CASE STUDY
CHALLENGE
Open Mortgage is a multi-channel mortgage lender that serves thousands of clients annually and provided over $1B in home loans in 2020. In 2019, the company acquired multiple branches, each with its own systems and processes which needed to be integrated in Open Mortgage’s operations.
SOLUTION
Janet Ply has helped Open Mortgage through three transitions. They hired Janet to lead the “One Open Mortgage” project, tasked to unify how their merged operations team worked. Janet did that and also helped the team evaluate and optimize processes. Well into that project, Open lost its VP of Lending Operations, and Janet stepped up to help keep ops humming along, while continuing the process optimization work. When the 2020 mortgage tsunami hit, Janet helped the ops team with critical analysis and coaching to help the team handle company-record levels of business. Janet is also helping Open establish a PMO so that the team is equipped to self-manage projects going forward.
RESULTS
Open Mortgage’s operational processes and productivity have significantly improved. We have clear metrics to provide insights into critical operations drivers. The company is leveraging outsourcing more effectively for keeping loan costs down and managing staffing variations. Open also has a portfolio of enterprise projects defined and underway to continue building out solutions to support future growth.
“Janet will gently require you to have crisp metrics, to follow them consistently, and decision against them regularly. In short, she will make you better, and she will do that without being brusque or demeaning. Janet has become a friend and I recommend her highly.”