Michael Alan Miller, PMP, CRM

*** ********* *****

Greenville, SC 29607

512-***-****

Objective

To use, and further develop, my core competencies, skill sets, experience, leadership and strong work ethic to help bring solid direction and innovation to a dynamic organization poised for growth and success.

Certification

Project Management Professional (PMP)

Certified in Risk Management (CRM)

Experience

American Credit Acceptance, Spartanburg, SC January 2016 – Aug 2016

Director of Servicing Quality Assurance/Advanced Project Manager

Roles and Responsibilities:

Provided senior leadership for the Call Center, including management and executive reporting

Responsible for heading up Consumer Complaint Management (CFPB; AG; BBB; and Company channels)

Responsible for Executive Management reporting for Consumer Complaints and Company Quality Assurance

Improved and managed analytics and reporting

Provided oversight of Collections Agent scorecard design, process, grading, disputes, and Executive reporting

First to create Production Standards for Quality Assurance (Call Monitoring and Scorecards)

Completed “root cause analysis” for PCI data redaction issues and collection call recording failures

Certus Bank \ BankUnited, Greenville, SC December 2013 – May 2015

SVP - Director of Operations

Roles and Responsibilities:

Ensured operational effectiveness by creating synergy throughout the functional areas in the division

Designated SBA liaison for the SBA Risk Based Review Audit

Created project design and framework for rolling out new projects

Designated senior manager responsible for the Internal Audit FDICIA review

Integrating the Certus Bank SBA Division into BankUnited

TD Bank US, Greenville, SC June 2011 – December 2013

Vice President – SBA Express and Sr. Project Manager

Roles and Responsibilities:

Streamlined SBA Express eligibility process and ensure SBA program compliance

Provided monthly Executive reporting for Accounting and Financial System (Payment; Capitation of Payment; Finance; SAP Interfaces and Reporting)

Created and drove operational efficiencies

Led key projects within the SBA Division (development of target state and current state process design, integrated risk management framework into monthly reporting)

Designated SBA Division Risk Officer and Internal Audit lead

ADS Financial Services, Austin, TX November 1, 2010 – June 2011

Consultant

Project Manager (PMO)

Roles and Responsibilities:

Project managed full integration of implementation for the SBA Division

Facilitated all process engineering for interim processes

BBVA Compass Bank (Formerly Guaranty Bank) Austin, TX March 2001 - February 2010

Vice President - Senior Risk Manager (2009 – 2010)

Vice President – Operational Risk Manager (2006 - 2009)

Senior Risk Manager

Roles and Responsibilities:

Developed Basel II Operational Loss Events database

Created Operational Risk Management department responsible for helping manage risks associated with people, process, technology, and/or external events

Interacted vis-a-vis with Federal and State Regulators regarding Enterprise-wide and Operational Risk Management internal processes and external examinations

Worked directly with CCO and Senior Compliance Officer to ensure that the “scope” of assessments adequately covered necessary material

Managed complete life cycle of risk and control self-assessments; including design, facilitation, and full analysis and reporting

Created and maintained the central repository of risk and control self-assessment data, including internal controls, control remediation and action plans (Treatments)

Created custom reporting that was distributed to senior management, executive management, federal regulators, and summarized for the Board of Directors

Worked with the Controller, Financial Accounting Manager, and Internal Audit to help identify Key Controls for SOX testing and reporting

Supplied Internal Audit with LOB and risk management data to help shorten their engagements at the line level

Formed sustainable regulatory and compliance programs (Vendor Management Program, GLBA, BSA/AML)

Project Management

Managed SDLC for Enterprise-wide Risk Management implementation, Fraud Detection System, and other software implementations

Earned PMP credential to help solidify subject matter expertise within both the PMO and the organization

Followed PMBOK guidance for new implementations and upgrades

Represented executive management on projects deemed highly critical for the organization (Fraud software, risk assessment and mitigation, commercial lending applications)

Business Analytics

Created business requirements for Enterprise-wide Risk Management software implementation

Designed and conducted User Acceptance Testing (UAT)

Coordinated with LOB management to identify potential gaps and\or potential audit issues to ensure resolution prior to internal and external audit engagements

Supported key company initiatives through conducting business process analysis (Process engineering, process re-engineering and process design)

Identified cross functional areas, interdependencies, known\knowns, known/unknowns, and unknow/unknowns

Trained departments in process management techniques, including Cause and Effect diagrams, gap analyses, swim lanes and other common process management methodologies

Conducted root cause analysis to identify “point of failure” and tracked remediation

Training

Project Management

Risk Management

Advanced Process Mapping

Scorecard

Agile

Proficiency

Adobe Professional

Enterprise Risk Assessor

Microsoft Office

Microsoft Project

Microsoft Visio

Competencies

Proven Risk Manager

Project Management

Risk Management

Independent Verification and Validation

Information Technology

Process engineering and product development

Waterfall Methodology

SDLC (Software Development Life Cycle)

Process Management

Project management and risk management consulting

Regulatory and Compliance Management

Analyses and Reporting

Program Design

Staff Development

Collaboration

Independent Thinking

Metrics development

Education

Vanderbilt University- Owen Graduate School of Management Nashville, TN

Operations and Payments, Graduate Diploma;2007

Southwestern Assemblies of God University Waxahachie, TX,

(Same accreditation as University Texas at Austin)

Bachelor of Science Degree; 2005

GPA: 3.47 (4.0 Scale)

University of Texas Austin, TX

Certificate in Project Management; 2003

International Bible College San Antonio, TX

Associates Degree; 1995

GPA: 3.43 (4.0 Scale)

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