Amanda Pace
Product Management
Fort Worth,TX
Summary
Performance-focused manager with progressive experience in optimizing product lifecycle from requirements gathering to development and roll-out across varied market segments through exemplary team leadership. Credible history of prioritizing, leading, and driving product development projects from design to prototyping, performance testing, iteration, and final release. Adept at combining product creation, technology planning, and enterprise-level leadership to instill long-term brand loyalty and drive business scalability. Instrumental in collating, analyzing, and interpreting customer feedback into inspired products with remarkable user experience for transforming ideas into profitable ventures. Notable success in building, training, and leading cross-functional teams by embedding a culture of innovative thinking to design and implement the infrastructure for applications and web consoles.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Business Architecture and Process Improvement Supervisor
AVP, Colonial Savings, F
01.2021 - Current
- Support business architect and process improvement manager in creation and implementation of sustainable mortgage production process improvement model and culture
- Manage designated workstreams for business architecture projects by performing assigned tasks autonomously
- Deliver advice, guidance, and process improvement best practices to business partners and key stakeholders
- Direct several activities of business architecture staff to support project requirements and address production-impacting issues
- Deliver outstanding customer service to internal and external customers by providing support and maintenance for multiple production applications
- Establish and monitor production support metrics for maintaining adherence to service level agreements
- Foster robust relationships with technology partners by serving as a bridge among technology and production
- Lead vendors for critical defect resolution, releases, and escalations to ensure adherence to service level agreements
- Negotiated service level agreements, policies, and procedures by documenting relevant process and technical steps
- Discovered improvement opportunities and coordinated with IT for development of implementation plans by partnering closely with mortgage production management
- Conducted daily performance management and reviews by overseeing exempt/non-exempt personnel
- Led Business Architecture projects, executing designated workstreams individually as assigned
- Identified opportunities, recommended process improvements, and conducted requisite analysis
- Consulted with business partners and key stakeholders, providing guidance and best practices for process enhancement
- Coordinated Business Architecture staff activities, prioritizing projects and triaging production issues
- Supervised exempt/non-exempt personnel, conducting daily performance management and reviews
- Maintained service level agreements, policies, procedures, documenting essential process and technical steps
- Delivered exceptional customer service to internal and external customers by maintaining production applications
- Developed and monitored production support metrics, ensuring strict adherence to SLAs.
Product Owner
Colonial Savings
01.2018 - 01.2021
- Point-of-Sale
- Communicated product vision, objectives, and release plans effectively to key stakeholder groups
- Organized and prioritized release events based on projected value by coordinating with vendors
- Rectified product deficiencies, formulated mitigation plans, and escalated issues with vendors
- Partnered with Colonial's training team to develop training materials
- Cultivated productive client relationships and provided accurate time estimates for project team assignments
- Delivered exceptional assistance in creating presentation materials such as project plans and work breakdown structures
- Communicated application problems and concerns to key stakeholders, including management
- Delivered technical and helpdesk support, including application assistance
- Achieved desired goals by leading development, enhancement, and implementation of point-of-sale (POS) application across all mortgage production business channels
- Enhanced product value via current state analysis and roadmap feature scrutiny
- Conducted interviews and product assessments to document business and functional requirements
- Identified and addressed impediments to solution plans, business objectives, and implementation
- Maximized product value through comprehensive current state analysis and roadmap features examination, delivering enhancement recommendations
- Resolved product deficiencies in collaboration with vendors, identified mitigation plans, and escalated issues as necessary
- Conducted interviews and product analysis for thorough documentation of business and functional requirements
- Engaged with Colonial's training team, collaborating on the development of suitable training materials
- Fostered and maintained effective, positive relationships with clients
- Assisted in preparing essential presentation materials including project plans, work breakdown, structure and communication documents
- Communicated application problems and issues to key stakeholders, including management.
Retail Division Operations Manager
Colonial Savings
01.2017 - 01.2018
- Managed and maintained pipeline within Retail Division for strict compliance with all mortgage regulations
- Coordinated with training department to address identified training requirements
- Ensured loan compliance and delivery to investors through comprehensive review of all loan file data
- Collaborated with various departments to streamline processes for new or revised procedures for production staff
- Conducted supplemental training for operations personnel upon identifying requirements
- Achieved reductions in origination errors detected in post-Closing, leading to a substantial decrease in investor buybacks
- Developed successful mitigation strategies to address regulatory violations, resulting in lifting MRA findings by the OCC, an agreed solution by both branch and regulators.
Business Process Trainer
Colonial Savings, F
, A.
01.2016 - 01.2017
- Established training materials for production users, including videos, presentation decks, and quick reference guides as well as delivered either in person or through webinars
- Organized and delivered comprehensive multi-day onsite training for all new recruits
- Organized impactful training on innovative technology by collaborating closely with vendors and key stakeholders
- Comprehended and documented processes and procedures by identifying potential areas of improvement
- Established and documented originations process and procedures, facilitating LOS navigation for new employees
- Conducted comprehensive user training to ensure adherence to the new paperless process upon the organization's transition to a paperless workflow.
Mortgage Loan Officer
Nationstar Mortgage
01.2015 - 01.2016
- Delivered accurate guidance to colleagues on mortgage guidelines and loan structuring
- Streamlined loan process from origination to closing by ensuring exceptional client experience
- Negotiated mortgage loans worth $31M via diverse relationships and referral sources
- Performed analytical tasks such as global and personal cash flow analysis, credit evaluation, financial trend prediction, credit assessment involving review of W-2s, DTI and LTV calculation, and tax return analysis
- Recaptured interest and demonstrated loan origination value to borrowers, utilizing expert level structuring skills to identify optimal loans for achieving borrower financial goals.
Skills
- Product Lifecycle Management
- Continuous Process Improvement
- Project Planning & Delivery
- Quality Assurance & Control
- Strategic Operational Planning
- Performance Optimization
- Team Development/Leadership
- Stakeholder/C-Suite Engagement
- Performance Improvement
Certification
Certified Scrum Product Owner (CSPO) - Scrum Alliance
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Timeline
Business Architecture and Process Improvement Supervisor
AVP, Colonial Savings, F
01.2021 - Current
Product Owner
Colonial Savings
01.2018 - 01.2021
Retail Division Operations Manager
Colonial Savings
01.2017 - 01.2018
Business Process Trainer
Colonial Savings, F
01.2016 - 01.2017
Mortgage Loan Officer
Nationstar Mortgage
01.2015 - 01.2016