Led a team of 60 issue management and business continuity professionals supporting the global merchant services line of business. Transformed the team within a six-month timeframe from a function-centric model with numerous hand-offs to one centered around architected process with zero hand-offs.Selected Achievements:- Defined the strategic direction and business strategy enabling the team to deploy a new operating structure with a simple, efficient process. This expanded capacity enabled the team to execute to a 45% increase in volume with a 25% reduction in staff while achieving a 75% cycle time reduction.- Significantly enhanced the service model driving satisfaction ratings from 62% to greater than 95%.- Enhanced cost center financials by adding an offshore talent resource blend and eliminating two layers of management in lieu of a flat, vibrant organization. Engaged in contract negotiations for offshore talent.- Implemented a self-sustaining training model to facilitate continuous learning and foster team mobility.- Built smart controls into the process including BOT automation leading to a favorable Corporate Audit rating.- Enhanced corporate resilience by strengthening and routinely testing the defined business continuity plans.

Directed a team of risk specialists supporting all aspects of payment services to assist leadership in the management of operational risk. As the first line of defense, partnered with various stakeholders (e.g., Compliance, Legal, Operations Risk Oversight) to drive a risk mindset into all aspects of operational execution.Selected Achievements:- Matured the Risk and Control Self-Assessment program supporting operations and sales bringing clarity of process, risk and control to each operational function including relationship management, boarding, fraud, credit operations, disputes, and customer service.- Brought process discipline to the control team by implementing a risk management process with detailed procedures to assist staff in the disciplined execution of assessing risk, data mining to aide the assessment testing controls, validating action plans. The procedures also included conducting spot inspections as well as ongoing monitoring of key risk indicators, identified business issues and loss reporting.- With the appropriate governance frameworks in place, closed numerous regulatory Matters Requiring Attention that enabled the firm to close the government’s consent order.- Utilized best practices with subject matter expertise to achieve a fully mitigated operational risk environment through consistency of process execution with action plans closing on time and zero adverse audits successfully closing gaps as well as mitigating operational, third party, reputational and fraud risk.- Leveraged extensive management skills to cultivate a true sense of ‘team’ by empowering staff utilizing a sound risk management framework, instilling a culture of accountability through disciplined execution, and coaching / mentoring them with specialized career development plans. Timely and consistent communications resulted in a motivated team with the highest employee satisfaction scores in the line of business and gaining a reputation as a team where people want to work.

As head of operations, was responsible for customer support and operational execution for the company building automated decisioning systems to support the mortgage, insurance, and higher education finance industries. Selected Achievements:- Instilled a robust methodology for rule engineering which equipped the technology staff to effectively embed investor guidelines and risk evaluation models into Overture’s solutions.- Led the team to build a Fortune 50 company’s platform for its Structured Products insurance business. Partnered with a global services and technology company to integrate its servicing system into the end-to-end solution. As part of this solution, enabled clients to proactively manage their aggregate risk.- On-boarded new investors to Overture’s Evaluate solution enabling automated underwriting of new loans for purchase consideration. This allowed for significantly enhanced ability to manage their overall risk exposure.

Directed a team of 75 risk specialists supporting all aspects of mortgage default to assist leadership in the management of operational risk exposure. As the first line of defense, worked closely with senior leadership across the business to define and manage a risk exposure reduction plan.Selected Achievements:- Implemented a baseline Risk and Control Self-Assessment program supporting Financial Operations, Collections, Valuations, Equity Analysis, Credit Line Review, Breach, Foreclosure, Bankruptcy, Recovery, Property Preservation, Invoice Processing and REO.- Within the enterprise risk management architecture, successfully closed numerous regulatory Matters Requiring Attention that enabled the firm to close the government’s consent order.- Brought process discipline to the control team by engineering and implementing a Manage Risk process. Developed procedures to assist staff in the disciplined execution of control testing and action plan validations.- Offered governance support to ensure accurate and timely execution of foreclosure activities.- Facilitated strategic planning for the department including development of annual objectives, department organization, headcount allocation and forecasting, and process improvement initiatives.- The team conducted more than 600 distinct control tests on an annual basis providing process-level risk exposure visibility to operations leadership as part of the firm-wide governance framework.- As part of the process, instilled a continuous improvement program to evaluate and improve the risk assessments across all operational areas to ensure focus on the highest risk areas of the operation. This helped to facilitate operational re-designs which brought about operational efficiency / effectiveness and lead to a reduction of risk exposure through enhanced controls built into the re-designed process.

