Angela Schauf
Summary
Enthusiastic leader with over 22 years of experience planning, leading and improving operational functions. Experienced in ensuring operations conform to company standards, best industry practices and applicable regulations. Strategic in developing policies, managing loan boarding and servicing activities, delivering on commitments to internal and external clients. Focused on working with diverse personality types by embracing diverse perspectives and speaking and acting with integrity to overcome obstacles and drive improvements with a positive approach. Results driven professional with accomplished communication skills, and utilizes critical thinking and analytical skills for successful problem solving and effective implementation of business strategies.
Overview
27
27
years of professional experience
Work History
Sr. Operations Manager
Silicon Valley Bank
03.2016 - Current
- Lead Global Loan Operations loan boarding and client portal support teams across 3 locations. Responsible for boarding and servicing functions for SVB's $29B loan and letter of credit portfolio. Perform ongoing review of organizational structure and workforce strategy. Make strategic recommendations regarding necessary changes/adjustments to meet business needs
- Manage client experience by maximizing key working relationships, determining client service attributes most relevant and meeting or exceeding service levels
- Manage departmental client and business partner escalations, and bank incidents identifying appropriate resolutions to ensure a positive client experience
- Manage staff training and development in accordance with our guidelines, policies and procedures with a Growth Mindset
- Deliver annual performance evaluations and ongoing coaching for staff
- Manage Employee Engagement & Enablement by meeting regularly with direct reports and my manager, individual observations and group trainings, employee recognition, being a mentor, delivering on initiatives that focus on removing employee pain points, establishing development and succession planning, integrating SVB Values and Success Drivers into every day way of thinking and acting
- Assess, implement and manage an adequate system of controls to minimize and mitigate financial, regulatory, legal and reputational risks to the Bank. Worked directly with SOX PMO, BROs, Enterprise Wide Risk Management and GLO Governance
- Manage a unified approach and organization to manage Risk across Global Operations with KPI dashboards, identifying risk factors, audit feedback/results, creation and implementation of procedures for operational processes, and compliance with protecting our client's privacy and SVB's reputation
- Prepare documentation and conduct walkthrough with auditors, prepare audit responses and special project implementation required to remediate audit findings
- Develop and implement initiatives targeted to improve business unit performance and productivity including continuously improving and automating processes for efficiency
- Incident Manager for the SVB Incident Management Team from 2011 to 2016. Facilitated incident calls with key stakeholders to remediate the incident, communication required and postmortems to prevent recurrence and improvement opportunities
Operations Manager
Silicon Valley Bank
03.2012 - 03.2016
Operations Department Manager
Silicon Valley Bank
03.2010 - 03.2012
Operations Supervisor
Silicon Valley Bank
02.2008 - 03.2010
Sr. Operations Specialist
Silicon Valley Bank
04.2006 - 02.2008
- Managed and serviced a portfolio of clients with working capital lines of credit
Credit Services Supervisor
ACS Inc/Office Depot
11.1997 - 09.2005
- Created a fraud detection and prevention department of online orders for the Tech Depot division of Office Depot
- Designed workflow process and established automated fraud detection parameters
- Managed direct reports in a national credit center environment
- Managed a work queue for quality assurance, customer service inquiries, account verification, commercial & consumer credit collections, credit analysis, and fraud prevention
- Worked and coordinated directly with clients, a nationwide sales staff, customer service departments, and order entry associate
- Analyzed KPI reporting for processed orders, verified account information, and fraud prevented and losses sustained
- Reduced bad debt 0.64% decrease in write-offs and increased sales by $424,000 within 1 year
Education
BBA - Marketing
Wichita State University
Wichita, KSSkills
- Effective leader
- Relationship building
- Team collaboration
- Staff training/development
- Stakeholder relations
- Problem resolution
- Performance monitoring
- Incident Management
- Process and procedure development
- Process implementation
- Risk assessments
- Risk mitigation
Accomplishments
2018 & 2012 Spot Awards, SVB Operations Recognition Recipient
2015 Spot Award, SVB Incident Manager
2011 SVB Operational Excellence Award Receipant
“One of the Faces of SVB” 2006 Annual Report Cover
Office Depot Credit Employee Of The Year 2004
Timeline
Sr. Operations Manager
Silicon Valley Bank
03.2016 - Current
Operations Manager
Silicon Valley Bank
03.2012 - 03.2016
Operations Department Manager
Silicon Valley Bank
03.2010 - 03.2012
Operations Supervisor
Silicon Valley Bank
02.2008 - 03.2010
Sr. Operations Specialist
Silicon Valley Bank
04.2006 - 02.2008
Credit Services Supervisor
ACS Inc/Office Depot
11.1997 - 09.2005
BBA - Marketing
Wichita State University