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Manager Quality

Hammonton, New Jersey, 08037, United States
February 24, 2018

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Hammonton, NJ ***** 609-***-****


Skilled at continuous process improvement projects from concept to implementation reducing cost and improve profitability.

Extensive experience combining operations management, process improvement and project initiatives to gain efficiencies and boost profitability. Lean Six Sigma Black Belt trained in DMAIC (Define, Measure, Analyze, Improve, Control) and DMADV (Define, Measure, Analyze, Design, Validate) methodologies Collaborates across all levels of leadership to achieve business results. Builds talented multi-functional teams focused on high quality and service. Known for being a resourceful and passionate problem solver who achieves successful outcomes in a team setting. Strong critical thinking, problem solving, crisis management and analytical skills.

Process Improvement

Project Management

Policy and Procedures

Creative Change Management

Credit and Collateral Risk

Quality Control

Strategic Planning



Quality Control Director (2016–Present)

Directed Pre and Post Funding Quality Control Departments including Vendor Oversight. Ensured investor quality control standards met within prescribed timeframe. Managed staffing and vendor relationships, Executed Investor Audits Mortgage Origination Risk Assessment (MORA), Regulatory and Client resulting in compliant outcomes.

Built and maintained comprehensive Quality Control Framework. Formulated and implemented Policies and Procedures.

Calibrated quality rating system between Pre and Post Funding QC with investors e.g. Fannie Mae, FHA; Reported defects, obtained corrective action.

Streamlined internal and vendor processes. Reported monthly results to Executive Leadership; provided trending, collaborated with Operations on process gaps in support of defect reduction efforts. Ensured sampling methodology aligns with Investor guides; devised discretionary samples based on factors such as trends, new hires.

Partnered with vendors on monthly calibration results, enforcing high quality standards.

Underwriting Project Director (2013–2016)

Acting CZAR for HSBC Business Source Created and incorporated standard workflow process. Underwriting Business Lead in Private Label Solutions offering.

Identified process improvement opportunities. Devised and implemented projects aimed at streamlining and reducing cost. e.g. Underwriting Quality PMCS, DMAIC Cycle Time Project including Kaizen event, Instituted Express Pass workflow for Clients yielding reduction in overall cycle time from 25 to 14 days.

Served as CFPB Business Lead for Ability to Repay / Qualified Mortgage (ATR/QM) and Appraisal Delivery work streams.

Coordinated inter-departmental projects; Developed and initiated Conditional Commitment letter and Process; appropriate corrective action plans and improvement opportunities identified through compliance reviews.

Oversaw Operational Event remediation; Maintained Underwriting Policy and Procedures; Partnered with Internal Audit, to ensuring timely response to intern/external audits.

Lora Landolfi Page 2


Credit Risk Manager (2011–2012)

Lead 10 Credit Risk Specialists responsible for upholding underwriting quality standards and Underwriter development as well as 15 Point of Sale Underwriters.

Functioned as Business Lead on Point of Sale efficiency project resulting in justification for Scenario Underwriting department.

Supported retail fulfillment through underwriting escalations, denial requests and underwriter coaching.

Fulfillment Operations (Processing) Manager (2010–2011)

Managed day-to-day processing and underwriting production while exceeding productivity and “I would recommend” service level agreements.

Eliminated 26 non-value added responsibilities and 8 administrative functions from supervisors providing capacity to effectively develop Team Players.

Played key role in Squad formulation project implementation while supporting Credit Risk and

Operations staff through the transition.

Government Underwriting Manager (2008–2010)

Managed 40 FHA and VA end loan underwriters. Maintained productivity and quality service level agreements. Authored and launched Government Underwriter Designation training and certification program for new recruits improving profitability. Oversaw Government End Loan Underwriting Department day to day activities.

Cut a minimum of 8 months ramp up time for FHA DE (Direct Endorsement) and VA Automatic, LAPP (Lender Appraisal Processing Program) & (Staff Appraisal Reviewer) designations, yielding $2M cost reductions per annum.

Chaired customer first decision rights project resulting in reduction of underwriting costs by issuing condition sign off authority levels to processors while ensuring credit risk tolerance levels and high quality standards.

Credit and Collateral Risk Director (2004–2008)

Directed 90 underwriters within 4 departments: Government End Loan Underwriting, Specialty Underwriting, STARS Appraisal Review, STARS Project Underwriting.

Guided teams through the 2007 market shift as Investor requirements quickly tightened.

Additional Roles at PHH: Credit Risk Manager, Underwriting Supervisor, Sr. Underwriter, Sales Consultant


Six Sigma Black Belt Minitab Certification – Moresteam University

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