Led a team of process engineers focused on process analysis and execution of process improvements within the home lending business. Leveraged the strong analytical capability providing key insights to influence executive leadership across Marketing, Originations, Servicing and Default to obtain buy-in for transformation initiatives.Selected Achievements:- Architected a new home equity originations process with simplicity as the guiding principle. Deployed the new process impacting the entire operations including organizational structure, roles & responsibilities, capacity plans, incentive plans, training, and a new suite of documentation.- Redesigned a loan modification program in the midst of the 2008 crisis and paralysis, partnered directly with Credit Risk Management, Compliance, Legal and mortgage leadership to define a new policy, architect a new process, and rally the staff to execute to the new process resulting in a positive $7MM NIBT impact.- Collaborated with senior leaders and key stakeholders transforming the Mortgage Originations operation resulting in closing loans 33% faster, producing an 18% conversion rate improvement with a 90% gain in productivity yielding a $3MM NIBT impact.- Conducted analysis of the investor loan return rate. Based on this analysis, designed, and implemented a governance process resulting in a positive $.7 MM NIBT impact. Additionally, supported the organization’s implementation of process changes resulting in an 83-bps reduction in defects with a $5.3 MM NIBT impact.

Selected by the CIO to provide technical vision and leadership for various technology security initiatives with oversight for project management, budget development, technical design analysis and execution, requirements analysis, and business management. Directed a team of 25+ professionals to manage business and technology risks in support of an auto finance division. Led risk assessment and exposure management, intrusion detection and prevention initiatives, technical security monitoring, disaster recovery planning and testing, and business continuity planning. Ensured risk management programs were in compliance with Sarbanes-Oxley and Graham-Leach-Bliley requirements.Selected Achievements- Increased customer satisfaction scores by 41% and elevated employee retention rates to 92% by implementing a common vision and strategy across the organization to effectively address staffing levels and business priorities. - Redesigned and simplified 36 IT security and control processes into 2 main processes supporting an organization with a $118 million budget to build and support risk and control management throughout all facets of the enterprise. - Achieved 100% success in management control testing (Sarbanes-Oxley) and 37% reduction in costs by designing and implementing more than 200 controls in-house, while ensuring accountable executive ownership. - Restructured and embedded 68 risk management controls within processes that supported more than $13 billion in annual originations volume and an outstanding loan portfolio valued at $22 billion. - Attained 95%+ technical compliance scores covering 756 servers in six primary U.S. locations by fostering team collaboration across cross-functional teams supporting technology operations and corporate IT risk office.- 75% reduction in audit findings achieved by successfully developing and implementing a team-based business strategy to establish sustainable risk and control management programs.

Led team of 13 project managers responsible for delivering projects focused on implementing tools and systems for business customers. Directed a portfolio budget and matrix organization of 70+ employees. Managed a project portfolio to develop loan origination systems that included Plano-based websites (.Net/SQL), underwriting (.Net/SQL), funding (VB/SQL), imaging (WinOcular), and IVR (InVision) systems, originating an annual volume of $9 billion in new loans. Selected Achievements- 90% attained in on-time project implementations and customer satisfaction by working closely with senior business and IT management to quickly identify and resolve project issues regarding status, budget, and scope.- Accomplished 99.99% systems availability for an environment with 100+ systems by formalizing a release management planning approach to evaluate and prioritize projects across all departments. - Managed financials for a $26 million cost center, coming under budget within a 1% variance by researching and developing processes to increase financial transparency within the department.- 23% and 38% increases generated in resource utilization and on-time project delivery by establishing a project pipeline management process to track and evaluate project resource availability throughout all project phases.