Stephen Kane
Gilbert,AZ
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
16
16
years of professional experience
Work History
Lending Operations Manager
Wells Fargo Auto
Chandler, AZ
08.2022 - 02.2023
- Manage the activities of a fraud clearing team responsible for processing more complex auto loan applications with fraud alerts and data entry errors made by customers upon loan application submission
- Identify and recommend opportunities for process improvement and risk control development
- Participate in the formulation and implementation of new and revised systems, policies, and guidelines ensuring they follow Wells Fargo legal, regulatory, and business policies
- Interpret and develop policies and procedures for Clearing Queue Team with low to moderate complexity
- Collaborate and consult with Auto Origination peers, and multi-level managers
- Mentor and guide talent development of direct reports and assist in hiring talent
- Conduct daily self-audits and provide ongoing coaching and feedback to team members using performance-based metrics and reports
Lending Operations Associate Manager
Auto Funding
Chandler, AZ
05.2017 - 08.2022
- Maintain internal quality control of all loan processes within the assigned region
- Manage a team of Auto loan document processors
- Leading and implementing projects for departmental process improvement
- Act as subject matter expert for interdepartmental collaboration efforts
- Manage compliance with all loan regulations and service level agreements
- Coordinated with key stakeholders within indirect lending such as sales managers and underwriting managers
- Effectively identify and resolve lending process errors and avoid risk
- Participate in hiring and ongoing training of funding staff
- Create and monitor employee development plans
Collections Supervisor
Auto
Blue Bell, PA
02.2014 - 05.2017
- Ensures adherence to Company Policies and Procedures in addition to compliance with state and federal regulations
- Supervise team of 8-10 collectors
- Analyzes queue and process management workflow to ensure department production and performance goals are met
- Motivates and creates a positive working environment to achieve productivity and performance standards
- Manages team member development plans, and monitors team member performance
- Ensures efficient and timely completion of all staff training
Collector 3/Collections Specialist
Auto Blue Bell
, PA
02.2009 - 02.2014
- Responsible for excellent customer service while contacting delinquent auto loan accounts
- Document all collection activity, respond to all communication and verbal inquiries with all relevant parties
- Responsible for making decisions to suit the customer best while within company guidelines and programs
- Communicate with 3rd party vendors to initiate or resolve defaulted loan accounts
Front Office Manager
Hilton Garden Inn Hotel
Ft. Washington, PA
11.2006 - 01.2009
- Created and optimized employee schedules for shift coverage.
- Monitored office inventory to maintain supply levels.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Orchestrated staff meetings to maintain open communication and quickly address concerns.
- Conducted staff performance evaluations to monitor progress and individual skills.
- Resolved customer inquiries and complaints requiring management-level escalation.
Education
B.A. - Business management
Cheyney University
01.2003
Restaurant Management
Montgomery County Community College
Hotel
01.2001
Skills
- Recruiting and Hiring
- Systems Implementation
- Staff Management
- Project Management
- Process Improvements
- Performance Management
- MS Office
- Staff Retention
- Workflow Optimization
- Process Improvement Strategies
- Policies and Procedures Implementation
- Cross-Functional Communication
- Conflict Mediation
- Quality Assurance and Control
- Budgeting and Forecasting
- Staff Training
- Problem-Solving
- Strategic Partnerships
- Risk Management
Timeline
Lending Operations Manager
Wells Fargo Auto
08.2022 - 02.2023
Lending Operations Associate Manager
Auto Funding
05.2017 - 08.2022
Collections Supervisor
Auto
02.2014 - 05.2017
Collector 3/Collections Specialist
Auto Blue Bell
02.2009 - 02.2014
Front Office Manager
Hilton Garden Inn Hotel
11.2006 - 01.2009
B.A. - Business management
Cheyney University
Restaurant Management
Montgomery County Community College
Hotel
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