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Work Background
TIAASenior Director, Head of Enterprise Vendor Management
May. 2022Jacksonville, Florida, United States- Directed enterprise-wide Third-Party Risk Management (TPRM) program covering 1,700+ vendors across a Fortune 100 global financial institution. - Oversaw the full third-party lifecycle: onboarding, due diligence, reassessments, continuous monitoring, and offboarding. - Implemented an enhanced TPRM framework that achieved upfront approval for ~80% of contracts while reducing third-party onboarding timelines. - Defined and reported risk metrics to Risk Committees and the Board, providing executive visibility into cybersecurity, privacy, AI, and compliance risks. - Partnered with legal, cybersecurity, compliance, and enterprise risk teams to embed NIST, SOC2, GDPR, and CCPA requirements into contracts and vendor controls. - Optimized TPRM systems and workflow, advancing automation and risk quantification practices. - Managed global, hybrid team; achieved 88% employee engagement through mentorship, training, and leadership.
TIAAVP/Sr. Director, Vendor Portfolio Management
May. 2021 - May. 2022Jacksonville, Florida, United States- Designed and executed the target operating model consolidating multiple TPRM programs into one cohesive enterprise-wide framework. - Developed scalable processes, workflows, and training, driving efficiency and compliance. - Partnered across business units, cybersecurity, and compliance to identify, assess, and remediate third-party risks, including data privacy and technology risks. - Served as Interim Head of Enterprise Vendor Management (Jun–Dec 2022). - Selected for Advanced Leadership Program (high-potential leader program).
TIAA BankVP, Senior Vendor Management Program Manager
Mar. 2018 - May. 2021Jacksonville, Florida- Developed future target operating model to integrate two disparate Vendor Management programs into one cohesive, streamlined, and value-add operation. - Developed end-to-end vendor management process workflows, including all stages of the vendor management lifecycle (planning, risk assessment, due diligence, contracting, ongoing monitoring, and termination). - Led the development of TIAA’s current vendor due diligence process including identification of applicable risk domains and the development of standardized questionnaire and assessment templates - Led responses to multiple regulatory, internal audit, and investor exams with no material findings noted. - Managed vendor activity related to the acquisition of EverBank by TIAA while maintaining regulatory compliance for the resulting institution, TIAA Bank.
EverBankAVP, Vendor Management Manager
Apr. 2013 - Mar. 2018Jacksonville, Florida Area- Assisted in the design and rollout of a regulatory-compliant vendor risk program across the enterprise. - Drafted and implemented policies and procedures embedding risk governance throughout the third-party lifecycle. - Partnered with business units to balance regulatory compliance with speed-to-market vendor onboarding. - Directed vendor due diligence, contract reviews, and reassessments ensuring compliance with legal, cybersecurity, and regulatory standards. - Created and delivered reporting dashboards tracking due diligence volumes, trends, and risk status for executives. - Enhanced oversight processes for high-risk vendors, ensuring resilience and compliance with banking regulatory requirements. - Coached, trained, and supervised vendor managers to build risk and compliance acumen.
PHH CorporationStrategic Sourcing and Provider Governance Manager
May. 2007 - Apr. 2013- Established vendor inventory, policies, and governance procedures that matured into a regulatory-compliant vendor management program. - Managed high-value vendor relationships and sourcing projects (~$5M annual spend). - Monitored vendor risk exposure and implemented corrective action plans to mitigate operational and compliance risks.
PHH MortgageDocument Review Manager
Aug. 2005 - May. 2007-Led multiple high-performance teams across core operational functions, including Document Review, Property and Title Review, Third-Party Verification, Title Ordering, and Quality Review. Accountable for driving productivity, accuracy, and efficiency across business-critical processes supporting loan fulfillment and compliance. - Directed day-to-day operations for multiple teams to meet departmental and enterprise goals for quality, turnaround time, and regulatory compliance. - Coached and mentored frontline supervisors to build leadership capability, strengthen performance management, and ensure consistent service delivery. - Partnered cross-functionally with internal departments to streamline workflows and enhance communication. - Developed and analyzed performance reports to identify process bottlenecks, implement improvements, and sustain high productivity levels. - Supported outsourcing strategy by preparing training materials, standardizing procedures, and serving as the primary liaison for the Jacksonville site during outsourcing transitions.
PHH MortgageDocument Review Supervisor
Apr. 2004 - Aug. 2005- Managed onshore/offshore vendor resources, ensuring adherence to contract SLAs and compliance controls. - Designed and delivered training for outsourcing initiatives improving efficiency while maintaining quality standards.
PHH MortgageLoan Processing Supervisor
Apr. 2003 - Apr. 2004- Directed daily loan processing operations to meet performance, accuracy, and compliance goals. - Monitored production reports and implemented process improvements that increased team efficiency and turnaround time. - Coached and developed team members to strengthen technical proficiency and communication effectiveness. - Partnered with internal business units to resolve complex issues and streamline cross-departmental collaboration. - Served as the primary liaison between USAA’s Loan Processing Center and external partners to ensure operational alignment and client satisfaction.
PHH MortgageLoan Processor
Dec. 2001 - Apr. 2003- Managed the loan lifecycle from origination through closing for a high-volume portfolio of conventional and VA loans. Provided personalized service to high-profile clients, including USAA and Merrill Lynch members. - Acted as primary point of contact for clients, financial advisors, and real estate professionals, ensuring seamless loan processing and communication. - Underwrote and reviewed documentation for accuracy and compliance with lending requirements. - Mentored new processors on systems and workflows, promoting consistency and quality across the team. - Recognized for performance excellence and trusted with complex, high-value client portfolios.
PHH MortgageFile Completion Associate/ Specialist
Apr. 2000 - Dec. 2001- Reviewed and cleared post-closing conditions to ensure complete and compliant loan packages. Promoted from Associate to Specialist within five months due to performance and technical accuracy. - Coordinated with customers, closing agents, and internal teams to obtain required documentation and resolve outstanding conditions. - Supported new-hire onboarding and training initiatives, including assisting with launch of a new processing site in Jacksonville. - Cross-trained in refinance processing during high-volume refinance periods, contributing to operational flexibility and throughput.
PHH MortgageReview Specialist
Mar. 1999 - Apr. 2000- Reviewed closing documentation and input settlement data to ensure completeness, accuracy, and compliance with regulatory and investor requirements. - Maintained high data accuracy rates in loan review and documentation entry. - Collaborated with internal teams to identify and correct discrepancies, reducing rework. - Assisted in training initiatives and departmental projects supporting process improvement.
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