Developed and managed the Servicing Change Management process for mortgage servicing to ensure the company remained in compliant with VA, FNMA, USDA, & FHLMC servicing guidelines. Prepare instructional documentation and update user documentation to reflect process flow and technical documents that will be used to build process. Within this process also developed and created guidelines for a new process forServicing Change Management, Policy and Procedure Attestation process for mortgage servicing.. The guidelines bascially required each line of business owner to attest to their policies and procedures on an annual basis and if changes needed to be made I would head the project to ensure those changes were verified and acurately depicted within the policy document.

Collaboratively worked with management and peers in creating the Business Oversight Strategic Support department by developing the process, drafting the procedures, developing a SharePoint site for tracking and reporting, creating JIRA cases, creating and communicating business requirements while also executing and resolving aged remediation cases.

Headed the Global Record Retention and Access Administration project for the Customer Assistance department within Mortgage Servicing. This required and entire enhancement to the process of record retention and access administration on shared spaces within the organization.The project also encompassed a complete overhaul of the prior SharePoint shared spaces and/or the development and migration to a new SharePoint site which also included creating rules around the administrtation and access to those designaterd SharePoint spaces.

Developed and then managed the internal quality control process for the letter coordination team for the mortgage divisionat JP Morgan Chase Bank. This included creating new hire training material, developing policies and procedures, creating process flow charts, and communicating an effective risk and control structure to thebusiness.Developed a new SharePoint site utilizing SharePoint Designer which encompassed an inventory/aging dashboard for management.Created user input forms utilizing InfoPath providing a more stimulating view to feed data to the lists located within the SharePoint server. Created libraries and lists for the department to be more user friendly so associates could use the site to benefit them by enhancing their performance and storing all user reference materials in a central location. Based on the quality control results, developed and provided weekly reporting to offshore leadership team as well as the leadership in the states. Completed Monthly Business Review (MBR) for executive management. Once the internal process was up and running seamlessly, a business decision was made to transition the process to our offshore partner's in Manilla. Forecasting was developed along with a proposal of the intent to transfer the process and was presented to executiive management. Once approval was received I was responsible for leading the offshore transition of the QA process. After the successful transition, I was then still responsible for managing the process as well as managing the offshore team as it related to the QA function for letters.