Aaron Jordan Drago
Proven Transformational Leader
Concord,NC
Summary
Resourceful transformational leader with almost 20 years of experience driving operational excellence. Driven professional skilled in strategic planning and tactical execution. Highly experienced in analytics, operations management, capacity planning, workforce optimization, and business process. Passionate about customer experience and deeply talented at building collaborative partnerships and supporting employees in achieving professional success.
Overview
4
4
years of post-secondary education
14
14
years of professional experience
Work History
Home Lending Operations Leader
Wells Fargo
Charlotte, NC
10.2016 - Current
- Led national Home Equity fulfillment and origination services consisting of over 1000 team members performing processing, underwriting, closing and funding responsibilities across 8 sites accounting for more than $2B in funded applications annually.
- Maintained impeccable credit and operating quality results while navigating multiple credit policy retractions driven by turbulent macroeconomic environment.
- Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet customer demands.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Implemented disciplined Corrective Action Framework and Governance routines and cadence with risk partners to ensure timely resolution of corrective action and remediation reporting related initiatives.
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth fulfillment operations.
Head of Operations Strategy
TD Bank
Charlotte, NC
10.2014 - 10.2016
- Responsible for definition and execution of strategic plans across Consumer and Commercial Operations to allow Shared Services Organization to become competitive advantage for TD Bank.
- Oversaw management and implementation of AOM Operations Management Principles (OMP) across operations space supporting more than 1,800 employees to measure and improve productivity and utilization.
- Delivered insightful and actionable reporting and updates to management committee and senior leadership around key areas of efficiency including operations performance, operational risk, capacity planning, workforce optimization
- Defined strategic goals and worked with teams, departments, technology and processes to align systems to targets.
Performance Insights Executive
Bank Of America
Charlotte, NC
10.2007 - 10.2014
- Responsible for oversight of tactical execution and development of strategic plans to reduce and further remediate customer complaints across enterprise through use of complex analytical methods including data mining and root cause analysis.
- Estimated expected changes in business operations and made proactive adjustments to employee schedules and inventory levels to address needs.
- Developed consistent, repeatable measurement solutions to establish baselines and continued deepening progress against portfolio of 28MM customers holding more than $500B in investable assets with Bank of America.
- Provided analytical leadership across Banking Center, ATM and Online & Mobile Banking channels to drive and measure performance within key strategic initiatives through development and implementation of self-service business intelligence solutions.
Education
Bachelor of Science - Industrial Engineering
Lehigh University
Bethlehem, PA 09.1998 - 01.2003
Skills
Effective Risk Management
Strategic Planning & Tactical Execution
Business Process & Controls
Ability to Navigate in Highly Matrixed Environments
People Management & Talent Development
Advanced Application of Data & Analytics
Customer Experience & Resolution
Workforce Planning & Optimization
Critical Thinking & Problem Solving
Quote
All progress takes place outside the comfort zone.
Michael John Bobak
Other Experience
More than 5 years of technical and management consulting experience across multiple Fortune 500 companies in the areas of performance and incentive management, logistics and optimization, reduction of operating costs, business transformation, and strategic enterprise initiatives.
Timeline
Home Lending Operations Leader
Wells Fargo
10.2016 - Current
Head of Operations Strategy
TD Bank
10.2014 - 10.2016
Performance Insights Executive
Bank Of America
10.2007 - 10.2014
Bachelor of Science - Industrial Engineering
Lehigh University
09.1998 - 01.2003