Sharon Malone
Burlington,ON
Summary
An accomplished credit professional with20 years of Retail credit experience in various roles including Risk Management, Internal Audit and Retail Adjudication. Well versed in Retail Lending Policy, credit strategies and risk management principles. Strong leadership, interpersonal skills, and communication skills. My current role provides oversight and effective challenge with a focus on strategic initiatives for Credit Cards, Private Banking Segment and Loyalty products.
Implemented an auto adjudication strategy across national credit centres saving processing time and full time capacity.
Lead an end to end fraud review on home equity financing products, leading to improved oversight within the 2nd line of defense and helped creat multiple tactics for fraud management.
Overview
22
22
years of professional experience
Work History
Director, Group Risk Management Canadian Banking
RBC
02.2023 - Current
- Act as primary risk relationship manager for strategic initiatives and projects
- Provide credit and general risk counsel to the business, operation teams and other risk partners by ensuring risks that impact products, policies and processes are efficiently and accurately identified, assessed, mitigated, controlled and monitored, while maintaining and/or optimizing the risk reward balance
- This includes assessing the processes and methodologies used in determining the underlying level of risk and the tools used to document risks
- Attend project meetings, participate in risk review sessions and, through enquiry and challenge, develop a strong understanding of project proposals and provide guidance and/or options for solutions
- Vet risk assessment documents, policy papers and presentations to recommend to senior management, Product Review and Approval Committee and/or Policy Review Committee as required per established authorities
- Ensure regulatory requirements and expectations are being proactively and adequately addressed with prudent oversight
- Influence partners to develop and maintain a balanced risk mindset and an effective first line of defense within each business; supported by appropriate behaviors, oversight routines and controls
- Lead continuous re-evaluation of risk methodology and operating model, ensuring appropriate frequency and documentation of risk assessment, mitigation and decisions made
- Champion adherence to risk frameworks as per Enterprise Risk Policies and ensure business partners are aware of impacts and requirements
Director, Banking Operations Enablement, and Integration
RBC
04.2022 - 01.2023
- Leads a team of subject matter experts in successful change management, integration, implementation, and embed and sustain activities for initiatives related to Personal Credit, including Home Equity Financing, Personal Lending, Personal and Small Business Cards, and Automotive Finance
- Provides strategic leadership for the team to proactively oversee initiatives impacting the Banking Operations Centers
- Partners closely with Operations Process Strategy teams and other Operations teams in the design of initiatives implementation to ensure requirements are pragmatic, aligned to Banking Operations’ strategy, productivity enhancements are identified, and that the launch can be executed with minimal disruption relative to current business enablers and risk/compliance controls in Banking Operations
- Provides ongoing support to Banking Centers related to Personal Credit, including strategic direction over urgent demands, “business as usual” operational issues, and risk identification evaluation and monitoring to address and mitigate operational deficiencies
- Leads investigation and resolution of complex, high, and medium impact system malfunctions or process breakdowns impacting the Banking Centers, convening cross functional teams, examining root causes, completing impact analysis, formulating and executing remediation strategies, and completing post-mortem reviews to leverage lessons learned and mitigating risk of recurrences
- Ensures team members are equipped with the right skillsets (client and employee focus, data-driven approaches, transformative thinking, relationship management), and are supported by ongoing reporting and routines that drive value for partners
- Demonstrates a collaborative approach and exemplifies appropriate behaviors, language, and actions supporting a positive and productive work environment
- Maximizes employee efficiency and productivity through development of methodical analysis and transformational thinking
Senior Strategy Manager, Credit Adjudication National Office
RBC
02.2017 - 04.2022
- Lead in identifying and operationalizing strategic changes for Credit Adjudication and ensure National execution of risk strategies and optimal level of service and efficiency are achieved
- Accountable for process and strategic execution of Retail Product Team initiatives and implementation for Personal Lending, Home Equity Finance and Cards
- Recommend process enhancements, problem resolution, automated solutions, safety and soundness of process and the integration/implementation of Canadian Banking Operations (CBO) strategic themes
- Maintain service level agreement/turnaround time for both peak & non-peak periods with satisfactory capacity planning and executing on redeployment strategy in conjunction with Adjudication Centre’s
