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Group Operations Manager Resume Profile



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.


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.

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