Corp. Operations Manager

Posted on: 2007-01-08

GATEWAY FINANCIAL SERVICES 9400 SW Barnes Road Ste 100 Portland Oregon 97225 Nov 2005 to Sept 2006 Operations Manager, Corporate Retructure - Conforming / Sub-prime Retail Mortgages * Managing and re-organization of Operations including but not limited to Processing, Underwriting, Funding and support staff. * Ensuring departmental managers are covering the workload in those areas where staff are out as needed or that those managers have requested sufficient support when overloaded with commitments. * Taking the position of Underwriter, Processor, Funder etc if needed in a situation where the manager and existing staff are overwhelmed i.e. end of month, during high vacation time of year etc. * Mentoring and maintaining moral with Operations by offering daily incentives sometimes in a trip to Starbucks for a group or lunch catered on the last of a funding cycle to encourage and reward hard work. * Meet daily with HUB Sales Manager to review past and present challenges and determine how to effectively rebuild a Sales and Operational team atmosphere. * Meet daily with CEO to determine course of action and maintain open lines of communication in relation to both short and long term goals. * Meet weekly with Departmental Managers to update changes, provide feedback from other departments and field ideas on how to improve productivity and meet challenging goals set by each daily, weekly and monthly. * Meet weekly with Compliance/Secondary Manager and IT Manager regarding changes, challenges, issues or requests that affect Operations. * Meet weekly with individual team Sales Managers to receive and offer feedback on the success of each team dynamic, positively or negatively. * Attend and participate in weekly Managers and quarterly Company meetings. * Reviewing reports and targets and determining best use of internal competitions in order to make working hard more lucrative and fun and encourage teamwork. * Holding incremental reviews with staff to determine best positive course of action in promotion and praise whilst offering increase in salary as earned. * Determining and implementing procedural flow for new Neighborhood branches operationally i.e. process and underwriting flow on a paperless level utilizing dual computer monitors and file imaging. * Keeping monthly excel reports (scorecards) for all Operational staff which monitor individual and team efficiencies whilst building on a quarterly bonus. * Review 3rd party vendor service issues and maintain communication with same i.e. Credco, First American, Assetwise, RealEC, LandSafe etc. * Provide feedback to CEO and IT in relation to building a new internal AU and departmental ‘skin’ within existing IT systems to improve flow and efficiency. * Assign teams and/or departments to beta test new products i.e. Lenders Advantage (WebTrack), Credco (e-Credco) etc to determine functionality prior to launching Company wide. * Train or in some instances re-train staff to think ‘old school’ in relation to completing their tasks as efficiently as possible i.e. if the power went out and the phones stopped working you could light a candle and keep processing, underwriting or funding manually. In short utilize your skill level for thinking and categorically working out problems and confidently rely on the AU systems to mimic that which you already know i.e. your loan is approvable and packaged for secondary selling without the systems telling you first. * Review resume, interview and aggressively hire new departmental managers to look after the day-to-day goals of each department whilst leading by example and processing, underwriting or actively funding business for their own teams. * Assessment of existing staff in all departments for the purpose of determining their suitability, skill level and care factors in relation to their specific duties and the task of the team to accomplish Company objectives and meet goals. * Written corrective action offered to those staff members showing willingness but lacking skill level to accomplish the job thus allowing necessary training to challenge the employee to meet Company skill level. * Laying off or terminating those staff members who did not meet the criteria essential to complete their specific job duties or who did not historically show the care and enthusiasm essential to the job. CIRCUIT FINANCE AUSTRALIA LIMITED Level 4, 79 Moorabool Street Geelong Victoria 3220 Sept 2002 to Sept 2005 Manager of Quality Control, Underwriting & Collections – International Leasing and Mortgage Finance * Acquisition, supervision and training of all departmental staff. * Maintenance of daily operations including overseeing areas of accounting and management of Company Global Market funds. * Daily coordination of tasks for all departments ensuring the most effective use of time management to ensure Company service standards is met. * Over viewing the productivity of the Credit Acceptance team ensuring the review of new business meets with Company standards. * Review portfolio of settlements for quality control prior to disbursements. * Review credit impaired accounts & enforce Collection policies whilst liaising with Mercantile Agents, Lawyers, Appraisers and Auctioneers. * Managing requests and any grievance submitted by our clients ensuring their needs are cared for at the highest level of service. * Liaising with newly Accredited Brokers ensuring the highest quality of service is established from the onset of the business relationship. * Review, instruct and liaise with external Solicitors ensuring the Service Charter standards are maintained to Company expectations. * Script and implement new policy in product development & quality control. * Review and maintain business flow reports analyzing those areas of success and determining