Manager, Vendor Management, mortgage banking and Real Estate

JAMES TY FAWLEY

********@*****.***

(C) 214-***-****

OPERATIONS MANAGER

Operations Manager with extensive experience in Mortgage Banking including Quality Control/Assurance/Audit, Vendor Management, Escrow Operations, and Customer Service. Strong management skills, with a proficiency in process improvement, team building and mentoring, strategic planning, and acute organizational focus. Skilled Operations Manager Team Builder and Motivator Strategic Thinking Collaborative Philosophy

Passionate about Accomplishments Results Oriented

EXPERIENCE

J P Morgan Chase/Heritage Bear Stearns 1999 – Present Client Services Manager – Vendor Management ATM Monitoring Group (2012 –present)

• Responsible for managing performance of the largest ATM hardware vendor in the Chase fleet, encompassing over 9,000 units nationwide.

• Monitor performance and adherence to contractual SLA’s via various reporting mechanisms, daily and weekly conference calls, and quarterly business review meetings with vendor senior management to measure prior quarter performance.

• Participated in Third Party Oversight annual assessment of vendor process flow, policy, and risk.

• Review and approval billing. Review has resulted in over $10,000 per month in adjustments. Operations Manager - Vendor Quality Assurance, Operations Administration (2009 – 2012)

• Developed, implemented, and managed 17 Quality Control audit programs related to modification and GMI document production and imaging responsibilities of Chase’s primary vendor. Identified trends, deficiencies and risks and reported findings accordingly. Resulted in process improvement creating a more efficient, and quality flow of the tasks. QA findings resulted in refunds of over $300,000.

• Created process and procedure workflows, and training guidelines for on and offshore staff.

• Directed staffing requirements, and on boarding of onshore and offshore staffing needs.

• Managed 5 supervisors, with 11 onshore and 30 offshore staff. Employed staffing utilization, productivity reports, and recurring conference calls, to insure staff efficiency.

• Monitored, tested and reported contractual vendor SLA performance requirements involving quality checks of over 10,000 documents per day.

• Administered scheduled on site audits of vendor. Critiqued performance with random samples.

• Strategized post audit plan with Sr. Management including results, findings, and solutions.

• Executed reallocation of offshore resources from India Vendor to Chase entity in the Philippines. Heritage Bear Sterns-EMC Mortgage employment experience Vice President, Vendor Management Contract Administration (2003-2009)

• Directed and managed restructure of vendor payee setup, created workflows, communication guidelines, and established team roles and responsibilities.

• Audited existing contract files to comply with corporate expectations, and standardized contract record management criteria, utilizing hardcopy files and imaging organization.

• Developed and documented process and procedures for vendor sourcing and contract management.

• Created department procedure manual.

• Manage vendor sourcing projects and vendor contract negotiation process, including stakeholder workshop, RFP, SLA and SOW creation, vendor RFP response assessments, vendor comparison, and vendor selection in union with business stakeholder.

• Shaped vendor compliance and approval criteria, and checklist.

• Administered schedule and protocols for annual review of vendor contracts.

• Constructed criteria and design of vendor contract database.

• Proposed vendor cost reduction initiative by leveraging increased portfolio levels:

Pricing modification via volume discount, step pricing

Enhanced service level expectations with penalties and rewards

Value added services

• Renegotiated agreements for approximately $500,000 plus annual save in FY 2005 and $3.6 million annual save in FY 2006.

Manager - Vendor Liaison and Escrow Support Services (2000-2003)

• Sourced insurance and real estate tax outsource services. Performed due diligence including RFP preparation, RFP evaluation, vendor assessment, and presentation of selection options noting most advantageous costs and services to management.

Supervisor - Real Estate Escrow Tax Department (1999-2000)

• Managed nationwide escrow real estate tax payment process for 500,000 plus loan portfolio. Other Employment History

Sr. Real Estate Tax Administrator – Capitol Company of America Client Services

• Managed real estate tax escrow function for 500 commercial properties in 25 states Manager, Real Estate Tax Escrow Department - Countrywide Home Loans

• Responsible for real estate tax payment flow for over 400,000 properties in 14 states. Sr. National Account Representative – First American Tax Service

• Recruited to manage account relationship for primary account, and 4 minor accounts, representing over 700,000 loans and $3.7 million in gross annual revenue. Lomas Mortgage, USA

• Assistant Vice President, Customer Service Manager – Lomas Field Services

• Assistant Vice President, Manager, National Field Operations – Lomas Field Services

• Regional Field Manager – Lomas Field Services

• Assistant Regional Foreclosure Manager – Default Operations EDUCACATION

BA – Texas Lutheran University, Seguin, TX

Paralegal Certification – Omega Institute, Cherry Hill, NJ

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