Summary
Overview
Work History
Education
Skills
Additional Information
Roles And Responsibilities
Timeline
Generic

Heather Wood

Frisco,TX

Summary

Highly accomplished Executive with extensive experience in risk management and operational design. Proven track record of driving successful initiatives in the fields of operational risk and regulatory compliance. Skilled in building and leading cross-functional teams, implementing strategic plans and delivering exceptional results. Seeking a challenging leadership role to utilize expertise in problem solving and contribute to organizational success.

Overview

14
14
years of professional experience

Work History

Performing Loans, Set Up My Loan Command Center Lead

Capital One
02.2023 - Current
  • Championed a proactive approach to risk management, employing advanced analytics tools to monitor emerging trends and preemptively address potential issues before they escalated into full-fledged crises within the domain of command center operations.
  • Fostered strong relationships with external partners such as vendors and service providers, ensuring timely support when needed to maintain optimal operational functioning.
  • Oversee day-to-day process operations for Anti-Money Laundering/Know Your Customer, Refinance Lien Perfection, Title Maintenance, and Title Release, ensuring meticulous adherence to regulatory requirements, resulting in minimizing risk across operations and enhanced customer satisfaction.
  • Establishes and monitors key performance and risk indicators/metrics across the Experience to assist with the early identification of risk trends.
  • Develops and maintains the quality standards, operating policies, and procedures and directs implementation of approved changes.
  • Drive ongoing process improvements and risk assessments, leveraging tech and data to enhance operational efficiency.
  • Process leader for the migration of customer data to a new system of record across the Servicing division of Financial Services; identifying risks, establishing a governance framework for accurate and compliant data management, monitoring project timelines to ensure a successful and timely integration.
  • Developed and lead initiatives to optimize loan command operations, achieving a 20% increase in process efficiency and regulatory compliance by overseeing the implementation, development, and maintenance of controls (operational and regulatory).
  • Coordinate with federal (OCC, FRB, CFPB) and internal auditors to provide comprehensive process overviews, ensuring compliance and minimal risk.

Navigator Platform, Dealer Navigator Command Center Lead

Capital One
02.2020 - 02.2023
  • Pioneered new governance strategies for Dealer Navigator, aligning product development with regulatory and business requirements and internal standards, resulting in enhanced platform functionality and compliance.
  • Executed risk assessments and control audits to identify improvement areas and implementing actions that reduced regulatory risks by 30%.
  • Led onboarding of new dealers, increasing platform adoption by 25% and generating additional revenue streams.
  • Analyzed dealer feedback to refine the Dealer Navigator tool, enhancing user experience and satisfaction.
  • Fostered strong relationships with external partners such as Auto Dealers and service providers, ensuring timely support when needed to maintain optimal platform functionality.
  • Establishes and monitors key performance and risk indicators/metrics across the Experience to assist with the early identification of risk trends.
  • Develops and maintains the quality standards, operating policies, and procedures and directs implementation of approved changes.
  • Drive ongoing process improvements and risk assessments, leveraging tech and data to enhance operational efficiency.
  • Coordinate with federal (OCC, FRB, CFPB) and internal auditors to provide comprehensive process overviews, ensuring compliance and minimal risk.

Strategic Partnerships and Client Development Manager

Capital One
08.2018 - 02.2020
  • Led cross-functional teams to create compelling pitches, securing high-value contracts with major automotive brands and strategic lending partners.
  • Streamlined partner onboarding processes, enhancing efficiency and ensuring seamless integration into Capital One's platform.
  • Fostered strong relationships with C-level executives, proactively resolving issues and driving mutual business growth.
  • Developed a comprehensive operating playbook for external partners, facilitating change management and improving platform participation.
  • Represented company at various industry events, meetings and conferences to solidify existing and new client relationships.
  • Assessed the regulatory environment for this new start up business, ensuring applicable state and federal requirements were mapped to the process and had the appropriate control suite developed to minimize risk.

