Mortgage Operations Professional

THOMAS GREENWALD **** Drowsy Water Court

Henderson, NV 89052 609-***-****

acd2b8@r.postjobfree.com

www.mycareerhighlights.com/thomasgreenwald

OPERATIONS MANAGEMENT PROFESSIONAL

(Consumer Services (B2C Business Services (B2B Financial Services)

Experienced in the areas of:

Strategy Planning - P&L - Nationwide Customer Servicing - Business

Development

Process Improvement - Cost Controls - QC - Policies & Procedures - Budgets

Staff Supervision / Training & Development - Resources ROI - Systems -

Culture Change

"Proven leader with proven track record of driving results within high-

production / processing operations.

PROFESSIONAL EXPERIENCE

FULFILLMENT OPERATIONS VP, Citibank, N.A., 2009-present

Lead multiple start up operations from the ground up, ultimately managing 8

direct reports and overseeing strategic planning, process controls,

quality, production, policy formulation and compliance.

Directs multiple teams of Underwriters, Processors, Closers and Client

Advocates within Acquisition Services; (Retail; purchase - focused,

Wholesale and Correspondent lending) to ensure quality, productivity and

customer service.

Assist channel leaders in the coordination of strategic development for

multi-site operations platforms with Client Focus.

. Realize volume levels of 2.1 billion, at the same time reducing

overall unit costs and risk while achieving corporate goals.

. Ensure workflows are effective, efficient and deliver a quality loan

product while complimenting and supporting overall goals of the sales

teams as well as those of the business.

. Develop operational initiatives, benchmarks and metrics and set

standards of performance for productivity, timeliness and client

satisfaction.

. Works to form strategic initiatives to ensure profitability of

operational plans that exceed the goals of the business channel and

Citibank.

. Partner with Credit Risk officials to strike a balance between swift

loan processing and quality credit decisions that improve the risk and

control environment of the operations groups.

. Enhance relationships and partner with the Business, Legal,

Compliance, Business Risk, Sales and Marketing.

CENTER OPERATIONS DIRECTOR SVP, Citicorp Trust Bank, 2006-2009

Directed all mortgage operations for a region covering 16 states, including

a customer servicing department, data entry, processing, booking and

funding, and underwriting.

Managed up to 60 employees, a $6.4 million expense budget and led

recruiting, hiring, training, performance evaluations, resource allocation,

and goal setting. Challenged continually to drive efficiencies, quality

control, process improvement, and build a high-performing culture.

. Established new process flows to maximize resources and maintain

optimal book rates and attain volume budget of over 97% or $850

million, driving long-term growth and exceeding operational efficiency

and service level goals.

. Reduced processing cycle times 26%, increasing business volumes and

customer confidence.

. Developed and executed comprehensive operational strategy complying

with corporate policy while maintaining solid business practices,

optimizing efficiency and generating new revenues.

. Implemented business development programs to meet the needs of the

sales force, and fostered strong alliances with external business

partners (1,000 base shops and 20,000 licensed agents).

. Achieved the highest customer satisfaction score of over 97%.

. Developed/implemented new process flow model and approach to company-

wide verification policy. Reduced work hours in the excess of 1,500

hours annually while increasing productivity.

. Devised, executed and managed the corporate initiative to bring off-

shore data entry process to the local center increasing efficiency and

lowering expenses.

THOMAS GREENWALD Page 2

CLOSING/TITLE OPERATIONS SVP, Chesapeake Appraisal & Settlement Services,

2002-2006

During tenure, ran all daily operations first for title operations, then

promoted to direct closing operations across 40 states and achieving $1.5

billion in loan closings.

Supervised 8 direct reports; managed cost margins and set standards of

performance for productivity and client satisfaction.

. Achieved all profit, revenue and gross margin goals. (P&L

Responsibility)

. Ensured superior levels of customer servicing that also led to high

customer retention levels.

. Streamlined operations realizing gains in efficiency and reduced

redundancy.

. Led product development programs to support growth initiatives and

penetrate new markets.

. Reduced cycle time deliveries 50%, cut organizational expenditures 30%

per abstract by developing and implementing an automated process flow.

. Named "Manager of the Year" in 2004 for consistent achievement and

strong leadership.

SALES AVP / earlier Senior Assistant Manager, Citifinancial Mortgage /

AFSC, 1998-2002

Managed up to 6 direct reports and oversaw business activities to support

seamless operations and meet all profit and revenue goals while driving

efforts to foster a solid infrastructure and teams that were operationally

excellent.

. Drove cost control (P&L Responsibility) to achieve production

efficiency ratios and held full accountability for loan production

volume, units to business plan, and units per employee by developing

business opportunities, maximizing staffing resources and reducing

redundancies in process flows.

. Identified business development opportunities through lead generated

resources.

. Built strong relationships with banks, realtors, individuals, and

various external sources to support sales growth and achieve revenue

objectives.

. Devised and executed bank referral and broker referral programs for

CitiFinancial Mortgage.

. Led regulatory and corporate compliance control initiatives by

conducting reviews, compiling integrity reports, and performing

regulatory audits adhering to corporate guidelines.

. Mentored and coached employees and led professional development

programs to ensure staff understanding of corporate practices and

protocols to increase efficiency and accuracy.

In the role of Sr. Assistant Mgr for AFSC, processed residential and

personal applications. Reviewed submissions ensuring all required

information was included and verified accuracy of data. Secured required

documents to complete sales.

Evaluated subject property, financial strength, and credit worthiness of

borrowers; compiled results and recommended approval or rejection of

customer applications based on findings.

Developed relationships with staff, borrowers, and attorneys to support

client and corporate goals.

STORE MANAGER, Phillips-Van Heusen Corporation, 1993-1998

Held full P&L accountability for a retail sales operation generating $1.5

million. Manage all day-to-day activities including staff, customer

service, inventory, budgets, forecasts, merchandising, systems, policies &

procedures, promotions, facilities.

*Started career in retail with Champs Sports, in their Executive Training

Program, then promoted to Assistant Store Manager.

EDUCATION / OTHER

M.B.A., LA SALLE UNIVERSITY, 1998

B.S., Business Administration, SOUTHERN CONNECTICUT UNIVERSITY, 1991

Training in: Keeping Teams on Target...Leadership Building

Blocks...Capitalizing on Change...Coaching for Success

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