Mike Sturdivant

Experience

• 

  US Small Business Administration

  Jan 1994 - Jan 1999

  • Loan Closer Supervisor

    Jan 1996 - Jan 1999

  • Loan Officer Supervisor

    Jan 1994 - Jan 1996
• 

  Capital One

  Jan 1999 - Jan 2007

  • Legal Recourse/Improved Collection - Managed paralegals using garnishments and replevins to collect delinquent accounts. Wrote procedures and collection strategies which resulted in collecting 17% over target.• Recovery Skip Tracing and Recovery Collection – Managed teams, met goals, held teams accountable for repossession and collection metrics.• Outsourcing Manager - Supervised liaisons to skip tracing vendors and to collection vendors. Held vendors accountable for performance metrics, conducted onsite visits, remote and onsite quality reviews, and implemented program updates.• Improved Money Collection - Wrote procedures and collection strategies which resulted in collecting 8% over target. Show less

  • Loan Originations Unit Manager

    Jan 2004 - Jan 2007

  • Loan Servicing Unit Manager

    Jan 1999 - Jan 2004
• 

  Fidelity Investments

  Sept 2008 - May 2024

  • Rebuilt team during 2022 due to 75% team attrition. Led team of 16 to achieve 99.8% production accuracy of $15 billion dollars in Q4 2022.• Reviewed more than 19K transactions and performed more than 39 processes.• Created and piloted out of office coverage strategy for 17 associates. Success is being measured by maintaining client service levels, improved accuracy, and increased employee morale.• Created new standards to improve team efficiency with actionable memos, implemented reporting protocol to track adherence to standard. This resulted in reducing number of items to review daily by an average of 18%.• Created weekly reporting for team using Velma reporting and Excel data manipulation. Gives team insight into details of their production and accuracy. Show less • Led team of 11 associates across five distinct functions (Standard Withdrawals, Hardship Withdrawals, Quadro Payouts, Business Operating FEEs, ROEs) throughout each functional seasonality.• Created recurring department wide business partner meetings with Inbound Department to work through issues which slowed the delivery of work to Money Out.• Transitioned new processes from Covington, KY to Westlake, TX and Westlake TX to Albuquerque, NM.• Partnered with Business Continuity department to review annual review across all US sites, and update of Business Impact Assessment throughout the year.• Led global peer manager weekly planning sessions for resources to process next week’s forecasted volume.• Partnered with Inbound, Money Out (US & India), and Participant Maintenance. Led project meetings and presented results to department VPs. As a result of our work, the process has become more efficient. Show less • Took lowest performing team to becoming a top performing team.• Discovered associate strengths, held reoccurring one-on-one and team meetings, visual performance metrics, conduct root cause analysis when errors occurred.• Created QC Challenge to bring awareness of common errors and to motivate team to perform at a higher level. This resulted in a higher QC rate and a perfect month.• Led team through quarterly and annual match events for some of Fidelity’s largest clients.• Created project plans, facilitated client meetings to set expectations and track progress of updates, worked with data team to reduce lag time. Reported progress to senior leadership. Show less • Lean Champion – Shareholder Publishing business lead. Worked with Operations Excellence department to make continuous improvements.• Production Control Manager - Created vision, workflow, and goals for team. Led associates at two sites (TX and NH) to proofread regulatory reports to shareholders and the public. The team proofread more than 52K edits with an accuracy rate of 99.98%.• Financial Publishing Manager - Led team of typesetters, proofreaders, and vendor liaisons to meet service level agreements and regulatory deadlines. Created transition and management tools: o Abilities Assessment - Gauged training and comfort level of typesetters for 128 tasks with an 11-point scale. The assessment was administered prior to the busiest time of the year to assign resources throughout the busy season and understand training opportunities when time allowed. o Best Practices Survey – To understand what worked (and what didn’t). o Competency Tracker - Five competencies, enabling team to exhibit best practice behaviors as well as track and articulate their actions.o First and Fourth Quarter Game Plan - Led new staff through the busiest period of the year. The plan included previous year metrics, Abilities Assessment Summary, Strategies, and Celebrations. o Manager Transition Materials - Included Scorecard, Abilities Assessment, Best Practice Survey, recommendations for the team and next steps for the new manager. Show less

  • Sr. Manager Money IN

    Dec 2021 - May 2024

  • Manager II, Money Out

    Dec 2014 - Dec 2021

  • Manager II, Money IN

    Jan 2013 - Nov 2014

  • Senior Manager of Shareholder Publishing

    Sept 2008 - Dec 2012