Dynamic and result-oriented senior leader guiding high performing teams and spearheading strategic initiatives across diverse operational settings. Demonstrated ability to enhance efficiency, optimize resource allocation, and drive revenue growth. A passionate leader skilled in inspiring and motivating teams, with a focus on excellence in execution and fostering a culture of collaboration, risk management and data-driven insights to uncover transformation opportunities.
Proficient in building strong relationships and leveraging an authentic leadership style to streamline processes and elevate customer experiences, ultimately delivering sustainable results and enhancing organizational performance.
As a Senior Vice President and Business Leader, I lead teams that aim to provide an exceptional experience through data driven decisions, flawless execution of business processes and efficient delivery of our products and services to the market. While fostering meaningful connections with partners, stakeholders and customers.
Lead a major transformation project by reimaging enhanced workflows and significant overhaul of standard operation procedures, leading improved effectiveness across the organization.
Served as a key business partner in national launch of over six new products, ensuring team readiness and impactful delivery.
As co-chair of inaugural launch of employee professional mentoring program, open to over 30,000 employees, devised an effective communication strategy resulting in record-high participation from by mentors and mentees for two consecutive years.
Collaborated with key stakeholders to optimize automation opportunities targeting reducing in manual activities, this multi year effort resulted in a 10% year over year improvement in efficiency.
Overview
21
21
years of professional experience
Work History
Underwriting Director, Senior Vice President
Wells Fargo, Cards & Merchant Services
Charlotte, North Carolina
05.2013 - Current
Spearheaded the management and execution of manual underwriting business processes in multiple locations to support the Cards organization's strategic initiatives.
Efficiently identified and resolved process gaps, allowing for seamless operations and ensuring adaptability for future expansion.
Approved process related communications, artifacts, and other highly sensitive functions to ensure accurate messaging and documentation.
Implemented process changes to enhance decision turnaround times and strengthen quality assurance functions
Provided guidance for improving system automation to create a seamless customer journey and ensure high-quality decisions.
Provided advice and support in responding to escalated complaints and accommodations, leading successful remediation initiatives in varying degrees of complexity.
Engaged in governance forums, credible challenge, and senior-level meetings focused on consumer card processes and risk issues.
Collaborated with Credit Risk, Legal, Compliance, Products, Marketing and other departments utilizing in-depth understanding of bank products, systems and processes.
Designed process narratives and tracked key performance indicators to evaluate effectiveness of strategies and redirect efforts when necessary.
Monitored business trend forecasts to optimize operational plans and enhance capacity, efficiency, and effectiveness.
Delivered monthly data-driven insights derived from qualitative and quantitative analysis to senior leaders for business reviews.
Facilitated talent acquisition, leadership training, and team development to foster an inclusive work environment.
Developed and executed underwriting criteria to adhere to policy and regulatory mandates.
Collaborated with cross-functional teams to enhance fraud detection methodologies and risk management practices.
Increased workflow efficiency and optimized operations within the call center by implementing streamlined processes.
Issued lending authority to employees who achieved certification in lending program proficiency.
Senior Lending Manager, Vice President
Wells Fargo, Consumer Lending
Charlotte, NC
01.2004 - 05.2013
Directed teams overseeing underwriting functions for home equity and personal loan products.
Designed and implemented evaluation plans with new measurements in line with performance management objectives for front-line staff to boost effectiveness.
Executed change management functions and led teams during high-stakes events such as economic or environmental crises.
Facilitated merger integration activities that led to cultural change and performance improvement strategies, including implementing over 100 credit policy changes.
Developed and implemented Manager Quality Review controls to ensure the effectiveness of continuous monitoring programs.
Enhanced partnership engagement with consumer bank regional markets and other lines of businesses.
Implemented centralized production workflow systems and vendor management systems designs.
Analyzed applications, performance, and loss data to ascertain appropriate risk threshold.
Optimized processes by actively engaging with team members and customers to identify and implement viable solutions.
Established underwriting standards for various financial products in collaboration with the credit risk team.
Regularly communicated progress status and project direction to senior leadership.
Collaborated with various departments to identify operational and plan corrective actions.
Developed process frameworks to pinpoint opportunities for improvement within the organization.
Analyzed intricate business problems by conducting in-depth research on the root causes, regulatory compliance requirements, and potential resolution methods. Developed strategic plans with recommended corrective actions.
Executed both short-term and long-term strategies, successfully aligning day-to-day operations with key priorities.
Education
BS - Business Administration and Management
Bloomfield College of Montclair State University
Payments Industry
Visa Bankcard Management School
Skills
Strategic leadership
Data-driven decision-making
Cross-functional collaboration
Multi-unit operations management
Underwriting
Contact Center
Fraud Prevention
Risk Management Framework
Revenue Generation
Public Speaking
Affiliations
Former Co-Chair Consumer Lending Mentorship Program
Active member, Chief Operating Office DE&I Council
Building Organizational Leadership Diversity, Alumni
Timeline
Underwriting Director, Senior Vice President
Wells Fargo, Cards & Merchant Services
05.2013 - Current
Senior Lending Manager, Vice President
Wells Fargo, Consumer Lending
01.2004 - 05.2013
BS - Business Administration and Management
Bloomfield College of Montclair State University
Payments Industry
Visa Bankcard Management School
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