what areas are presenting challenges. * Sit weekly meetings with CEO and Departmental Managers discussing productivity, goals and challenges. * Proficient in the use of credit assessment software, both internal and external, and portfolio management software incorporating national and international credit scoring model, residential & commercial property. * D.C.A. authority held QA Audit and Underwriting applications in asset leasing and residential / commercial property lending to individuals and companies, for the purpose of new business management. PROVINCIAL HOME LOANS PTY LTD (Australia) P. O. Box 278 Portarlington Victoria July 2001 to Aug 2002 Business Development Manager / Loan Consultant * Fully accredited licensee. (Professional Indemnity # 08 MIS 0344975) * Marketing tactics developed & implemented through Network presentations. * Daily business development utilised to create and maintain referral leads. * Scheduled and attended personal consultations in order to determine the clients’ specific needs and priorities. * Analyzed clients’ credit and financial portfolio in order to assess the overall credit risk and product eligibility. * Obtained all pertinent documentation from the client on 1st appointment displaying the most professional approach to customer service. * Maintained a broad base of product knowledge in order to offer to most diverse products available and to determine those best suited to the client. * Attended conferences that enabled me to be most proactive in the market. * Utilized international knowledge and resources in networking as a valued tool in retaining market share business. * Proficient use of MS Word, Excel, accountancy & national mortgage software currently utilized by predominant lending institutions. M.I.L.A ( MORTGAGE INVESTMENTS LENDING ASSOCIATES) 3400 188th Street S.W. (3rd Floor) Lynnwood Washington April 1997 to May 2001 Manager of Operations, Arizona Branch Senior Underwriter, Corporate Office * Maintain all operations of the Arizona State branch including daily communication with CEO, implementation of Company policy and maintenance of all State Banking regulations. * Maintained a management level of authority and knowledge ensuring the branch mimicked the operations on a corporate scale. * Training and mediation of all support and sales staff for the branch. * Assistance to all sales staff as it related to policy or guideline amendments, interest rate changes, etc. ensuring professionalism and consistency within the branch. * Staff annual performance evaluations completed with recommendations made to the Manager of Human Resources regarding salary increase, promotion or otherwise. * Monthly coordination of all accounts payable for the branch. * Compilation of monthly sales and productivity reports for the purpose of managing business flow. * Full assessment for all loan requests to the branch, including credit and collateral high risk exceptions, for the purposes of new business and quality control. Ensuring the timeliness of all commitments was within the Company standards. * Over viewed the flow of loan funding requests and the accuracy and attentiveness of our service standard as it relates to the release of loan documents. * Maintained a high level of proficiency in the use of evolving internal credit assessment programs and its credit scoring model. HOMECOMINGS FINANCIAL (Wholesale Division) 5350 Old Redwood Highway Walnut Creek California Nov 1996 to April 1997 Underwriting Supervisor * SUMMATION - Supervision of the day to day operations of the branch underwriting staff ensuring all levels of performance were maintained and all daily tasks and deadlines were met within company standards. Full assessment of all loan requests through to settlement. PMI (National Mortgage Insurance Company) 3420 Carillon Point Kirkland Washington March 1996 to October 1996 Contractual Underwriter (Multiple products) * SUMMATION - Full assessment of all loan requests received from multiple contractual lenders ensuring that all policies & regulations of that lender were satisfied within the bounds of the Contract. Travel within the state as required. COUNTRYWIDE HOME LOANS (Wholesale) 9900 S.W. Greenburg Road Portland Oregon August 1993 to March 1996 Sr Underwriting Manager (Tigard Oregon Branch) * SUMMATION - Management, training and supervision of all branch underwriting and support staff ensuring that the day to day operations and deadlines were met within the expectations or our clientele. Attendance to all required seminars and training functions to ensure all personnel were informed as to current lending policy. CHETCO FEDERAL CREDIT UNION (Retail Lending Division) P. O. Box 3000J Harbor Oregon December 1992 to August 1993 Senior Loan Processor / Post Underwriter * SUMMATION - Compilation and processing of all loan requests from application to settlement. Daily communication with clients, lenders and title agencies. Attendance to meetings with all new & established lending facilities to ensure the full extent of their requirements. CENTRUST MORTGAGE (Retail Division) 3500 188th Street S.W. Lynnwood Washington August 1989 to June 1992 Loan Processing Manager * SUMMATION - Supervision and management of the processing staff monitoring the day to day operations and ensuring all policies, procedures and deadlines are met. Accreditations: ANZ, Bank West, Victorian Mortgage Group, C.H.S.L Co-Op, NMMC, CSN, The Rock, Pepper Home Loans, Liberty Financial & BMC. Certifications: Closing/Funding Certification – Washington and Oregon State. Real Estate Agents’ Representative, Certification number – SA020328 Gordon Institute of TAFE. Issued March 2002. Associations/Affiliations: REIV, Australian Property Exchange, Market America, Providence Seminars and A2K. Washington State Bond Program (1987), FHA, FNMAE and GEMICO.