⬥ Managed multiple high profile concurrent projects comprised of cross functional teams to address OCC, CFPB, State and Federal law changes, audit, and exams findings. Many of these efforts required tech solutions, process redesign, and involved different levels of leadership from multiple lines of business. ⬥ Led multiple end to end technical efforts including building requirements, coding changes, UAT development testing. Utilized agile methodologies to manage efforts.⬥ Engaged risk and front-line business units in regulatory control reviews to identify risks and improvement opportunities. New initiatives were created and prioritized to mitigate any risks identified. ⬥ Utilized Six Sigma/Lean methodologies to reduce variation within Regulatory operators’ responses. This led to improved post quality scores. In addition, established automated intake case assignment reducing handoffs and cycle time.⬥ Facilitated planning sessions to draft process diagrams in real-time sessions, use case reviews, and alternate process solutions and designs.⬥ Developed and utilized expertise in company systems and business processes to maximize data-driven decisions.

⬥ Responsible for cross functional process engineering efforts focused on servicing changes and improvements across multiple lines of business. Lines of business included OLB, payment processing, on boarding, underwriting and escrow.⬥ Served as process engineer corporate coach across the organization, teaching Six Sigma based engineering tool kit to designated leadership and associates.⬥ Led quarterly requirements meeting with Legal and Business Risk Office to review new Investor, Federal and State requirements. Clear operational definitions are written, operational business requirements are defined, and controls are established for each line of business.⬥ Led Kaizen events with value chain leadership to identify process gaps and establish remediation efforts.⬥ Built voice of the customer requirements for multiple departments ensuring each department was aligned on identifying who their customer is, identifying customer expectations, what was critical to quality, how to measure and achieve.⬥ Led journey mapping and blue printing sessions with value chain partners and senior leadership to verify current state improvement opportunities and future state world class customer experience design.⬥ Developed process controls, business/technical requirements and establishes process visual management to monitor daily production.⬥ Developed QA program and Tableau metric reporting to monitor key CTQS for each process.⬥ Provided consistent communication to stakeholders with updates on progress, impacts, risks, remediation requirements and changes associated with management of various mortgage process improvement programs.

⬥ Directed programs/projects throughout the life cycle, defining project objectives, aligning project resources to achieve goals and ensuring established project commitments were consistently met.⬥ Responsible for managing and delivering new SBB product rollouts that were created to enhance the customer experience and develop new sources of revenue.⬥ Led multiple SBB departmental process improvement emersions resulting in over 50 improvements. Review included mapping all key functions, establishing VOC, identifying hidden errors, defining risks, reviewing, and modifying existing controls and developing key CTQS.

⬥ Led first to market successful instant issue debit card technical project. Revenues received from card swipes not previously received equate to 1.75M annually. Project was used for Black Belt certification.⬥ Promoted and managed the Customer Care Call Center consisting of 60 associates to measure and improve customer on boarding experiences within the Retail Banking segment. This action aided in the 12% decrease of new customer attrition.⬥ Led the development and implementation of the National Mystery Shop and Gallup Call Program for the retail banking segment. The program resulted in an 18% increase in sales by utilizing customer experience results to improve sales presentations and sales processes.⬥ Traveled across Texas and Louisiana to Retail banking sales rallies and presented customer experience sales practice successes and opportunities to top level executives and relationship banking managers.

⬥ Managed back-office operations groups including originations on-boarding, servicing lien release and Bankruptcy/Legal.⬥ Led Kaizen events with value chains to identify process gaps and establish remediation efforts.⬥ Led voice of the customer sessions with value chain management to identify customer requirements for new product development and process improvement initiatives.⬥ Developed and delivered executive level presentations with ability to clearly lead communication sessions with executives, managers, and project team.⬥ Proactively and effectively managed issue escalation and change control processes.