Adam McKern

Responsible for the day-to day management of a highly critical business lending team. Exceed performance targets by empowering a diverse team to deliver strong outcomes. Evaluate employee performance and provide adequate coaching to increase quality of work and operational efficiencies. Conduct comprehensive risk assessments for projects and implement appropriate mitigation strategies to ensure complete adherence to regulatory compliance. Provide ongoing reporting for forecast analysis and ad-hoc reporting in support of key decision-making. Inspire and collaborate effectively to contribute continuous improvement ideas.

KPIs include:

• Drive an increase in Net Promoter Score in both consumer (+4) and business (+2).
• Implement CI ideas (min: Financial saving of $100K)
• >95% Service levels met when volume is within forecast.
• Maintain a minimum team quality of 95% and 95% productivity.
• 0 control failures for operating effectiveness.
• Show sustained improvement in employee job satisfaction and engagement levels.

• Manage the workflow of business lending operation queues, allocate work based on team member skillsets to ensure efficient completion of customer requests and provide support to the team manager by helping with operational objectives.

• Process highly sensitive customer business lending requests, consistently meet and exceed performance targets, adhere, and maintain all regulatory standards and identify and escalate continuous improvement opportunities to improve process efficiency.