Michelle Morrigan
Gilbert,AZ
Summary
- Certified SAFE Agile practitioner with specialty focus on data analytics and infrastructure.
- Accomplished operations executive with extensive industry expertise.
- Proven success in leading large, remote organizations while driving operational process enhancements and compliance.
- Proficient in data-driven decision-making, KPI development, and optimizing operational processes.
- Strong communicator with adeptness in public speaking and written communication formats.
Quality-driven Product Manager with 5-year background carrying products from conception to production. Excellent technical knowledge and presentation skills. Firm grasp of product composition, structure and applications.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Agile Product Manager, Mortgage Servicing IT
Computershare Loan Services
Remote
01.2022 - Current
- Spearhead cloud conversion and Power BI self-serve implementation for enhanced data utilization
- Utilize Agile SAFE methodology to plan, prioritize, and deliver data and analytic products
- Own technology roadmap and consistently meet 85-90% of feature objectives
- Strategize with product owners to produce effective user stories
- Develop extensive acceptance criteria to ensure targeted business objectives are met
- Work as liaison between operations and IT to develop product strategy.
- Developed product roadmaps to help guide the development of new products.
- Collaborated with stakeholders to define product requirements and user stories.
- Created processes and procedures that ensure high quality products are delivered on time.
- Analyzed data from various sources such as customer feedback, usage metrics, A and B testing results to inform product decisions.
- Prioritized features in order to maximize impact while meeting budget constraints.
- Participated in design reviews to ensure usability standards are being met throughout the product development cycle.
- Led project planning sessions to map out timelines for feature releases.
- Performed post-launch analyses to measure success of feature rollouts.
- Provided technical guidance during troubleshooting efforts when needed.
- Engaged customers through interviews to define product vision, features and releases.
- Helped coordinate testing to verify quality and usability of new product features.
- Defined and analyzed product metrics to facilitate growth of product.
- Worked with engineers to improve user experience and confirm builds meet user specifications.
Contracted Agile Product Manager, Mortgage Servicing Vendor IT
Company Confidential
Remote
06.2019 - 12.2021
- Acted in capacity of contracted product manager utilizing Agile SAFE methodology
- Collaborated with operations organization to identify and develop product solutions to improve processes and client satisfaction
- Worked with operations team to develop large-scale process tracking system, including development of C-level dashboards and productivity tracking reports
- Performed extensive requirements gathering and authored acceptance criteria and user stories
- Consistently met 90-95% of feature objectives with minimum PI rollover and on-time delivery.
- Developed product roadmaps to help guide the development of new products.
- Collaborated with stakeholders to define product requirements and user stories.
- Created processes and procedures that ensure high quality products are delivered on time.
- Analyzed data from various sources such as customer feedback, usage metrics, A and B testing results to inform product decisions.
- Participated in design reviews to ensure usability standards are being met throughout the product development cycle.
- Worked closely with engineering teams to ensure feature specifications are understood and implemented correctly.
- Performed post-launch analyses to measure success of feature rollouts.
- Provided technical guidance during troubleshooting efforts when needed.
- Identified product gaps and generated innovative ideas to expand market share, improve customer experience and drive growth.
- Worked with engineers to improve user experience and confirm builds meet user specifications.
- Helped coordinate testing to verify quality and usability of new product features.
- Defined and implemented cost reduction strategies throughout product development lifecycle to maximize profitability.
- Managed product demonstrations, testimonials and benchmarks for performance evaluation.
Executive Director of Operations, Servicing Operations Redesign & Robotics Process Automation
Chase Home Lending
Phoenix, AZ
01.2016 - 05.2019
- Directed cross-state teams of experts in operational re-engineering of foreclosure, bankruptcy, loss mitigation, claims, and REO departments
- Leveraged robotics process automation (RPA) to enhance efficiency and risk mitigation
- Achieved 73% average improvement in operational processes and streamlined compliance through RPA
- Collaborated with C-suite leaders to develop operational dashboards and deliver clear communication
- Utilized Agile SAFE methodology to deploy improvement processes, including A/B testing.
- Ensured effective communication between staff members at all levels of the organization.
- Provided guidance on long-term planning initiatives related to strategic growth opportunities.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Coordinated with other departments to ensure organizational objectives were met in a timely manner.
- Monitored departmental progress against established goals and objectives.
- Provided leadership for cross-functional teams to manage projects from conception through implementation.
- Led process improvement initiatives to enhance operational efficiency and effectiveness.
- Implemented best practices related to operational policies and procedures across all departments.
- Established key metrics for measuring performance against established targets in order to drive continuous improvement efforts.
- Collaborated closely with executive team members on decision making regarding business strategy and direction.
