1. Commercial LoanEscrowSystem andProcess Design
 Designedkeysystemenhancementsandprocessesformanagingacommercial loanescrow
portfolio.
 Workedwithtechnologygroup,loanaccountingsystemvendor,andoperationsteamtodesign
and prioritize systemupdates,testingstrategy,androlloutplanincoordinationwithprocess
improvements.
 In total more than 14 separate enhancementswere delivered,supportingescrow analysis,tax
disbursements,insurance disbursementsandtracking,andonboardingprocesses.
Commercial LoanAccounting System Consolidation
 Supportedoperationsreadinessandloanconversionactivitiesforlarge bankloanaccounting
systemconsolidationinitiativetocentralize threeseparate operatingmodelsintoone core back
office operation.
 Operationsreadinessactivitiesincluded:
o Future state processmappingandsocializationwithoperationsteamstoidentifygaps
and trainingrequired.
o Coordinatingdocumentingoperationsreportsusedtomanage dailyoperationsand
prioritizingdevelopmentof correspondingreportsfornew environment.
o Systemaccessand trainingprogram.
o Go-live issue managementandresolutionprogram.
 Loan systemconversionactivitiesincluded:
o Designedportfoliosegmentationtool tosupportphasedmanual conversionapproach(5
phasesover6 month period) definingaccountscope foreachphase.
o Playedkeyrole inaccountdata and balance reconciliationduringconversionevent,
coordinatingwithfinance andprogramresources
Client Service Metrics Strategy and Design
 DevelopedholisticmetricsprogramforCommercial ClientServicingfunctionfocusedon
alignmentof metricswithorganizationgoalsandcreatinga bottoms-upapproachtosync local
metricswithexecutive reporting.
 Designconsiderationsincludeddatainfrastructure build,dataanalysisresourcesforwriting
queries,automation,anddatavisualizationplatformprototyping.
 Developedrequirementsfornew systemenhancementtotrack client-raisedproblemstoaidin
visibility,resolutioneffectiveness,andmeasurementof dissatisfiersnotescalatedtothe level of
corporate or CFPB complaints.

2. Commercial LoanCheck Payment Process Improvement
 End to end processimprovementeffortforcommercial loanpaymentsreceivedviacheck.
Primarilyutilizedkaizenprocessimprovementmethodology
 Identifiedprocessimprovementsrangingfromcross-functional teamcommunicationand
trainingtotechnologyimprovementstoupdate aninterface thathadnot beenupdatedin
several years
 Increasedcheckpaymentstraightthroughprocessingfrom90% to over95%
Capacity and Resource AllocationAnalysis Program
 Developedprogramtomanage and improve regularmonthlycapacity reviewswithloan
operationsfunctions
 Improvedmodelstoupdate inputmetricstobetteraligntoprocesses,leveragingincreaseddata
knowledge gainedbydataanalysisresourcesover3 years
 Improveddatacontrolsto preserve dataintegrityandtraceabilitytoprocess
 Automatedvolume metricstoprovide more regularupdatestooperationsteamsonkey
operationsmetricsthatwasnot available previously
Cross-Functional InteractionModel Rollout
 Stoodup newcross-functionalinteractionmodel betweenoperationsmanagersandhorizontal
partnersemphasizingcentralizedprioritization,collaboration,andincreasingdelivery
throughput.
 Rolloutreducedstatusupdate meetingsby67%,increasedinitiative closurerates,andincreased
overall engagementwithincrossfunctionalteam.
Managed Process andQuality Control Consulting Function
 Manage teamof three processandqualityconsultantssupportingcore commercial loan
servicingfunctions.
 Includesprocessdesignandimprovementwithlean,six sigma,andbasicprocessmanagement
tools.
 Qualityprograminvolvescoordinationwithoperationsteamsandriskfunctiontodefine key
process controls,designQA control testingprocedures,trainingandmanagingoffshore
resources,andsupportingupdatestocontrol testingplansresultingfromprocessupdates.