Senior EVP, Head of Consumer Lending and Operations Group, Wells Fargo
Avid Modjtabai's big job at Wells Fargo got even bigger this year.
Modjtabai took on responsibility for the company's operations group and added its 10,000 employees to the 55,000 she already oversaw. The operations group manages essential banking functions, such as protecting customers from fraud and helping companies wire funds, and the hope is that by combining that line with consumer lending, Wells will be able to bring new services to customers more quickly. Being nimble is especially important as consumer lending faces heightened regulatory scrutiny and increased competition from nonbank lenders.
The veteran Wells Fargo leader and her team outlined several core principles — transformation, rigor and culture — that guide their efforts. So far the work seems to be paying off. During 2015, the mortgage group reported a 23% jump in volume over the prior year, while the overall net credit loss dropped 20 basis points. The group financed one out of every six home loans in the U.S.
Modjtabai's team has launched a number of new digital and mobile offerings in its ongoing effort to improve the customer experience. New digital features include streamlined loan applications, mobile wallets, digital payments and real-time text alerts. The continuing rollout of the group's YourLoanTracker technology for home lending is helping to eliminate paper and provide real-time updates to customers on the status of their loan applications.