt and non-exempt employees in Alabama and Virginia.Key Achievements:• Partnered with senior management team members to integrate offshore resources into daily operational and compliance processes while exceeding internal quality and production goals.• Produced and published hardship procedures in cooperation with management to support the company's first hardship program, adding an average of 40K+ hardships per month, serving as a SME for escalated cases.• Set up project management function within the department, including an improved process to manage all internal projects resulting in efficient documentation updates, streamlined communication with IT on system enhancements and more efficient responses on compliance remediation items.• Worked with Project Management Office and senior management to implement required system enhancements for in-house applications; oversaw drafting of new features, documentation, and training applicable staff. • Created MS Excel staffing forecast model in conjunction with Senior Operations Manager to ensure internal and regulatory SLAs were met in written correspondence area (average 35K+ correspondences per month).• Led delivery of 60+ departmental project management initiatives, including documentation creation and update (30+), system enhancements, and process improvement.• Empowered teams responsible for timely responses to over 2M customer disputes sent by credit reporting agencies annually.• Drove training initiatives for the department to include new hire and ad hoc training classes, training and mentoring regulatory portions of the class (5-10 classes per year), and traveling to all Virginia sites and Texas.

Norfolk, Virginia Area

Headed implementation of the corporate Compliance Management System objectives and framework as defined by the Chief Compliance Officer, mentoring and developing seven international personnel. Consulted with General Counsel to resolve legal compliance issues. Produced and presented final reports containing testing results to senior executives and the Board of Directors. Key Achievements:• Drove the organization’s first risk assessment and control testing plans for U.S. and Canadian subsidiaries.• Enabled improvement in turnaround times and clearer feedback to senior management through a complete restructuring of the monthly control issue remediation validation process.• Steered formulation of a risk-based corporate compliance testing plan (8-10 testing engagements per year) for the core business in the U.S. and all subsidiaries in the Americas including the U.S., Canada, and Brazil.• Presented comprehensive view of risk to Chief Compliance Officer, utilizing the corporate compliance risk assessment tools and methodology to aggregate risk information, evaluating over 350 risk statements per year.• Evaluated compliance gaps and initiated corrective action plans in collaboration with executive management of business units, along with delivering guidance on how to address similar issues in the future.• Partnered with business units in devising control inventory to over 180 controls to measure and monitor risk across the organization. • Modernized policies and procedures for the general operation of the Compliance Management System and related activities to prevent illegal, unethical, or improper conduct.• Maintained organization compliance with multiple federal and state regulations including, but not limited to, Unfair Deceptive Acts and Practices (UDAAP), Fair Debt Collection Practices Act (FDCPA), Gramm-Leach-Bliley Leach Act (GLBA), U.S. Bankruptcy Code and any related regulations.

Norfolk, Virginia Area

Rendered oversight to client servicing operations, compliance risk assessments, and external audit support. Oversaw the performance of 27 international personnel, which consisted of seven direct reports. Administered the operational processes for a $2B portfolio of seven clients’ accounts. • Took charge of analyzing and mitigating the organizational process risks through implementation of controls. • Worked in partnership with General Counsel in overseeing state examinations and license renewals.• Worked directly with external auditors to successfully renew annual SOC-1 certification. • Coordinated with business leaders in creating and maintaining policies and procedures and developed document inventory system. Key Achievements:• Directly collaborated with the corporate compliance executives in employing comprehensive compliance program in the Bankruptcy Department, which consisted of risk assessments, control design and testing, monitoring, corrective actions, and reporting.• Brought major contribution to the Bankruptcy Department’s first acquisition through development and implementation of all project management plans, templates, and meetings for the integration of acquired employees and operations into the department’s existing framework.• Oversaw the Third-Party Servicing Team in onboarding its first secured collateral client and passing all client audits with zero findings and deficiencies; handled the renewal of two client contracts.• Played an integral role in improving account management and assessment through restructuring and automation of the account review process; streamlining of workflows; as well as design and establishment of account handling and document requisition procedures, thus saving over $110K annually, reducing process times in half, and minimizing staffing requirements by five full-time equivalent (FTE).

Norfolk, Virginia Area

Built a process management team and oversaw new client onboarding for operations. Supervised five direct reports, assembling process diagrams and relaying vital account feedback to support contractual updates and new deals. Summarized weekly project progress for the senior leadership team. Successfully completed client audits.Key Achievements:• Designed operational reports for the SOC-1 certification; established robust controls with external auditors to monitor processes, aiding in business development due to industry recognition as a trusted provider. • Formulated a model to estimate the costs of servicing proof of claims; increased market competitiveness with accurate assessments of true profitability during client evaluations completed by executive management.• Collaborated with senior managers to create a proof of concept for a document automation project estimated to generate $1M+ of annual savings; compiled business and functional specifications and tested technology.• Reduced the turnaround for trustee refunds from 30 days to one week; elevated trustee customer service.

Norfolk, Virginia Area

Coordinated forward flow contracts, facilitated closings, conformity, and final funding. Managed the close and post-close process for 300+ pools of purchased accounts. Assisted with underwriting, contract redlining, and final document auditing for company investments of $250M+.Key Achievements:• Enhanced Salesforce.com, designing screens and reports and presenting final plans to corporate management.

Portsmouth, Virginia Area

Supported a multimillion-dollar budget, monitoring performance using earned value management systems (EVMS) and statistical reporting tools to aid budgeting decisions. Forecasted overhead budgets and resource allocation, compiling financial commentaries for published customer reports. Managed petty cash account transactions, including A/P, A/R, and wires.Key Achievements:• Deployed new MS Access databases and MS Excel models to manage petty cash transactions, payroll, and resource allocation; isolated specific savings opportunities, decreasing cell phone costs by 35%.• Instructed executive personnel on EVMS as a subject matter expert.

Norfolk, Virginia Area

Maintained a $1M budget and saved 50% in expense accounts resulting from operational review.

Norfolk, Virginia Area

Contributed to project management that generated $350K+ in savings.

Norfolk, Virginia Area

Acknowledged for high processing accuracy in mutual fund transactions and inquiries.

Norfolk, Virginia Area

Honorable DischargeAwarded with a Good Conduct Medal Designated as an Enlisted Surface Warfare Specialist

Master Of Business Administration (Mba), Organizational Change And Development, 3.71/4.00

B.S. In General Business, Finance, 3.56/4.00

Vice President and Member of Beta Gamma Sigma Honor Society (top 7% of Business students)