Gregory New
San Antonio,TX
Summary
Exceptional leader of teams in banking industries such as project management, AGILE / product management, change management, mortgage sales, loss mitigation. Accomplished executive pairing 15 years of demonstrated ability to inspire, turn around, and lead top-performing teams in highly regulated and complex operational environments with 15 years of program/product management leadership and 17 years of financial operations expertise. Talented at managing and enhancing process performance through the use of Six Sigma and change management and AGILE methodologies, as well as transforming underperforming units and individuals into efficient top producers. Motivated, growth-oriented leader with an outstanding history of identifying and capturing business opportunities, as well as increasing production by focusing on quality. Passion for leading people and building relationships with staff that foster strong, healthy work environments.
Overview
18
18
years of professional experience
4
4
Certification
Work History
Executive Director: Program/Product Management Senior Manager
WELLS FARGO
01.2024 - Current
- Responsible for managing all activities and people associated with complex projects across the Chief Operations Office. Lead a team of approximately 26 direct and non-direct reports focused on the following roles: program managers, project managers, project coordinators, delivery leads, delivery coordinators, and scum masters. Provide vision and set direction for strategic cross-border and international multi-business line initiatives. Manage a portfolio of programs and products associated with a specific business strategy to obtain companywide business challenges through optimization of resources. Collaborate with and influence C-Suite leaders regarding significant trends and issues and recommend appropriate strategies or actions. Develop and guide a culture of talent development to meet business objectives and strategy.
- Lead a portfolio of 12 highly complex cross functional transformational efforts with a total budget of $387M.
- Teams delivered over $65M in efficiencies back to the Line of business through there transformational efforts through June of 2024.
- All Teams are operating at a 97.3% Quality Assurance score for the work being completed under the entire portfolio, which is up from 76% before I took over.
- Successfully implemented 174 change events in 2024.
Program/Product Management Manager
WELLS FARGO
01.2020 - 01.2024
- Responsible for, directly and through subordinates, for managing all activities and people associated with complex projects across a line of business. Lead a team of approximately 12 program/project managers and coordinators. Help assist leadership in further refining and building out this capability. Manage programs/products or associated with a specific business strategy to obtain benefits and controls. Interacts with senior leadership and major stakeholders to establish strategic plans and objectives for programs and products.
Program/Product Management Manager (Program Manager / Delivery Lead)
WELLS FARGO
01.2018 - 01.2020
- Handles a variety of complex business functions that require both strategic and tactical engagement plans. Some attributes of this role include; strong leadership, problem solving, and conflict management skills, taking initiative to fully understand the dynamics of the effort, key stakeholders, and impacted businesses, and proposing effective potential solutions to address any underlying issues. I create and maintain materials for working teams, executive management, and regulators, requiring the ability to match the appropriate content to audience requirements and demonstrate a high level of comfort communicating with senior leadership.
- In 2019 I successfully lead and implemented 10 Robotic Process Automations for the PVSi CCS Enterprise; which have a total year over year cost save of $1.99M year over year
- Lead and manage the True North Communication which helps make all EPMO communications more clear and concise for all members of EPMS
- Act as an EPD SME for all EPMS communications that are distributed
- In 2019 I was a Mentor for; 5 Program Managers, 2 Product Delivery Leads, 2 Project Managers, 1 Product/Program
- Responsible for end-to-end program/product management, following the Enterprise Program/Product Methodologies to manage all activities, required documentation, and EPM records in a Program/product life-cycle, including initiation, planning, executing, controlling, and closing
Senior Program / Product Manager
USAA
01.2017 - 01.2018
- Engage in the planning, execution, and delivery of programs and products intended to accomplish business goals and objectives within prescribed timeframes and budgets. Develop a proficient understanding of how program/product activities contribute to the achievement of strategic business goals and operational objectives. Collaborate with key stakeholders and program/product teams to ensure objectives are met. Acquires and applies foundational knowledge of the business, its products, and processes. Seeks guidance from team members to resolve issues and identifies appropriate issues for escalation. Provides team support in the resolution of escalated member-related written and telephone requests, complaints, and compliments. Communicates, both written and orally, the resolution to the member or governing authority. Communicates, both written and orally, the resolution to the member or governing authority. Analyzes and identifies root cause of complaints and develops/recommends action plans for improvement under direct supervision. Coordinates research and responses through CoSA information network. Prepares executive summaries and/or written correspondence in response to members' and/or regulatory agencies on behalf of USAA.
- Worked hand and hand with Executive leadership to establish a new Program/Product Management approach within the Real Estate Servicing business at USAA.
- Created and Lead all Program/Product that will be standing up USAA's third party oversight process within our real estate servicing business.
AVP - Operations Program / Product Manager
BANK OF AMERICA
01.2008 - 07.2017
- Provide turnkey oversight of large regional and national programs. Spearhead research of existing operations, procedures, workflow, product and service requirements for optimization purposes. Manage data analysis and troubleshooting, including cost/benefit and program/product scope analyses. Directed financial control/budgeting and consolidation, personnel processes, audit/compliance, premises, program/product coordination, associate training, service quality, process improvement, business continuity, and communication on behalf of a large, complex business unit. Establish strategic program/product direction in collaboration with senior management.
