Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shenaz Leyva

Glendale,AZ

Summary

Armed with 18 years leadership experience within Mortgage Lending and Financial Institutions. Experience as First Vice President, leading VPs, 3 AVPs with 16 Operation Team Managers and 253 Front Line Associates, on and offshore. Experience with system and process rollout within multiple organizations. Experienced in leading teams to exceed company pull-through to achieve requirements and deliver over $130M in sales. Experienced in all areas of the mortgage banking process with 18 years mortgage lending experience. Analyze the current process and create new processes to operate more efficiently. Expert in Federal and State Regulations surrounding the mortgage industry. Managed daily activity of over 2000 loans within pipeline, funding 000 loans per month. Skilled in Identifying, analyzing and resolving challenges/issues as an optimal course of action is taken, meeting company and customer needs. Accomplished in developing, supporting and implementing employee training for a variety of loan products, processes and procedures. Reviewed residential, commercial and personal loan applications to assure accurate completion and correct documentation. Worked effectively with teams to guarantee streamlined process. Review financial statements, tax returns, credit reports, appraisals, etc. Structured residential loans to ensure fit within guidelines, based on financial information, auto value, debt to income ratios, credit score and credit depth with history etc. Communicate professionally with internal staff and external clients to provide timely, accurate and professional service.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Senior Vice President Mortgage Fulfillment

PennyMac Loan Services, LLC
01.2025 - Current
  • Provided strategic leadership as the Phoenix site lead for a major operational division, overseeing talent alignment and resource allocation for critical business functions.
  • Directed and developed a multi-tiered leadership team and a large workforce of over 400+ onshore and 50+ offshore associates, including 1 First Vice President, 5 VPs, 5 AVPs, and 12 managers, focusing on performance management and organizational effectiveness.
  • Designed and implemented robust operational processes and procedures, translating into improved workforce efficiency and talent deployment strategies.
  • Collaborated with legal and compliance teams to develop and revise policies and procedures, ensuring adherence to federal regulations and best practices in workforce management.
  • Optimized departmental workflow through strategic delegation, empowering senior leaders and fostering efficient resource utilization across large teams.
  • Oversaw comprehensive talent acquisition processes, from recruitment to onboarding, including resource provisioning for new hires.
  • Served as Executive Sponsor for the Associate Cultural Group, championing initiatives to enhance employee engagement, diversity, and inclusion.
  • Led workforce readiness and change management initiatives for new product rollouts, ensuring successful adoption through targeted training and communication strategies.
  • Contributed to strategic workforce planning by collaborating with facilities on site plans and buildouts, aligning physical infrastructure with talent needs.
  • Managed highly sensitive and escalated stakeholder issues, applying advanced problem-solving and communication skills to ensure positive outcomes.

First Vice President Mortgage Fulfillment Division

PennyMac Loan Services, LLC
04.2020 - 01.2025
  • Progressed into senior leadership, managing a team of 200+ associates (2 VPs, 1 AVP, 4 managers, 198 closing review associates) and serving as the Phoenix Site Lead.
  • Played a key role in building and establishing operational sites.
  • Contributed to process design, policy development, and talent acquisition efforts, laying the groundwork for future leadership responsibilities.

VP Executive Compliance

Wells Fargo
01.2020 - 04.2020
  • Progressed into senior leadership, managing a team of 45+ associates (1 AVP, 4 managers, 42 closing review associates) and serving as the Phoenix Site Lead.
  • Played a key role in building and establishing operational sites.
  • Contributed to process design, policy development, and talent acquisition efforts, laying the groundwork for future leadership responsibilities.

Director/VP Mortgage Fulfillment Closing Review

USAA
06.2019 - 01.2020
  • Led a team of 4 managers, 5 seniors, 41 loan closers, and 3 wire validators, overseeing daily operations and performance.
  • Partnered with legal and compliance to develop and amend policies and procedures, ensuring alignment with federal regulations.
  • Managed team performance, conducted pipeline reviews, and developed comprehensive training and coaching programs for employees, including succession planning for key roles.
  • Optimized workflow and resource allocation to meet service level objectives and desired closing dates.

