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Manager Management

Oakland, California, United States
October 28, 2016

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Nancy Jo Mitchell

**** **** ******, *******, ** *4603


(m) 510-***-****


** **** ***** ** ********, collaborative product management/process improvement/financial services experience for existing and new products. Reengineering/redesigning SaaS and Hosted platforms, with an emphasis on Online/Mobile technologies and APIs.

7 years of Agile and Waterfall methodologies, while managing budgets up to 3.5M.

Proven success working in fast-paced environments while shifting priorities between strategic and tactical deliverables on time.

Strong business acumen, with the understanding of the business drivers and implications on product strategies and practices.

Strategic end-to-end thinking; with the ability to understand the full flow of activities that impact the user’s experience.

Approach complex technical and design problems in a way that is efficient, manageable and achieves desire business results, collaborating with engineers, design and content strategist.

Demonstrated success in improving the user’s experience and influencing change with management.


03/14-9/15 Wells Fargo (18 month contract) (SIS), San Francisco, California

Sr. Product Manager, Bill Pay and P2P Digital Channels Product Management

Provided business leadership and strategic focus on digital channels product projects, including IOS and Android. Enhance Bill Pay and P2P services/products to meet identified customer’s needs and changes driven by regulatory requirements.

Identified business issues and considerations, including benefits, challenges, revenue opportunities and processes.

05/13 – 09/13 Bank of the West (Aerotek), San Ramon, California (5 month contract)

Business Analyst – Dodd-Frank Mortgage Reform Act (Mortgage, Consumer and Collection Servicing) Related to Regulation Z and X

Recognized business requirements to support Bank of the West’s modifications to their systems with Fiserv, Fidelity, Assurant, RR Donnelly, NCP Solutions and the Computer Assisted Collection System. Engaged with business partners and users and demonstrated the critical strategic decisions that were defined and must be followed.

Illustrated the critical examinations of current business processes and shared recommendation (s) for improving quality by increasing efficiency within the business unit operations. Lead efforts in the development of business unit analysis, operational procedures, reporting, communication and strategic planning activities for consumer line products.

10/06 – 06/12 Harland Financial Solutions, Pleasanton, California

Sr. Product Manager of Lending

In a fast-paced SaaS and Hosted environment, accountable for the roadmap and strategic infrastructure of assigned online banking, mobile, lending, compliance and collection products. Defined product strategy, concepts, scordcards, and roadmap in collaboration with stakeholders.

Presented product presentation (using power-point), roadmap concepts bi-annually to clients and the Executive Leadership team. Conduct focus groups (gathering data) and (prototypes) to ensure product design met our client’s needs. Also engaged in client visits, conference calls and user group conferences.

Arranged launch plans and all written communications for each product regarding software enhancements and operational dependencies. Prepared pricing proposals which included total cost to client (if ancillary products were required), breakeven analysis and revenue projection over a 5 year period.

Accomplished communications with stakeholders regarding product goals and progress against the goals.

6 years’ experience with Agile, Waterfall and hybrid methodology software development life cycles. Drove the product planning from conceptual, strategy, roadmap, and development to market.

Established strong working relationships with Product Development, Software Engineers, Project Management, Business Analyst, QA, Marketing, Client Managers, Vendor Management and Support staff. Worked with multiple cross-functional teams within the US and Internationally. Trained Sales and Support staff and Client Managers on new products and enhancements to existing products.

Assisted on several committees, including the Release Planning Team, Compliance, Request for Enhancements and Supervisory committee (s).

9/98 – 10/06 Chevron Federal Credit Union, Oakland, California

Underwriting and Loan Processing Manager

RE Underwriter

Sr. Real Estate Loan Officer

Consumer Loan Officer

Branch Manager

Directing strategic and operational activities including origination, processing, underwriting, hedging, closing, secondary marketing, and servicing, while also actively seeking ways to improve the business units.

Analyzed workflow policies/procedures and recommended changes as appropriate for consumer, real estate, commercial, loan participation and SBA loans. Created and maintained programs and reports to measure productivity. Managed a RE production department pipeline portfolio of $65m plus for multi-states. Increased member satisfaction by 20% by developing a four-stage loan status update during the loan process.

Simplify the loan processing and underwriting for an $850m credit union with a reduction in a five-day turn time compared to a fifteen-day turnaround time frame. Successfully managed an $87m branch with a lending portfolio of $27m.

Drove maximum lending performance by synthesizing and analyzing loan processing data and recommending opportunities for current and future growth. Resolved problems through analysis of data, identification of root cause(s), evaluation of options, rendering of decisions and implementation of action.

Established and maintained credibility throughout the credit union by being an effective listener and problem solver for employees on all lending related issues. Served on committees including the Credit Risk Management Committee and act as the designated backup for the VP in ALCO and CEO meetings.

03/97 – 08/98 San Mateo Credit Union, Redwood City, California

Consumer and Real Estate Supervisor

Planned, implemented, lead, and evaluated the personal (nonbusiness) lending channels (consumer direct and indirect, first lien home loans and second/HELOC liens). Provided sound lending growth through sales efforts while also satisfying risk/return objectives set by the Asset/Liability Committee and its Credit Risk Management Committee.

Offered effective leadership and support to a $250m CU. Established and met goals while managing, streamlining, organizing, planning, directing and coordinating all lending products, services and delivery systems for consumer and real estate lending and maintained a $191m lending portfolio.

Supervised mortgage and consumer loan officers, processors and lending clerk while researching and initiating a new credit scoring system and risk base pricing. Designed standards, validations and measurements for both consumer and real estate. Developed a cross-servicing concept and program.

01/93 – 03/97 Oakland Municipal Credit Union, Oakland, California

Assistant General Manager

Loan Officer

Spearhead implementing portfolio management and risk management strategies including overseeing quarterly Portfolio Reviews that reduce risk to appropriate levels for the credit union while also being sensitive to individual member needs. Recommend short-and long-term goals, strategies, objectives, and loan programs for all lending activities. Design and implemented loan-pricing and portfolio management strategies that met and exceeded the return on equity targets, while enforcing targeted loan growth by 18%.

Established lending promotional programs in coordination with the Marketing Department, e.g. flyers, brochures, advertisements, and newsletter articles. Developed and execute plans to develop lending opportunities by establishing direct relationships with realtors, vendors, dealerships and other influencers throughout the credit union’s field of membership.

The loan volume increased by $5m in 4 months.


Advanced knowledge and proficiencies: Product Management, UAT, risk management, consumer lending, collections, bill pay, transfers, API, authentication, business cases, business requirements, business process management, CMS, CRM, data warehousing, competitive analysis, gap analysis, ecommerce, identity management, new products, process management, product development, product design, pricing and product planning,

Systems: Hogan, Cavion, Fiserv, Metavante, Mortgage Solution, LoanLink, Summit, Fidelity, APPRO, Symitar, Jack Henry, Calyx Point and Data Track, Fannie Mae's Underwriter, Freddie Mac's Loan Prospector, Loan Originator, Encompass and Questsoft.

MISC: Microsoft Word, Outlook, Excel, Access, PowerPoint, SharePoint, Tableau, Wireframes, Prototypes, MS Project, Top Team, and Visio.


Master Degree – Human Resource Management with a 4.3 GPA

Golden Gate University, San Francisco, California

Bachelor of Arts degree – Psychology

Tarkio College, Tarkio Missouri

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