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Executive Director, Head of Mortgage Operations Resume Example

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EXECUTIVE DIRECTOR, HEAD OF MORTGAGE OPERATIONS
Professional Summary

High-performing Executive with 24 years of Financial Services experience. Strong track record of leading large production teams to achieve corporate forecast, excel in Client Experience and lead employees to high retention rates.

Skills
  • Budgeting and finance
  • Team leadership
  • Risk management processes and analysis
  • Extremely organized
  • Process implementation
  • Staff development
  • Verbal and written communication
  • Relationship building
  • Conflict resolution
  • Customer service-oriented
  • Deadline-oriented
  • Operations management
  • Consistently meet goals
  • Stakeholder relations
Work History
Executive Director, Head of Mortgage Operations, 04/2016 to Current
Morgan Stanley – Dallas, TX
  • Member of executive management team.
  • Responsible for Sales, Relationship Management, Vendor Management, Training, Business Support and Quality Management.
  • Responsible for project management team to bring outsourced mortgage platform internally to Morgan Stanley. Achieved targeted launch date of 4th quarter 2017. Forecasted funded volume in 2018 is 6.1 billion.
  • Developed new operating model to include workflow automation, capacity management, operating budget, standard operating procedures, and system business requirements.
  • Successfully hired and trained 150 employees in 9 months to support the operating model of regional. The model supports 15k Financial Advisors and 250 Private Bankers.
  • Worked directly with corporate vendor management, legal and compliance to onboard and contract 22 new vendor relationships.
  • Implemented new process for employee evaluation which resulted in marked performance improvements. Measures referrals per mortgage consultant, dispositions per relationship manager, client experience, financial advisor experience, private banker experience and overall quality metrics.
  • Introduced #45DayWrap. An initiative focused on reducing overall mortgage cycle times to support the Wealth Management client.
  • Developed communication protocols to ensure consistency in which messages were delivered to clients, financial advisors and private bankers.
  • Created working requirements for reporting dashboard to support consistent behaviors amongst sales and relationship management employees.
  • First 6 months of results show cycle times at 45 days and purchase transactions hitting close on time metrics 95% of the time.
  • Goals established for 2018 is to increase financial advisor participation rates from 33% to 50%.
Senior Vice President, National Sales Execution Executive, 10/2005 to 03/2016
Bank of America – Chandler, AZ
  • Member of executive management team. Held multiple leadership positions, including National Credit & Fulfillment Executive, Business Operations Executive and Chief Operating Officer (reverse mortgage product).
  • Led multiple divisions that supported 150 - 850 employees across multiple sites nationwide.
  • Achieved yearly funding targets upwards of 18 billion in first mortgage, home equity and reverse mortgage production.
  • Initiated key operating model change (FC Direct) introducing centralized loan officer to support retail bank network. This change resulted in increasing loan officer production at tier 4 bank branches by 150% while introducing a lower cost structure.
  • Worked directly with retail bank partners, technology, legal, compliance and marketing to introduce our FC Direct video teams. This change directly impacted how customers conducted business within a retail bank branch, allowing for face to face interaction. The change resulted in higher loan officer production at the tier 4 branch level and a lower overall cost structure.
  • Improved overall referral production from 4 per loan officer to 7 per loan officer by introducing supporting call metrics, referral per customer performance metrics and commission compensating factors. Assisted in the development of a compensation plans that supported loan purpose segmentation as well as client referral segmentation. Improvements shown in performance metrics, customer experience and revenues to the organization.
  • Created industry leading platform for reverse mortgage product focused on 45 day cycle times and 90% customer experience scores.
  • Improved referral to application metrics within reverse centralized sales by introducing retail referral partner program.
  • Improved loans per employee in both fulfillment and sales divisions by standardizing reporting, aligning performance routines and developing compensation plans to support career growth.
Vice President Operations, 10/2003 to 09/2005
Wells Fargo Bank – Riverside, CA
  • Oversaw 75 employees in Pacific Division fulfillment center funding 2.4 billion in annual production.
  • Improved fulfillment cycle times from 75 days to 45 days by introducing standardized operating model.
  • Increased loans per employee from 7.5 to 9.5 by reducing cycle times, implementing performance metrics, creating specialization within markets.
  • Decreased and stabilized employee retention rates by establishing career mentor program.
  • Cultivated and strengthened lasting client relationships, focused on improving the internal communications.
Assistant Vice President, 06/1994 to 09/2003
MBNA America Bank – Hunt Valley, MD
  • Oversaw the day-to-day operations of multiple business lines, including collections, customer service, mortgage lending and consumer finance lending.
  • Promoted into Management Development program focused on building future leaders.
  • Improved collection rates within each stage of delinquency.
  • Selected to participate in the first affinity funding with Gateway computers.
  • Recognized as top performer for funding 16 mortgage loans.
Education
Bachelor of Science: AccountingSalisbury University - Salisbury, MD
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Resume Overview

Companies Worked For:

  • Morgan Stanley
  • Bank of America
  • Wells Fargo Bank
  • MBNA America Bank

School Attended

  • Salisbury University

Job Titles Held:

  • Executive Director, Head of Mortgage Operations
  • Senior Vice President, National Sales Execution Executive
  • Vice President Operations
  • Assistant Vice President

Degrees

  • Bachelor of Science : Accounting

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