Danyel Peck
West Des Moines
Summary
Director-level operations and process improvement leader with 20+ years of experience transforming customer operations, loan servicing, and consumer lending environments. Expert in workflow redesign, automation, and scalable system implementation that reduces operational friction, strengthens compliance, and elevates customer experience. Recognized for leading cross-functional initiatives, modernizing infrastructure, and driving measurable gains in efficiency, accuracy, and workforce performance. Adept at partnering with executive leadership to deliver enterprise-level operational excellence and continuous improvement.
Overview
28
28
years of professional experience
Work History
Director of Operational Initiatives
Watercress Financial Group
West Des Moines, IA
06.2026 - Current
- Enterprise-wide leader responsible for driving strategic initiatives, process optimization, and cross-functional transformation.
- Key Responsibilities
- Lead enterprise initiatives that improve scalability, automation, and operational efficiency.
- Partner with Product, IT, Compliance, and Executive Leadership to design and implement cross-functional improvements.
- Drive project execution, change management, and adoption across multiple operational teams.
- Serve as a strategic advisor on workflow optimization, system enhancements, and customer experience improvements.
Director of Customer Operations
Watercress Financial Group
West Des Moines, IA
01.2021 - 06.2026
- Senior operations executive overseeing Customer Service, Collections, and Funding for a national home-improvement lender. Directed multi-team operations, built scalable processes, and delivered enterprise-level improvements in efficiency, compliance, automation, and customer experience.
- Leadership Responsibilities & Operational Scope
- Provided strategic and operational leadership across Customer Service, Collections, and Funding, ensuring compliance, efficiency, and a consistent customer experience.
- Built the Funding department from the ground up, including workforce planning, hiring, onboarding, training, SOP development, and full operational transition into an independent department.
- Led, coached, and performance-managed a manager-of-managers structure, driving accountability, engagement, and execution across multiple operational teams.
- Developed talent and strengthened organizational bench, promoting 8 team members into leadership or advanced roles and supporting cross-functional career progression.
- Served as primary administrator for the loan servicing platform, overseeing testing, data integrity, workflow optimization, and system enhancements.
- Designed and managed a comprehensive Quality Assurance program, including audits, trend analysis, coaching frameworks, and training alignment.
- Owned capacity planning, resource modeling, and long-term operational strategy in partnership with senior leadership.
- Directed daily operational functions including escalations, chargebacks, refunds, principal advances, Paid-in-Full processing, charge-off reviews, bankruptcy and deceased account workflows, delinquent settlement review, and regulatory complaint response.
- Oversaw training design and delivery, including onboarding, ongoing development, and maintenance of all servicing SOPs and training content.
- Managed investor audits, due diligence, and operational testing to ensure compliance and readiness for external review.
- Recruited, hired, and mentored operational leaders across Customer Service and Collections.
- Led enterprise technology initiatives including telephony modernization, servicing platform enhancements, and automation projects that improved scalability and accuracy.
- Key Process Improvement Achievements
- Redesigned the payment setup workflow, automating manual steps and saving 1.5 hours of labor per day.
- Built an automated funding checklist, transforming a manual process into a queue-based workflow that eliminated missed deadlines and improved reporting accuracy.
- Migrated the chargeback workflow into a ticketing system, enabling cross-department routing, timestamped audit trails, and eliminating 30+ manual email requests monthly.
- Enhanced the Paid-in-Full loan closure process, automating small-balance write-offs, auto-closing eligible loans, and improving reporting accuracy and cycle time.
- Developed enterprise QA scorecards for Funding, Customer Service, and Collections, improving coaching consistency and compliance alignment.
- Updated compliance-sensitive customer communications, reducing regulatory risk and improving customer clarity.
- Led the transition to a new telephony platform, identifying optimization opportunities and enhancing reporting and workforce management.
- Implemented a performance-based hybrid remote-work model, improving morale, retention, and departmental equity.
- Key Initiatives & Enterprise Projects
- Transitioned the Funding function into an independent department.
- Led consumer communications strategy redesign and Five9 implementation.
- Delivered NLS servicing system enhancements (ACH automation, correspondence, issue resolution).
- Built enterprise operational reporting and KPI frameworks.
- Selected and implemented a new LMS; developed all training content.
- Led the loan servicing transfer to a new provider.
Senior Manager, Head of Operations
RedBrick Financial Group
West Des Moines, IA
01.2018 - 01.2021
- Built a U.S. loan servicing department from the ground up, transitioning a large portfolio from a third-party servicer.
- Designed and implemented the servicing platform, including recruitment, training, SOP development, and workflow design.
- Created QA incentive guidelines and reporting to track production, quality trends, and coaching opportunities.
- Conducted investor-facing transactional testing to ensure compliance and operational accuracy.
Chargeback Supervisor
Co-op Financial Services
Clive, IA
01.2014 - 01.2018
- Led a team of 30+ specialists handling fraud and dispute chargebacks for credit union members.
- Authored and maintained process documentation aligned with regulatory and business standards.
- Partnered with QA teams to conduct monthly quality reviews and deliver targeted coaching.
- Led monthly service calls with high-priority accounts to uphold SLA commitments.
Loan Administration Manager
Wells Fargo Home Mortgage
Des Moines, IA
01.2013 - 01.2014
- Led a team supporting loss mitigation and loan modification processes, ensuring compliance with investor and regulatory guidelines.
- Developed and tested new procedures to improve operational accuracy and efficiency.
- Negotiated with clients in mortgage default situations, guiding them toward sustainable solutions.
- Ensured compliance in modification documentation and maintained accuracy in account monitoring.
Loan Originator (Purchase & Refinance Lending)
01.1998 - 01.2013
- Originated residential mortgage loans for purchase and refinance transactions. Guided borrowers through the full loan lifecycle, including application, documentation, underwriting coordination, and closing. Consistently met production and compliance standards.
Education
Bachelor of Science - Business Administration (Project Management Emphasis)
Kaplan University
Des Moines, IAAssociate Degree - Business Administration / Financial Management
Institute of Business
Des Moines, IASkills
- Process Improvement & Workflow Redesign
- Operational Excellence & Automation
- Cross-Functional Leadership
- Customer Operations & Servicing Strategy
- Compliance & Risk Mitigation
- Training, SOP Development & QA Frameworks
- Change Management & Adoption
- Systems Optimization & Technology Enablement
- Team Leadership, Coaching & Talent Development
Timeline
Director of Operational Initiatives
Watercress Financial Group
06.2026 - Current
Director of Customer Operations
Watercress Financial Group
01.2021 - 06.2026
Senior Manager, Head of Operations
RedBrick Financial Group
01.2018 - 01.2021
Chargeback Supervisor
Co-op Financial Services
01.2014 - 01.2018
Loan Administration Manager
Wells Fargo Home Mortgage
01.2013 - 01.2014
Loan Originator (Purchase & Refinance Lending)
01.1998 - 01.2013
Associate Degree - Business Administration / Financial Management
Institute of Business
Bachelor of Science - Business Administration (Project Management Emphasis)
Kaplan University