Group Operations Manager Resume Profile

WORK EXPERIENCE

Confidential

Group Operations Manager

Manage the Processing Operations for the Consumer Direct aka Portfolio Retention division at SunTrust Mortgage.
Oversaw four centralized processing sites in Richmond VA, Orlando FL, Maitland FL and Atlanta GA. Each site manager was a direct report.
Indirectly managed 200 full time associates at our peak level of employment.
Doubled closed loan production from 11,000 Units YTD 11/2012 to 22,000 Units YTD 11/2013. 3.75 Billion in closed loan volume YTD 2013
Started a new Operations Site in Orlando, FL in December 2012 and by July 2013 this new site was closing 300 loans per month.
Previously responsible for managing the 3rd Party Vendor Relationships with two national vendors that processed 50 of Consumer Direct Originations.
Reorganized the processing management structure as well as the Processor Incentive Plan for 2013.
Increased closed loan productivity per employee by 50 in one year.

Regional Operations Manager Confidential

Managed the processing operations for the Low Country Sales Market Retail Sales
Partnered with Sales Underwriting to deliver quality loans to our Closing Hub.
Responsible for maintaining appropriate staffing levels.
Managed the new loan set up Team for the Carolinas Market.
Provided pipeline analysis and closing forecasts to Regional LOB Manager.
President's Team award for 2009 Top Operations Manager in Service Quality
The Low Country market was in SunTrust Mortgage's Top Tier for customer service in 2009 2010.
The Low Country Operations Team placed in the Top Tier for overall performance in 2009 2010.

Confidential

Sr. Business Performance Consultant

The Business Performance Consultant Team aligns with the Retail Sales Leadership Team to provide strategic consulting and financial analysis to drive sales production and revenue growth with superior service.
Responsible for performing data and information analysis by understanding sales volumes, forecasting, trends and recommending business solutions as needed.
Developed and maintained relationships with Sales and Leadership Teams
Designed and implemented Incentive Plans for mortgage consultants and Sales Leadership
Analyzed performance results as a recognition and performance management tool.
Established and managed the minimum performance standards program for our mortgage consultants.

Centralized Operations Leader VP Confidential

Managed three fulfillment teams with 10-12 employees per team consisting of Processors, Underwriters, Closers and a Team Leader.
Improved our sites cost per loan each year from 2003 thru 2007
Our site led in customer service for four straight years out of 6 operations sites throughout the East Coast
Conducted annual performance reviews for all direct reports as well as the budgeting of salary increases.
Responsible for the hiring of processors, underwriters, closers and team leaders.
Conducted needs assessments for staffing teams using staffing models and load leveling.
Coached team leaders on how to manage teams including HR responsibilities.
Responsible for employee development and career counseling.
Closed 11,187 units for 2.2 Billion in 2007. A 25 increase in units and a 16 increase in dollars over 2006 Closings.