Summary
Overview
Work History
Education
Skills
Affiliations
Timeline
Generic

Luis E. Pesantes

Executive Director
Delaware,Ohio

Summary

Dynamic global executive with 21+ years of success in mortgage services and financial operations, leading organizations of 300+ employees across the U.S. and Philippines. Proven ability to drive operational excellence, regulatory compliance, and large-scale transformation, delivering measurable business outcomes including global footprint expansion, double-digit efficiency gains, and flawless audit performance. Recognized as a people-first leader who develops high-performing teams, strengthens client and stakeholder confidence, and fosters a culture of innovation, accountability, and collaboration. Consistently selected to lead enterprise-wide initiatives and executive leadership programs, reflecting a reputation as a trusted advisor, strategic operator, and future Managing Director.

Overview

14
14
years of professional experience

Work History

Executive Director - Home Lending Customer Assistance Support

JPMorgan Chase
09.2022 - Current
  • Lead a global organization of 300+ employees across the U.S. and Philippines, driving operational excellence and customer experience improvements.
  • Expanded Customer Assistance Solutions team to Manila, increasing offshore footprint from 19% to 40%, optimizing cost structure and scalability.
  • Implemented strategic resource and inventory prioritization, achieving 100% audit pass rate (10/10) and consistent SLA compliance.
  • Deployed Loss Mitigation Workflow (LMW) tool and DocuSign automation, reducing manual processes and enhancing efficiency across workflows.
  • Strengthened team engagement and leadership capability through enterprise scorecards, development workshops, and global town halls, boosting employee retention and productivity.

Executive Director - HL Servicing Support

JPMorgan Chase
11.2018 - 09.2022
  • Directed enterprise-wide initiatives to improve operational efficiency, regulatory compliance, and customer satisfaction across Home Lending Servicing.
  • Oversaw OREO Firmwide Governance team, ensuring process rigor, governance standards, and risk management controls.
  • Delivered automation solutions that reduced manual workloads, lowered operating costs, and accelerated cycle times.
  • Achieved flawless audit and exam performance, maintaining a robust control environment.
  • Championed a culture of diversity, opportunity, and inclusion while driving measurable gains in employee engagement and collaboration.

Operations Manager II, VP - FHA Conveyance

JPMorgan Chase
02.2016 - 12.2017
  • Built and led a newly created FHA Conveyance team, aligning multiple lines of business and external vendors to improve asset disposition processes.
  • Established operational controls and workflows that enhanced efficiency and regulatory compliance.

Operations Manager II, VP - Foreclosure Operations

JPMorgan Chase
10.2011 - 01.2016
  • Directed non-judicial foreclosure inventory across multiple states, managing vendor relationships and quality control teams.
  • Strengthened compliance and operational consistency, ensuring adherence to complex regulatory requirements during a high-volume period.

Education

Finance

Florida Atlantic University
Boca Raton, Florida
05.2001 -

Associates of Arts - Business

Broward College
Davie, Florida
05-2003

Skills

  • Strategic Leadership & Innovation
  • Operational Excellence & Quality Control
  • Regulatory Compliance & Risk Management
  • Team Development & Engagement
  • Stakeholder Relationship Management
  • Data Governance & Analytics
  • Process Improvement & Strategic Business Planning
  • Capacity Modeling & Performance Evaluations
  • Budgeting & Financial Management
  • Productivity Improvement & Complex Problem Solving
  • MS Office & Time Management

Affiliations

  • JPMorgan Chase
    Accelerate Leadership Development Program – Graduate, July 2025 Firmwide Cohort
    VP Academy Leadership Program – Executive Sponsor (2020–2024); Graduate, Inaugural 2018 Cohort
  • McKinsey Academy
    Hispanic & Latino Executive Leadership Program – Graduate, 2023 Global Cohort
  • Community Leadership
    Olentangy Cubs Travel Baseball – Board Member & Head Coach (2020–2023)


Timeline

Executive Director - Home Lending Customer Assistance Support

JPMorgan Chase
09.2022 - Current

Executive Director - HL Servicing Support

JPMorgan Chase
11.2018 - 09.2022

Operations Manager II, VP - FHA Conveyance

JPMorgan Chase
02.2016 - 12.2017

Operations Manager II, VP - Foreclosure Operations

JPMorgan Chase
10.2011 - 01.2016

Finance

Florida Atlantic University
05.2001 -

Associates of Arts - Business

Broward College
Luis E. PesantesExecutive Director
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