Steven Sidman Email & Phone Number

West Des Moines, Iowa, United States

West Des Moines, Iowa, United States

•Consulted with various business lines to develop, enhance, and automate the control environment to reduce risk and improve productivity.•Built control procedures including all relevant internal and external guidelines.•Facilitated Risk & Control Self-Assessment (RCSA) workshops including identifying and rating business risks, aligned controls, and Major Compliance Requirements (MCR).•Strategized with front-line, first, and second level audit partners to identify enhancements to processes and controls.•Partnered with Issue Management as a Risk Manager Liaison to resolve complex issues identified by the business and outside sources.•Participated in Enterprise Risk Identification & Assessments (ERIA) as the Control Lead for supporting business lines.

Des Moines, Iowa, United States

Hired, trained, and managed a newly built team of managers, case owners, workflow coordinators, and business initiative consultants to handle line of business (LOB) complaints for various Commercial Banking LOB customers.• Analyzed complaint trends and other various data points to discover key areas of focus for our team and created actions plans to improve team member and customer experience in quality and turn times.• Created roadmaps, process improvement plans, and quality checkpoints with measurable milestones in response to internal and external feedback.• Collaborated with remediation teams to coordinate in-depth analysis for customer harm, established standards for making the customer whole, and led customer contact campaigns to proactively advise customers of any issues.• Developed processes/procedures, routines, and training materials for working complaints while ensuring all enterprise, external regulatory policies, and state/federal legal rulings were followed.• Built operational reporting and collaborated with the data teams to create operational reporting dashboards that have been adopted across the enterprise.• Participated in Waterfall and Agile releases as a product owner, subject matter expert (SME), and tester for new releases of the complaints workflow tool.• Established a culture of collaboration amongst all my teams ensuring partnership across a multitude of business lines.• Communicated powerfully and prolifically with business partners, team members, peers, and senior leaders regarding a variety of topics in a variety of formats.

Des Moines, Iowa Area

Performed various project related tasks to help create a centralized platform for multiple Lines of Business, close out a mandatory consent order, and developed key reporting.• Facilitated business requirements sessions with the lines of business and technology teams to construct business requirement documents for the creation of new centralized workflow tools.• Led portions of Waterfall and Agile sessions as workflow tool development progressed from design to implementation.• Built current and future state process maps for systems and processes to help find and remove roadblocks in the process, thus creating efficiencies and cost savings.• Created and maintained operational reporting to track progress against consent order goals/deadlines as well as built reporting for proactive production/pipeline management once the consent order closed.• Facilitated bi-weekly calls with regional leaders to gain status of outstanding items and gain commitments for resolution.• Conducted in-depth analysis of current state systems and processes and made recommendations to leadership about sustainability of those systems and processes.

West Des Moines, Ia

Managed a team of 15-30 highly skilled analysts, managers, and implementation consultants working highly complex and escalated customer complaints. Led multiple change initiatives in varying degrees of size and scope as project lead, project sponsor, SME, and product owner.• Managed highly skilled team members and managers working on highly escalated customer complaints coming from media outlets and state Attorney General offices.• Regularly provided recommendations/resolutions to influence Senior Leaders, legal, and external regulators in order to resolve complex, escalated issues and minimize risk to the organization via virtual and in-person meetings.• Led work efforts to complete no less than 8 remediation efforts of varying impact from 28 customers to over a million.• Facilitated weekly change prioritization calls to ensure change initiatives were vetted and progressing appropriately.• Matrix management of team members working on various high risk initiatives including, daily pipeline management, specialized projects/initiatives, remediation, and consent order work.• Developed, documented, and maintained processes and procedures as the process owner for more than 50% of the departments working procedures.• Maintained, created, and actively utilized reporting in a variety of systems including Tableau and Excel.• Acted as a consultant for internal/external business partners to ensure efficiency, quality, and consistency of work.• Partnered with technology teams to redesign, develop, and implement large scale overhauls of technology.

West Des Moines, Ia

Managed and maintained inventory and compliance for a variety of customer complaints. Provided coaching to team members on an as needed basis. Maintained employee records. • Facilitated on-going support, training, and side-by-side coaching to team members as needed.• Designed and implemented numerous process improvements to ensure we remained the model of Best in Class service for the industry.• Reviewed professional business letters and provided feedback/coaching to team members to improve writing skills.• De-escalated high-level customer complaints and completed complex research to rebuild long- lasting relationships between Wells Fargo and the customer.