- Initiated new programs or initiatives designed to increase productivity or profitability.
- Analyzed operational processes and implemented continuous improvement initiatives to promote profitability and efficiency.
- Evaluated failures in operational processes and conducted root cause analysis to find problem sources.
- Accomplished leader, skilled at maximizing employees skills and knowledge, to achieve highest performance goals.
- Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
- Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
- Developed operational policies and processes, guaranteeing staff maintained compliance with federal, state and local laws and regulations.
- Managed, troubleshot and improved automation programs.
- Served as strategic advisor and functional expert on critical strategic and operational matters.
- Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.
- Monitored outcome measures, program outcomes and performance improvement.
- Expanded business operations through new process development and strategic planning.
- Set up automation frameworks, tools and methodology to assist future users and streamline automation.
- Developed technical solutions to resolved complex range of problems.
- Optimized implementation strategies by conducting thorough needs and gaps analysis processes in advance of changes.
- Analyzed data to identify trends in order to develop solutions for operational problems.
- Drove process improvements and automation by initiating job reviews and combining workflows.
Executive Director of Operations, Repurchase & Compensatory Fee Demands
Chase Home Lending
Phoenix, AZ
03.2011 - 01.2016
- Led 250+ operations team across four states, focusing on curtailments, repurchases, and MI claims
- Implemented strategies to defend against default servicing errors, resulting in reduced monetary claims
- Enhanced operational efficiency with a 56% reduction in payable fees through operational process redesign
- Redesigned repurchase demand process, minimizing negative equity loan repurchases
- Designed MI claim curtailment appeal process, achieving a 48% reduction in curtailments
- Established quality control and compliance division for Loss Mitigation activities.
- Provided guidance on long-term planning initiatives related to strategic growth opportunities.
- Developed and implemented operational strategies to improve efficiency, reduce costs, and maximize customer satisfaction.
- Created and maintained budgeting processes that monitored financial performance and ensured accountability.
- Oversaw personnel management activities such as recruitment, training, development, and performance evaluations.
- Monitored departmental progress against established goals and objectives.
- Provided leadership for cross-functional teams to manage projects from conception through implementation.
- Led process improvement initiatives to enhance operational efficiency and effectiveness.
- Analyzed data to identify trends in order to develop solutions for operational problems.
- Implemented best practices related to operational policies and procedures across all departments.
- Established key metrics for measuring performance against established targets in order to drive continuous improvement efforts.
- Collaborated closely with executive team members on decision making regarding business strategy and direction.
- Accomplished leader, skilled at maximizing employees skills and knowledge, to achieve highest performance goals.
- Led organizational development changes, enabling organization to better respond and adapt to industry and market changes.
- Developed highly effective working relationships with other departments by being positive and constructive leader.
- Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
- Developed operational policies and processes, guaranteeing staff maintained compliance with federal, state and local laws and regulations.
- Served as strategic advisor and functional expert on critical strategic and operational matters.
- Led employees to develop high-performing diverse teams and deliver on ambitious goals and objectives.
- Monitored outcome measures, program outcomes and performance improvement.
- Expanded business operations through new process development and strategic planning.
- Revamped internal procedures into clearly defined structure, resulting in higher quality services and cost reductions.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Monitored progress by establishing plans, budgets and measuring results.
Education
Bachelor of Science (BS), Business Management -
University of Phoenix
Skills
- Prioritization and Execution
- Improvement Metrics Measurement
- Product Lifecycle Management
- Product Roadmaps
- Usability Studies
- Interpersonal Communication
- Project Planning
- Requirements Building
- ROI Analysis
- Research and Trend Analysis
- Database Management Systems
- Stakeholder Alignment
- Scrum Framework
- End to End Feature Delivery
- Product Vision and Strategy
- A/B Testing
- Teamwork and Collaboration
- Product Issue Resolution
- Strategic Planning
- Project Management
- Critical Thinking
- Stakeholder Relations
- KPI Tracking
- Narrative Use Cases
- Business Development
- Requirements Gathering
- Product Development
- Cross Functional Leadership
- Documentation Management
- Data Analytics
- Stakeholder Communications
- Roadmap Development
Certification
- SAFE Certified
Timeline
Agile Product Manager, Mortgage Servicing IT
Computershare Loan Services
01.2022 - Current
Contracted Agile Product Manager, Mortgage Servicing Vendor IT
Company Confidential
06.2019 - 12.2021
Executive Director of Operations, Servicing Operations Redesign & Robotics Process Automation
Chase Home Lending
01.2016 - 05.2019
Executive Director of Operations, Repurchase & Compensatory Fee Demands
Chase Home Lending
03.2011 - 01.2016
Bachelor of Science (BS), Business Management -
University of Phoenix
- SAFE Certified
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