- Improved efficiency 15% by centralizing 8 program/product intake sites into one location.
- Implemented new, investor-requested modification program/product in 3 months.
- Achieved top investor ratings as first major bank to launch modification.
AVP Case Management Unit Manager I & II
BANK OF AMERICA
01.2011 - 01.2014
- Oversaw and developed 60 Process Support Associates, 60 Customer Relationship Managers, 10 Mortgage Servicing Specialist II's, and 7 Team Manager II's (137 people) while spearheading quality and production for the Fannie Mae National Mortgage Oversight (FNMA NMO) site. Resolved complex NMO escalations on behalf of customers, as well as internal and external stakeholders. Helped executives develop the case management model and key processes. Built and maintained strong relationships with investors and external business partners, including the FNMA leadership team, Citi Group, and the CALPERS leadership team.
- Directed the FNMA Mortgage Help Center program, as well as a $5B CALPERS (California Public Employees’ Retirement System) portfolio.
- Performed Legacy Asset Servicing on behalf of HRD Mortgage, including loss mitigation.
- Within first year in position, transformed multiple underperforming teams into top-performing professionals that exceeded all goals and attained a top 10% performance rating company-wide.
- Ranked #1 in production and quality at 99.7%, significantly exceeding the 95% goal.
Mortgage Servicing Team Manager II
BANK OF AMERICA
01.2010 - 01.2011
- Oversaw loss mitigations for HRD Mortgage. Supervised 14 Home Service Specialist II (HSSII) personnel.
- Acted as an Assistant Unit Manager.
- Led a team of 14 Process Support Associates to exceed quality and production goals for FNMA NMO site.
- Topped 95% production and quality goal at 98.6%, earning a #1 rating.
- Trained 232 new hires in Simi Valley, California for 4 weeks.
- On-boarded 140 new hires in Simi Valley, California and 15 new hires in Chandler, Arizona over the course of 2 weeks.
Underwriter
BANK OF AMERICA
01.2009 - 01.2010
- Enabled customers to remain in their homes by making their mortgages more affordable. As a member of the Quality Control Team, reviewed coworkers’ files to ensure compliance with integrity requirements and performance standards. Trained other underwriters to handle imminent default, self-employed, and regular files.
- Helped develop a daily workflow that facilitated team’s maintenance of #1 ranking in total decisions and decisions per associate in the Chandler area.
- Recognized as top-performing underwriter at 173% of target production.
Mortgage Loan Officer / Centralized Sales
BANK OF AMERICA
01.2008 - 01.2009
- Mentored team members in time management skills, multitasking, and guideline knowledge. Helped customers refinance their property.
- Attained top producer status in quality, production and pull through rate for the Chandler site.
- Achieved 210% of sales goal (2008).
Education
Bachelor of Science - Fire Service Management
ARIZONA STATE UNIVERSITY
Skills
- Business Process Improvement
- Client Relations
- Team Leadership & Development
- Coaching & Mentoring
- Six Sigma
- Lean Management
- Change Management
- AGILE
- Program / Product, & Portfolio Management
- Risk Management
- Strategic & Operational Planning
- Product Launches
- Problem Solving
- Market Research
- Collaborative Teambuilding
- Continuous Improvement
- Cross-Functional Teams
- Matrix Organizations
- Personnel Management
- Call Center Operations
- Retail Bank Management
- Financial Services & Analysis
- Mortgage & Personal Lending
- Six Sigma Green Belt
- Project Management Professional
- Technical: SQL Microsoft Office (Word, Excel, PowerPoint, One Note, Outlook, PowerApps) Salesforce Agile RALLY JIRA PEGA UiPath BluePrism Google Cloud Five9 Celonis Alfresco Generative AI
Affiliations
- Member | UNITED WAY (2008 to Present)
- Member | NATIONAL SOCIETY OF COLLEGIATE SCHOLARS (2007 to Present)
- Eagle Scout | BOY SCOUTS OF AMERICA (2001)
Certification
- PMP - Project Management Professional
- SAFe - Scaled Agile Framework Certified
- Six Sigma Green Belt
- Lean Management Certified
Timeline
Executive Director: Program/Product Management Senior Manager
WELLS FARGO
01.2024 - Current
Program/Product Management Manager
WELLS FARGO
01.2020 - 01.2024
Program/Product Management Manager (Program Manager / Delivery Lead)
WELLS FARGO
01.2018 - 01.2020
Senior Program / Product Manager
USAA
01.2017 - 01.2018
AVP Case Management Unit Manager I & II
BANK OF AMERICA
01.2011 - 01.2014
Mortgage Servicing Team Manager II
BANK OF AMERICA
01.2010 - 01.2011
Underwriter
BANK OF AMERICA
01.2009 - 01.2010
AVP - Operations Program / Product Manager
BANK OF AMERICA
01.2008 - 07.2017
Mortgage Loan Officer / Centralized Sales
BANK OF AMERICA
01.2008 - 01.2009
Bachelor of Science - Fire Service Management
ARIZONA STATE UNIVERSITY