Angela Thompson
Humble,TX
Summary
- Directed initiatives to strengthen relationships and communication among underwriters, processors, and closers, resulting in increased productivity and revenue. Championed leadership strategies that facilitated successful team dynamics and organizational change. Oversaw fulfillment operations to optimize efficiency and effectiveness.
- Oversaw execution of various pilot initiatives to enhance offshore underwriting processing and capital markets due diligence operations.
- Directed operations involving 300+ indirect reports and 21 direct managers to enhance team performance across multiple countries.
- Leveraged 19 years of management expertise to drive team performance and operational efficiency.
Overview
17
17
years of professional experience
Work History
Vice President of Business Development and Operations – Originations, Post Close, Servicing and Due Diligence
Visionet Systems, Inc.
Houston, TX
02.2021 - Current
- Drove operational growth by collaborating with sales teams across diverse domestic and international markets.
- Developed and executed business development strategies while ensuring exceptional client support as account executive for strategic partners.
- Spearheaded initiatives to expand business channels through strategic oversight of due diligence implementation in BFSI portfolio.
- Assessed client requirements and designed automated solutions to enhance operational efficiency.
- Directed due diligence team as primary liaison for service providers, including vendors, custodians, and valuation experts.
- Established a disciplined and effective process for managing loan purchase and sales scopes.
- Oversaw communication channels with internal and external partners to finalize whole loan trade settlements and securitization.
- Cultivated and sustained relationships with rating agencies to enhance organizational credibility.
Vice President of Global Operations – Underwriting, Processing and Closing
Sourcepoint Mortgage Services
Houston, TX
01.2019 - 02.2021
- Directed oversight of underwriting processing and closing operations across domestic and offshore locations.
- Spearheaded development of underwriting and leadership academies to establish a comprehensive career ecosystem.
- Established QA/QC department, overseeing pre-funding and post-closing processes.
- Collaborated with product and strategy teams to drive development of component business channel.
- Collaborated with MIS to design and implement a universal productivity dashboard and reporting tool.
- Oversaw management of cost and revenue forecasts.
AVP Global Operations Leader- Underwriting and Processing
Sutherland Global Services
Houston, TX
01.2015 - 02.2019
- Contributed to strategic decision-making as a member of mortgage division leadership team.
- Oversaw management of three dual-shore clients, ensuring effective communication and service delivery.
- Assisted in preparing monthly and quarterly account summaries for senior stakeholders. Collaborated with finance team to align capacity volume and productivity with revenue and contribution margin expectations.
- Assisted business analytics team with accurate reporting on ramp plans, scorecards, productivity matrices, and quality control/quality assurance reports. Supported service level agreement reporting processes to enhance operational efficiency.
- Facilitated internal and external business updates through weekly sundown calls and monthly business reviews. Conducted quarterly business reviews to assess progress and align on objectives.
- Assisted in developing playbooks, training manuals, and business requirements manuals to support program implementation. Created underwriting guides and red flag guides to aid in program success. Produced ad hoc guides to facilitate team understanding of processes.
Global Operations Leader- Underwriting
Genpact Mortgage Services
Dallas, TX
01.2011 - 01.2015
- Directed senior leadership initiatives for six underwriting accounts and one end-to-end process from underwriting to post-closing.
- Directed 17 managers across 7 diverse locations, ensuring cohesive operations and strategic alignment.
- Led a team of subject matter experts collaborating with sales and suctioning teams to facilitate contract negotiations and pilot programs for new accounts.
- Collaborated with quality control department to resolve findings and identify upskilling opportunities.
- Utilized comprehensive understanding of internal business operations and best practices to effectively manage department and drive organizational success.
- Collaborated directly with President of Mortgage Operations to align strategic initiatives.
- Assisted in preparing monthly and quarterly account summaries for Genpact senior stakeholders. Collaborated with finance team to align capacity volume and productivity with revenue and AOI expectations.
- Facilitated collaboration between sales solutioning and finance teams during new contract negotiations and existing contract renegotiations.
- Assisted business analytics team with accurate reporting on ramp plans, scorecards, productivity matrix, QC/QA reports, and SLA reporting.
Client Relationship Manager/Project Manager – Mortgage Operations
Mortgage Outsourcing Services
Irvine, CA
01.2009 - 01.2011
- Collaborated with sales team to implement new underwriting and processing accounts.
- Facilitated communication between clients and internal operations regarding hiring, coaching, developing, and supervising team members.
- Facilitated Train the Trainer programs, ensuring comprehensive understanding of workflows and service level agreements.
- Proposed enhancements for process design and workflow efficiency.
- Executed strategic initiatives leading to successful company sale.
Education
Business Administration
North Carolina A&T State University
Greensboro, NCSkills
- Facilitated team collaboration and engagement to enhance productivity and morale
- Achieved a significant reduction in underwriting deficiencies from over 15% to 26%, resulting in a 67% pull-through rate from application to closed loans Improved decision file processing times from 48 hours to 24 hours, enhancing service level agreement compliance within one month Implemented a new hiring strategy that led to a 47% decline in overall attrition in mortgage operations
- Facilitated comprehensive process changes within organizational systems to optimize operations and workflow
- Achieved successful development of operational risk management vertical Established quality control and quality assurance departments, enhancing operational efficiency Completed six sigma greenbelt project that identified gaps between sales and operations, resulting in creation of strike team Effectively managed offshoring of underwriting and processing, producing playbooks and training guides that fostered ongoing skill enhancement
- Analyzed existing processes and developed solutions for continuous improvement and optimization
- Achieved a 2-week reduction in new hire development time through effective collaboration with training department Enhanced client service by supporting existing accounts in meeting their needs Identified process gaps and improvement opportunities by observing team dynamics and workflows
- Engaged with stakeholders to build trust and facilitate effective communication
- Achieved successful development of new and existing accounts through proactive relationship management Delivered tailored solutions by collaborating with client sales transitions and solutioning teams to meet client needs Strengthened existing client relationships by identifying and resolving pain points effectively Optimized management of contractual SLAs through strategic KPI development
Timeline
Vice President of Business Development and Operations – Originations, Post Close, Servicing and Due Diligence
Visionet Systems, Inc.
02.2021 - Current
Vice President of Global Operations – Underwriting, Processing and Closing
Sourcepoint Mortgage Services
01.2019 - 02.2021
AVP Global Operations Leader- Underwriting and Processing
Sutherland Global Services
01.2015 - 02.2019
Global Operations Leader- Underwriting
Genpact Mortgage Services
01.2011 - 01.2015
Client Relationship Manager/Project Manager – Mortgage Operations
Mortgage Outsourcing Services
01.2009 - 01.2011
Business Administration
North Carolina A&T State University