Change Manager, Dealer Auto Command Center

Capital One
12.2017 - 08.2018
  • Spear-headed division-wide operational change management, enhancing organizational efficiency, streamlining processes that contributed to strategic business growth.
  • Established a robust change management process, ensuring smooth transitions and minimal disruption during operational shifts.
  • Facilitated monthly business reviews with senior leadership, fostering transparent communication and strategic alignment.
  • Collaborated with cross-functional teams to identify areas of improvement, leading to increased efficiency across departments.
  • Ensured compliance with industry standards by establishing guidelines, monitoring progress, and addressing deviations promptly.
  • Managed change among staff to achieve buy-in and cooperation and overcome resistance.
  • Conducted thorough root-cause analyses for issues identified within processes, resolving problems quickly to prevent recurrence.
  • Championed continuous improvement initiatives that led to enhanced operational excellence within the organization.
  • Tracked and reported top initiatives across the Dealer division, developing monthly scorecards to monitor performance across division and highlight areas of risk to C-level leaders.

Consumer Credit Risk Management, Residential Appraisal Department

Capital One
01.2016 - 12.2017
  • Implemented process efficiencies leveraging Agile/Lean methodologies to streamline residential appraisal processes, cutting cycle times by 40%, increasing operational efficiency by 25%, and ensuring compliance with zero audit findings.
  • Championed the adoption of new quality control frameworks, securing executive buy-in and improving compliance by 20%.
  • Spearheaded data-driven projects, achieving a 15% reduction in processing times and improving internal and external customer satisfaction.
  • Championed a proactive approach to risk management, employing advanced analytics tools to monitor emerging trends and preemptively address potential issues before they escalated into full-fledged crises within the domain of command center operations.
  • Fostered strong relationships with external partners such as appraisers, ensuring timely support when needed to maintain optimal and timely operational functioning.
  • Establishes and monitors key performance and risk indicators/metrics across the Experience to assist with the early identification of risk trends.
  • Developed and maintained the quality standards, operating policies, and procedures and directs implementation of approved changes.
  • Drive ongoing process improvements and risk assessments, leveraging tech and data to enhance operational efficiency.
  • Coordinate with federal (OCC, FRB, CFPB) and internal auditors to provide comprehensive process overviews, ensuring compliance and minimal risk.

Third Party Manager Lead, Home Loans

Capital One
07.2013 - 01.2016
  • Championed the creation of detailed process documentation using Agile/Lean methodologies, ensuring third-party compliance with contractual requirements and optimal business efficiency.
  • Created visual management tools to proactively track third party risks and managed remediation paths, significantly reducing risk exposure for the company.
  • Negotiated and restructured contracts with third-party vendors, achieving cost savings of 10% annually.
  • Implemented visual management systems to monitor third-party risk findings, improving issue resolution times by 20%.
  • Fostered strong relationships with external partners such as vendors and service providers, ensuring timely support when needed to maintain optimal operational functioning.
  • Coordinate with federal (OCC, FRB, CFPB) and internal auditors to provide comprehensive process overviews, ensuring compliance and minimal risk.

Chief of Staff

Capital One
07.2010 - 07.2013
  • Analyzed and optimized business schedules, improving efficiency and reducing scheduling conflicts by 20%.
  • Facilitated new hire training, achieving a seamless on-boarding process for over 50 employees.
  • Organized team-building events, fostering a collaborative and motivated team environment.
  • Streamlined executive travel arrangements, reducing travel costs by 15% .
  • Coordinated cross-functional team meetings, fostering collaboration and ensuring project milestones were met.
  • Provided comprehensive support to Executive Leaders, enabling them to focus on critical decision-making and leadership tasks to drive strategic growth.
  • Developed and managed cross-functional projects for staged and national product rollouts.

