Jennifer Lee

· Leads risk management oversight for multiple Servicing & Back Office units comprising approximately 5,000 associates, under direction of three Vice Presidents. Collaborated with diverse Operational, Risk, Compliance, and Legal teams to mitigate regulatory risk and achieve targeted Objectives and Key Results (OKRs)

· Manages end-to-end remediation of approximately 75 regulatory events, development of 5 business continuity plans, oversight of around 30 regulatory controls, and coordination of multiple internal and external audits and examinations, achieving satisfactory ratings

· Develops weekly and monthly executive report outs, leveraging metrics dashboards, heatmaps, and executive summaries to effectively communicate business's health and wellness to senior leadership

· Designed and implemented numerous robust internal controls, fortifying risk management protocols and bolstering overall operational resilience

· Partnered with cross-functional teams on "Matters Requiring Attention" and "Failure Mode Analysis" projects, remedying gaps in approximately 200 policies, controls, and reports, and ensuring adherence to approximately 70 regulatory requirements

· Assisted in approximately 15 internal and external audits and exams, and organized development and implementation of remediation plans for numerous findings, resulting in substantial reduction in overall business risk exposure

· Implemented innovative strategies by challenging status quo and proposing revisions to regulatory disclosures, resulting in 40% reduction in length, improvement in overall agent handling time, all while maintaining compliance with regulatory requirements

· Developed internal onboarding program for new associates and interns, enhancing knowledge base, productivity and efficiency / transfer of skills

· Led efforts for customer-centric initiative aligned with company's mission to boost Net Promoter Scores, while also serving as certified trainer, facilitating corporate-wide rollout for approximately 3000 associates globally

· Managed high-visibility project execution as Program Manager, organizing operational readiness plans for approximately 18,000 associates. Additionally, facilitated logistical preparation for over 20 initiative launches

· Conducted post-launch leadership and associate assessments, facilitated 30/60-day focus groups, and produced executive summaries for effective decision-making

· Developed and managed associate and manager capacity for offshore supplier sites while creating milestone tracking tool that boosted production by approximately 20%

· Implemented reporting archiving batch process to enhance internal reporting efficiencies and diminish manual redundancies

· Served as Quality Assurance liaison and resource for two international supplier sites while managing global billing, FTE allocation reporting, and tracking performance level agreements