- Ensure processing times are consistently managed and provide insights/feedback to Adjudication Centre’s for coaching purposes through monitoring of KPIs
- Implement cross-functional initiatives according to quality metrics established internally and externally Delivery of a ‘best in class’ experience to our clients and takes action against all available sources of feedback to continuously improve the end-to-end client experience
- Change management leader- Leverages ADKAR principles
- Accepts and successfully executes change while supporting employees through proactive communication, issue resolution and effective decision making
Senior Audit Manager, RBC Internal Audit
RBC
11.2014 - 03.2017
- Provide independent, objective risk assessment and evaluation of the effectiveness of risk management practices, internal control, and corporate governance processes for all of Canadian Banking (Retail Credit) audits
- Lead a team of professional auditors responsible for all aspects of an audit
- Manage staff assigned to the engagement and review working papers for completeness and accuracy
- Collaborate with other audit groups to effectively plan and execute audits
- Through in-depth understanding of the business including changes to the regulatory and business environments, develop and review audit programs to ensure that key risks were effectively mitigated
- Kept abreast of organizational, regulatory, product, strategic and financial changes and/or trends impacting assigned business platform
Retail Banking Adjudicator, Credit Adjudication
RBC
05.2012 - 11.2014
- Adjudicate residential/personal lending applications for various internal sales channels including high net worth clients with accurate and effective risk-based decisions while maintaining service levels with respect to productivity targets
- Handled challenging interactions and unpopular decisions, balancing customer satisfaction within established standards
- Built and fostered relationships with business partners
- Negotiated terms and conditions creatively for borderline applications and obtain sufficient information to make valid risk decisions
Residential Adjudication Manager
CIBC Mortgages and Lending
04.2008 - 05.2012
- Responsible for the day-to-day management of a regional underwriting team, ensure unit objectives surrounding the quality, quantity and timeliness of originations activities are within expected levels of performance by providing coaching, training and motivating all direct reports
- Monitor business volumes, project future growth, and develop staffing plan in anticipation of these trends while leading the relationship management function for the underwriting team and co-ordinate with the area lending Managers as required
- Active participation in the planning, organization and implementation of various projects and/or key local and national initiatives
- Provide weekly audit/post reviews of employee files for quality assurance and provide formal/informal feedback and coaching as well as develop individual performance plans
- Investigate and resolve external/internal customer complaints and service issues
Residential Mortgage Adjudicator
CIBC Mortgages and Lending
09.2005 - 04.2008
- Adjudicate residential mortgage applications for various internal sales channels with accurate and effective risk-based decisions while maintaining service levels with respect to productivity targets
- Built and fostered relationships with business partners
- Negotiated terms and conditions creatively for borderline applications and obtain sufficient information to make valid risk decisions
Residential Mortgage Closing Officer
CIBC Mortgages and Lending
09.2004 - 09.2005
- Assemble, prepare critical closing documentation for mortgage loans
- Communicate with applicants, attorneys, closing agents, and vendors to answer questions and resolve any issues, communicate with title companies to gather all necessary information for accurate document preparation, and coordinate delivery of the documents before closing
Mortgage Servicing
CIBC Customer Service Representative
09.2002 - 09.2004
- Resolve product or service problems by clarifying the customer’s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Education
High School Diploma - undefined
South Carleton High School
Skills
- Risk Management Principles: Credit Risk (Retail Products)
- Influence and Negotiation
- Retail Adjudication
- People Management
- Initiative Management
- Internal Audit, Risk & Controls
- Critical Thinking
Languages
English
Professional Working
Timeline
Director, Group Risk Management Canadian Banking
RBC
02.2023 - Current
Director, Banking Operations Enablement, and Integration
RBC
04.2022 - 01.2023
Senior Strategy Manager, Credit Adjudication National Office
RBC
02.2017 - 04.2022
Senior Audit Manager, RBC Internal Audit
RBC
11.2014 - 03.2017
Retail Banking Adjudicator, Credit Adjudication
RBC
05.2012 - 11.2014
Residential Adjudication Manager
CIBC Mortgages and Lending
04.2008 - 05.2012
Residential Mortgage Adjudicator
CIBC Mortgages and Lending
09.2005 - 04.2008
Residential Mortgage Closing Officer
CIBC Mortgages and Lending
09.2004 - 09.2005
Mortgage Servicing
CIBC Customer Service Representative
09.2002 - 09.2004
High School Diploma - undefined
South Carleton High School
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