Closing Manager/Acting Director

USAA
05.2015 - 06.2019
  • Acted as Director for a large operational team (4 managers, 5 seniors, 41 loan closers, 3 wire validators), managing daily activities and ensuring regulatory compliance.
  • Managed and mentored up to 18 Loan Closers and 1 Senior Loan Closer, fostering professional growth and performance.
  • Developed and delivered training programs, managed file flow, and analyzed reports to optimize turn times and prevent adverse activities.
  • Implemented succession planning initiatives within the Phoenix Closing department.

Regional Operations Director/VP Mortgage Processing

Universal American Mortgage Company
05.2014 - 05.2015
  • Oversaw 3 teams of Loan Processors, including 2 Loan Processor Assistants, 63 processors, and 4 managers, ensuring efficient processing operations.
  • Developed managers, leads, and processors, supporting their professional growth and operational effectiveness.
  • Collaborated with legal, compliance, and sales partners to streamline processes, develop policies, and ensure timely loan processing and closing.
  • Analyzed daily reports to ensure turn times were met and to proactively identify and resolve potential issues.

Director of Operations/VP Mortgage Processing

BBVA Compass Bank
04.2010 - 04.2014
  • Successfully established new operational sites, including staffing a Phoenix, AZ site from zero to 150 employees in under 120 days.
  • Managed 54 employees across three loan origination channels (Telesales, Branch, MBO), optimizing operational flow and performance.
  • Designed and implemented new processes to enhance efficiency and conducted regular huddles and meetings to drive team alignment.
  • Mentored, coached, and trained employees, and developed comprehensive training materials and job aids for Operations and Sales.
  • Served as a Subject Matter Expert for systems and products, creating reports to better serve business lines.

Closing Team Manager

JPMorgan Chase
02.2011 - 04.2012
  • Traveled to other site locations to train various departments and assisted in opening new operations sites as an onsite SME.
  • Managed a team of 18 employees, providing mentorship, coaching, and training within the Closing and Processing Departments.
  • Analyzed daily reports to ensure timely closings, prevent rate expirations, and manage departmental reporting.
  • Communicated policy and procedure changes, created training materials, and served as a Subject Matter Expert.

Executive Resolution Specialist

JPMorgan Chase
05.2010 - 02.2011
  • Researched, analyzed, and implemented solutions for escalated loan issues and complaints, ensuring mutually beneficial outcomes.
  • Communicated professionally with internal stakeholders and borrowers throughout the escalation process.

Business Relationship Manager

Community Bank of Arizona
06.2008 - 03.2010
  • Managed a team of 12 Relationship Managers, fostering client relationships and driving sales of commercial and personal banking products.
  • Increased bank deposits by $1.5 million per month through strategic client engagement and portfolio management.

Education

Master of Science - Industrial/Organizational Psychology

Grand Canyon University
Phoenix
01.2020

Bachelor of Science - Psychology

Northwest Missouri State University
Maryville, MO
01.2002

Skills

  • Strategic leadership
  • Operational excellence
  • KPI tracking
  • Organizational development
  • Process improvements
  • Recruiting and hiring
  • Strategic goals
  • Strategic planning
  • Operational leadership
  • Growth planning
  • Staff management
  • Leadership and people development
  • Executive leadership
  • Talent recruitment
  • Succession planning

Certification

NMLS licensed in 17 states

Timeline

Senior Vice President Mortgage Fulfillment

PennyMac Loan Services, LLC
01.2025 - Current

First Vice President Mortgage Fulfillment Division

PennyMac Loan Services, LLC
04.2020 - 01.2025

VP Executive Compliance

Wells Fargo
01.2020 - 04.2020

Director/VP Mortgage Fulfillment Closing Review

USAA
06.2019 - 01.2020

Closing Manager/Acting Director

USAA
05.2015 - 06.2019

Regional Operations Director/VP Mortgage Processing

Universal American Mortgage Company
05.2014 - 05.2015

Closing Team Manager

JPMorgan Chase
02.2011 - 04.2012

Executive Resolution Specialist

JPMorgan Chase
05.2010 - 02.2011

Director of Operations/VP Mortgage Processing

BBVA Compass Bank
04.2010 - 04.2014

Business Relationship Manager

Community Bank of Arizona
06.2008 - 03.2010

Master of Science - Industrial/Organizational Psychology

Grand Canyon University

Bachelor of Science - Psychology

Northwest Missouri State University