Mark Steinman Email & Phone Number

Charlotte, North Carolina

Managing day-to- day operational support for globally located lines of business as well as process owner for two domestic operations. Senior leader responsible for procedure, impact and staffing governance, including reporting and capacity planning; and, responsible for driving employee engagement strategy. Lead a team of employee readiness professionals.

Charlotte, North Carolina Area

• End-to-End Fees Process Owner - Legacy Asset Servicing, Charlotte, NC 2011 - PresentBuild out and managed all aspects of multi-billion dollar fee business. Monthly Fees exceeded $100mm Developed and executed on a.
• Ensured compliance of default fees charged to customers that satisfied 2010 $100 million settlement with the Federal Trade Commission (FTC). Leading and coordinating with Change and Technology teams, ideated, designed.
• Managed all aspects of remediations required to meet terms and conditions of FTC Consent Order, including lead business negotiator for Supplemental FTC Consent Order and on-point business executive for all FTC related.
• Implemented bi-monthly improvements to automate critical controls to ensure compliance with FTC Order, including automation of reinstatement and payoff rules, state rules, and bankruptcy and foreclosure rules.
• Managed operating routines to ensure monthly governance and oversight of critical fee business issues, reporting, emerging regulatory issues, improvement routines, and co-ordination with OCC Consent Order, MRA results.

Charlotte, North Carolina Area

• Built out process design capability and improvements for mortgage servicing platform where no formal capability previously existed.
• Identified, hired and organized critical talent with right skill set for the environment. Results: In one year hired 50 associates representing 4 master black belts, 18 black belts and 16 greenbelts, including 15.
• Initiated multi-year foundational work to identify and map all processes within complex servicing environment work, creating one source of the process definition while accelerating process and project improvement.
• Provided critical design resources to transformational efforts in a variety of areas within Servicing, including:
• Foreclosure: developed processes and organizational design to take advantage of state of the art work flow tool, successfully deployed in October, 2010. Results: 20% process and 20 day cycle time improvement.
• Foreclosure Review Committee Operation: implemented a variety of process improvements and simple technology changes. Results: throughput improvement of 40%.

Charlotte, North Carolina Area

• Drove Operational Excellence for national team of fulfillment (450) and servicing (250) associates responsible for commercial loan operations.
• Fulfillment: Developed and drove execution strategy of commercial fulfillment transformation by a) implementing workflow tool capabilities and paperless processing in a multi-site operating environment, b) building out.
• Servicing: Developed and executed strategy to reduce capacity by 20% while improving client service levels. Identified and executed on a series of process improvements to increase operational capacity. Results: Reduced.

Charlotte, North Carolina Area

• Drove work stream/initiative identification and execution for $8.8 billion Deposits end-to end cost pool; led 35 associate team to drive measurement, analysis and execution to increase productivity/ reduce unit cost.
• Managed nine significant work streams delivering over $100mm of annualized value. Work delivered over 1,500 FTE in capacity saves. Developed pipeline of additional works streams representing an additional $100mm of.
• Quickly turned around poor associate team morale by developing a series of communication forums, recognized associates' work and contribution, and focusing work teams on the 'vital few'.

Charlotte, NC

• Drove strategic understanding of end-to-end fulfillment process using Process Excellence tools and techniques; drove significant business transformation.
• Developed and implemented game-changing automated workflow/paperless processing strategy to position Fulfillment as a “low cost producer” in the marketplace and enhance cycle time metrics.o Identified and implemented.
• Championed strategy, enabled by game-changing execution of paperless environment, to off-shore ‘back office’ processes to India. Organized team to execute on delivering off shore capability of over 120 associates.

Charlotte, NC

• Drove implementation of Quality/Six Sigma program within Insurance Services Group and lead Service Operations towards process excellence
• Deployed Six sigma training through organization Identified department Critical to Quality (CTQ’s) elements for all major product lines.
• Raised Services’ Customer Satisfaction “Top Two” box score from 56% to 76% and lowered “Bottom Two” box score from 26% to 4% in 1 year. Raised Services’ Associate Satisfaction from 65% to 83% in one year, while.
• Hired and developed a Black Belt team and certified 12 Greenbelts creating over $7.5 million of productivity increases for two years running

Bachelor Of Science (Bs), Management

M.B.A.