Education

Masters - Business Administration (MBA)

Western Governors University
09.2024

Bachelor of Arts - Interdisciplinary Studies

The University of Texas At Dallas
05.2011

Skills

  • Operations management
  • Regulatory Governance & Adherence
  • Change management
  • Strategic Planning
  • Problem Solving
  • Critical Thinking

Additional Information

Implemented process efficiencies leveraging Agile/Lean methodologies to streamline residential appraisal processes, cutting cycle times by 40%, increasing operational efficiency by 25%, and ensuring compliance with zero audit findings., Championed the adoption of new quality control frameworks, securing executive buy-in and improving compliance by 20%., Spearheaded data-driven projects, achieving a 15% reduction in processing times and improving internal and external customer satisfaction., Created detailed process documentation using Agile/Lean methodologies, ensuring third-party compliance and efficiency., Created visual management tools to track third party risks and managed remediation paths, significantly reducing risk exposure., Negotiated and restructured contracts with third-party vendors, achieving cost savings of 10% annually., Implemented visual management systems to monitor third-party risks, improving issue resolution times by 20%., Analyzed and optimized executive schedules, improving efficiency and reducing scheduling conflicts by 20%., Facilitated new hire training, achieving a seamless on-boarding process for over 50 employees., Organized team-building events, fostering a collaborative and motivated team environment., Streamlined executive travel arrangements, reducing travel costs by 15% and ensuring timely arrivals., Coordinated cross-functional team meetings, fostering collaboration and ensuring project milestones were met.

Roles And Responsibilities

  • Oversee day-to-day process operations for Anti-Money Laundering/Know Your Customer, Refi Lien Perfection, Title Maintenance, and Title Release, ensuring meticulous adherence to regulatory requirements, resulting in minimizing risk across operations and enhanced customer satisfaction.
  • Drive ongoing process improvements and risk assessments, leveraging tech and data to enhance operational efficiency.
  • Process leader for the migration of customer data to a new repository, establishing governance for accurate and compliant data management.
  • Lead initiatives to optimize loan command operations, achieving a 20% increase in process efficiency and regulatory compliance.
  • Coordinate with federal and internal auditors to provide comprehensive process overviews, ensuring compliance and minimal risk.
  • Pioneered new governance strategies for Dealer Navigator, aligning product development with regulatory requirements and internal standards, resulting in enhanced platform functionality and compliance.
  • Executed risk assessments and audits to identify improvement areas and implementing actions that reduced regulatory risks by 30%.
  • Led onboarding of new dealers, increasing platform adoption by 25% and generating additional revenue streams.
  • Analyzed dealer feedback to refine the Dealer Navigator tool, enhancing user experience and satisfaction.
  • Led cross-functional teams to create compelling pitches, securing high-value contracts with major automotive brands and strategic lending partners.
  • Streamlined partner onboarding processes, enhancing efficiency and ensuring seamless integration into Capital One's platform.
  • Fostered strong relationships with C-level executives, proactively resolving issues and driving mutual business growth.
  • Developed a comprehensive operating playbook for external partners, facilitating change management and improving platform participation.
  • Spear-headed division-wide operational changes, enhancing organizational efficiency, streamlining processes that contributed to strategic business growth.
  • Established a robust change management process, ensuring smooth transitions and minimal disruption during operational shifts.
  • Facilitated monthly business reviews with senior leadership, fostering transparent communication and strategic alignment.
  • Tracked and reported top initiatives, creating monthly scorecards to monitor performance across the Dealer Auto division.
  • Coordinated cross-functional teams to streamline business reporting workflows, enhancing meeting productivity and alignment.

Timeline

Performing Loans, Set Up My Loan Command Center Lead

Capital One
02.2023 - Current

Navigator Platform, Dealer Navigator Command Center Lead

Capital One
02.2020 - 02.2023

Strategic Partnerships and Client Development Manager

Capital One
08.2018 - 02.2020

Change Manager, Dealer Auto Command Center

Capital One
12.2017 - 08.2018

Consumer Credit Risk Management, Residential Appraisal Department

Capital One
01.2016 - 12.2017

Third Party Manager Lead, Home Loans

Capital One
07.2013 - 01.2016

Chief of Staff

Capital One
07.2010 - 07.2013

Masters - Business Administration (MBA)

Western Governors University

Bachelor of Arts - Interdisciplinary Studies

The University of Texas At Dallas

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Heather Wood