Susan Wallace
Fractional Operations Executive | Former Wells Fargo SVP | Fulfillment & Lending Operations | Process Optimization | Scaling High-Performing, Compliant Operations, with a Customer Service Mindset.
- Role
- Doyen Consulting Group
- Location
- Springfield, IL, US
- LinkedIn followers
- 500 followers
About Susan Wallace
I help organizations transform and optimize complex operations into scalable, high-performing fulfillment environments. Over the course of my career, I have led large-scale lending and service operations in highly regulated environments, with a focus on operational efficiency, process optimization, and customer experience. As a former Senior Vice President at Wells Fargo, I led national Small Business Lending and Mortgage operations teams with of up to 800 professionals, responsible for high-volume fulfillment and underwriting activities.Throughout my career, I have been drawn to operational challenges—situations where growth, regulation, or market change require organizations to rethink how work gets done. My focus has consistently been on translating strategy into practical execution: redesigning workflows, implementing standardized operating models, integrating technology platforms, and building teams capable of delivering consistent, high-quality outcomes.Some examples of results I’ve helped deliver include:• Doubling operational processing capacity through scalable demand models• Improving efficiency through workflow redesign and standardized work• Implementing automation initiatives that generated more than $5M in annual savings• Strengthening compliance and risk frameworks across national lending operations• Leading the rollout of enterprise loan origination technology platformsToday, I advise organizations seeking to modernize fulfillment operations, improve operational resilience, and scale service delivery in complex regulatory environments. My work focuses on:• Operational transformation• Fulfillment and lending operations strategy• Process optimization and workflow redesign• Technology-enabled operational improvements• Risk, compliance, and governance alignment• Building high-performing operational teamsMy approach combines strategic perspective with practical operational experience gained from leading large teams and complex processes in real-world environments.
Experience
Nov 2024 — Present · US
Consulting / Advisor Role (Current)Operations & Fulfillment Strategy Consultant
Skills
- Credit
- Mortgage Lending
- Mortgage Banking
- Underwriting
- Refinance
- Fha
- Loans
- Change Management
- Banking
- Risk Management
- Financial Services
- Residential Mortgages
- Consumer Lending
- Credit Analysis
- Operational Excellence
- Leadership
- Loan Origination
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