Collaborate across lines of business and functional areas to assess processes, influence best practices, engage and support process engineering and recommend innovative solutions to improve and streamline operations.

Served as the nCino lead for the Lending Services division to drive initiatives connected to a multi-year commercial lending transformation project. Conduct analysis of business needs to understand pain points, identify transformation opportunities and gather system requirements prior to design sessions. Collaborated with cross-functional subject matter experts across multiple business lines and product teams to design and execute solutions in line with bank strategy.

Transformed the Commercial Loan Flood Operations team to address training gaps and ensure successful adherence to department service level agreements and quality goals. Lead COVID-19 disaster response effort through the rapid adaption of complex processes and workflows from paper to digital without disruption to service quality or deadlines. Served as primary point of contact for multiple project and audit initiatives, including the implementation of nCino. Recognized as 2018 Leader of the Year by executive team, and achieved top marks across all categories in annual employee engagement survey (2018-2020).

Restructured the Loan Administration Division to maximize resources, improve collaboration and reduce overall operating costs. Implemented best practices resulting in a 27% reduction in annual salary expenses while supporting a 15% increase to the overall loan portfolio. Identified root cause of a 18+ month backlog on servicing functions and executed a plan to bring and keep all functions current. Redefined job titles, grades and responsibilities to address compensation inconsistencies, performance concerns and create clear career paths for motivated, high-performing employees. Developed and executed a 3-phase performance management plan to coach underperforming employees without service disruption to a rapidly growing loan portfolio.

Coached new and experienced leaders to develop the strategic thinking and performance management skills needed to scale operations in a rapidly growing sector of the hospitality and technology industries. Collaborated with EMEA, APAC & NA Operation Managers to establish Objective and Key Result (OKR) indicators in a multi-site, multi-lingual, global customer service environment. Partnered with NA peers to align the 300+ employees in Portland, OR and San Fransisco, CA around a single vision and common goals to promote collaboration, employee engagement and improve performance.

Directed up to 60 employees, ranging from exempt unit managers to non-exempt production processors, disbursed between two sites to achieve quality, quantity and development goals. Created an environment of growth and development through regular coaching, mentoring and personalized goal setting. Collaborated with over 20 teams in a multi-site environment to deliver strong results to our internal and external customers. Pro-actively identified areas of risk and implement controls to reduce it. Maintained an up-to-date understanding of banking regulations (SOX, BASEL, FDPA, HMDA, CRA, etc.), department procedures and bank credit policy to resolve complex escalations and manage risk.*Strategic long-term planning: workflow, system enhancement, regulatory and disaster recovery*Financial and volume forecasting*Succession planning, talent management, development planning, mentoring*Production, quality, workflow and risk management*Performance management, coaching, development and action planning

Motivated up to 15 Doc Prep, Banker Support and Compliance Processors to achieve quality, quantity and development goals. Collaborated in a multi-site environment to create new processes, identify process enhancements and create/update procedures accordingly. Maintained an up-to-date and thorough understanding of banking regulations, department procedures and bank policy to resolve complex escalations. *Succession planning, talent management, development planning*Audit and risk control (FDPA, HMDA, CRA and SCRA)*Production and quality workflow management*Employee engagement, teambuilding in multi-site virtual environment*Performance management, coaching, development and action planning

Provided compliance and product usage support for loan and account documentation systems (LaserPro and DepositPro) to clients via phone and e-mail in a call center environment. Adapted quickly to a rapidly changing regulatory environment and took the lead in explaining new regulatory changes to coworkers and customers. Collaborated with the sales, legal and technology departments to seek solutions to satisfy client’s needs. Stayed current on regular software updates to maintain a thorough understanding of LaserPro and DepositPro in order to train clients on new features and requirements. *In depth understanding of the following banking regulations/acts: Reg Z, Reg B, Reg C, Reg D, RESPA and TILA.*General understanding of the following banking regulations/acts: Reg E, Reg O, Reg U, Reg BB, Reg DD, CRA, HMDA, FDPA, OFAC, SCRA & GLBA.

Assisted in the start up of the Commercial Loan Documentation team within a new operations center. Wrote and implemented loan documentation procedures, training manuals and processing checklists. Responsible for auditing loan packages and monitoring workflow volume to ensure department quality goals and service level agreements were met. Reviewed LaserPro release notes and tested software updates for changes to operations; explained changes in functionality to Loan Documentation Processors.* Trained an inexperienced staff of 4 on commercial loan documentation, LaserPro, bank policy and federal regulations* Audited UCC portfolio to identify and clean up UCCs not in compliance with revised article 9

Progressed through various processing positions, ranging from entry level to advanced, within the consumer and commercial departments of the operations center. Acquired an in-depth understanding of preliminary and post close workflow review, loan documentation (consumer, commercial and SBA packages) and note boarding (consumer and small business packages). Advanced to a leadership role over the SBA processing functions where I collaborated with third party vendors, the Small Business Administration and business banking officers to ensure accurate and legally binding documents were produced and service level agreements were met.