Kevin Finnell
Sacramento
Summary
Strategic and results-driven executive leader with over 20 years of experience in the Banking and Mortgage industry. Proven track record of driving transformation through effective planning, execution, and performance monitoring. Recognized for fostering cross-functional collaboration through clear communication, vision alignment, and solution-oriented thinking. Adept at engaging stakeholders across all organizational levels, delivering impactful solutions, and navigating complex, deadline-driven environments. Committed to achieving excellence while leading teams and initiatives that align with both personal and organizational goals.
Overview
23
23
years of professional experience
Work History
Director, Servicing Transformation
Golden 1 Credit Union
02.2024 - Current
- Leader of leaders supporting the Service Operations organization; team functions as an internal consulting/support team for Operations, providing data solutions, process design/improvement, quality assurance, procedure writing/management, and service communications.
- Led transition from legacy CRM platform to ServiceNow, leveraging additional technology/functionality to advance efficiency initiatives.
- Created and deployed quality assurance, procedure writing, communications, and process design frameworks for Service Operations.
- Deployed first of its kind scale-up ratio, enabling leadership to clearly determine impacts of various efforts/initiatives; critical component to grow the credit union while maintaining operating efficiency.
- Led strategic initiatives to enhance operational efficiency and productivity across departments.
- Developed and implemented comprehensive business strategies aligned with organizational goals.
- Oversaw cross-functional teams to drive project execution and deliver on key performance indicators.
- Established metrics for performance evaluation, fostering a culture of continuous improvement.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Mentored emerging leaders, enhancing team capabilities and succession planning efforts.
Manager, Account Services
Golden 1 Credit Union
03.2022 - 02.2024
- Led a team of Program Mangers providing support for Operations, including process design/optimization, initiative management, and identifying improvement/efficiency opportunities.
- Managed CRM solution for the Credit Union, including development and maintenance of 60+ workflows.
- Managed relationships for print/document delivery vendors, along with standardizing member communications (statements, letters/notices, alerts, etc.)
- Collaborated with key business partners on driving self-service and automation opportunities.
- Led team to execute operational strategies, enhancing workflow efficiency and service delivery.
- Developed training programs for staff, improving onboarding and skill development processes.
- Analyzed performance metrics to identify areas for improvement and drive operational excellence.
- Collaborated with cross-functional teams to streamline processes and enhance customer satisfaction.
Senior Operations Program Manager
Golden 1 Credit Union
02.2019 - 03.2022
- Managed CRM solution for the Credit Union, including utilization, development, maintenance, and process design.
- Responsible for key department initiatives focused on efficiency gains, paper reduction, and process improvement.
- Led cross-functional teams to streamline operational processes and enhance service delivery efficiency.
- Developed and implemented project plans to support strategic initiatives across multiple departments.
- Analyzed performance metrics to identify areas for process improvement and cost reduction.
Senior Manager, Shared Services
Golden 1 Credit Union
03.2017 - 02.2019
- Responsible for Geo-Market strategy, optimization, and performance metrics for the Retail Division of Golden 1.
- Developed and delivered roadmap for transforming the Credit Union’s funds availability policy and processes; implemented standardized approach for all channels.
- Developed roadmap and implemented the Centralized Consumer Complaints Management Team for entire Credit Union.
- Implemented CRM hosted solution for entire Credit Union; responsible for expansion strategy, utilization, workflow and efficiency initiatives.
- Led several process improvement initiatives, with significant efficiency gains and expense reductions.
- Analyzed market trends to inform strategic decision-making and drive business development initiatives.
Senior Retail Process Delivery Administrator
Golden 1 Credit Union
09.2016 - 03.2017
- Responsible for business analysis within the Retail Delivery organization, with a focus on process improvement and change management initiatives.
- Led efforts around innovations and improvements to business process workflows and products.
- Responsible for leading key strategic initiatives for the Retail organization.
Vice President, Program Management
Bank of America
03.2011 - 12.2015
- Managed the performance optimization, compliance, and new guideline implementation for the Bank’s Government Lending Programs (FHA, VA, USDA/Rural Housing).
- Responsible for monitoring and optimizing FHA Short Sale and Deed-in-Lieu program performance.
- Responsible for reviewing Sub-Servicing relationships for optimization opportunities. Led several cost saving and efficiency driven initiatives.
- Responsible for the development and implementation of controls over the Home Equity 2MP program/process.
- Managed MHA-C (CFPB) engagements, audits, QA development, QC testing, and the corrections/delayed conversions processes.
Vice President, Client Management
HomEq Servicing (Barclays Capital/Wachovia)
07.2003 - 11.2010
- Managed relationships of all clients for over $40 billion loan servicing portfolio.
- Managed team of Client Relationship Managers and 3rd Party Claims Associates.
- Performed Business Development functions – built client base from three, to over 20 3rd Party Clients.
- Streamlined contract process – initiation of business terms through execution – ensuring legal and business compliance. Managed negotiation/execution of all servicing contracts for entire organization.
- Responsible for engagements of Regulation AB/USAP, Sarbanes Oxley, and internal audits.
Education
Bachelor of Science - Business Administration And Management
California State University, Sacramento
Sacramento, CASkills
- Relationship building
- Strategic planning
- Verbal and written communication
- Decision-making
- Process Design/Improvement
- Automation/Innovation
Timeline
Director, Servicing Transformation
Golden 1 Credit Union
02.2024 - Current
Manager, Account Services
Golden 1 Credit Union
03.2022 - 02.2024
Senior Operations Program Manager
Golden 1 Credit Union
02.2019 - 03.2022
Senior Manager, Shared Services
Golden 1 Credit Union
03.2017 - 02.2019
Senior Retail Process Delivery Administrator
Golden 1 Credit Union
09.2016 - 03.2017
Vice President, Program Management
Bank of America
03.2011 - 12.2015
Vice President, Client Management
HomEq Servicing (Barclays Capital/Wachovia)
07.2003 - 11.2010
Bachelor of Science - Business Administration And Management
California State University, Sacramento