Quality Assurance Analyst
SunTrust Bank, Inc
Richmond, Virginia SVP-Strategy & Change Manager Servicing and Default Drove operational excellence through leadership and ownership of major strategic business and regulatory initiatives and identification of emerging risks and implementing compliant focused operations. Leveraged expertise to manage $500M forecast and budget. Created staffing models down to the function level. Utilized analysis to identify key opportunities for process improvement to increase efficiencies and operational effectiveness. Managed Project Management, Operational Forecasting, Budgeting, and Staffing Analysis, and Change Management teams; total department more than 40 teammates. Created an accounting and operational process for making payments to borrowers identified in the Independent Foreclosure Review(IFR) and National Mortgage Settlement, a $650M claim. The client centric approach to remediate potential regulatory violations under supervision of Federal Reserve Board and Office of the Comptroller of the Currency was the only process out of fourteen banks approved to remediate findings of the IFR. Led the Board of Directors Reporting work stream for 2011 Consent Order. Built an operational FP&A team to create staffing models, forecasts and budgets, and analysis of key performance indicators to comply with specific consent order requirements. Implemented a standardized approach for communicating results of forecasts to ensure resource availability, i.e. space planning, HR recruiting, etc. Developed Quality Assurance programs throughout the line of business and integrated results in to a performance based incentive plan and transparent scorecards. Identified trends, root cause issues and delivered plans to correct issues resulting in more than a 25% decrease in compensatory fee assessments. Created a Client Resolution department. Utilized SalesForce.com tool with customization to track, report and benchmark performance which enabled analysis and trending to fix core servicing issues. Received FRB approval of plan and met 6 week stand up goal and under budget by 15%. Executed more than 90 Lean ideas resulting in $2.7M dollars of savings within first quarter rollout. Led team that created, tracked and delivered training on new initiative:“ Lean Ideas Fueled by Teammates”(LIFT), a Lean Six Sigma initiative deployed to empower 1, 500 teammates to identify process improvements.