Taylor Morrison Home Funding:
Outsource Partnership in the Overhaul of Firmwide Policies & Procedures
After the success of i3’s work on the complete overhaul of Hudson City’s Savings Bank’s Mortgage Servicing policies and procedures (P&Ps), our team of technical writers and a project manager were brought in to Taylor Morrison Home Funding (TMHF) to do the same for this lending arm of Taylor Morrison Home Builders (one of the largest builders in the country which has been recognized as America’s Most Trusted® Home Builder for the past five years – 2016-2020).
We were initially brought in to write policies for all the departments of TMHF. With the success of that endeavor, the scope of the effort was greatly expanded to include our writing detailed procedures, as well.
Given that there were virtually no existing formal procedures, our team gathered and analyzed all existing source material (such as the policies we wrote, grass roots-one off procedures, job aids, forms, systems and user documentation, Audit Reports, external mortgage manuals, etc.) and conducted interviews and walk-throughs with management and subject matter experts (SMEs).
The departments for which we developed this comprehensive body of policies and procedures included:
- Appraisal Management
- Quality Control
- Secondary Markets
- Lock Desk
- Corporate Training
We completed this effort by formatting, storing, and interlinking all the P&Ps in SharePoint, and training management and staff on their ongoing maintenance.
We received positive feedback from management and staff throughout the organization. In particular, they expressed appreciation for their ability to use the procedures as a training tool for new hires and for cross-training existing staff, for simplifying and clarifying regulatory compliance requirements, and for the ease of accessibility of job aids for performance support.
Due to the success of this work, TMHF continues to partner with i3 on an ongoing basis to support additional requirements, including:
- Development and testing of their Business Continuity Plan.
- Review and update of IT Change Management Procedures.
- Contingent Staff:IT Help Desk Analyst.
- Design and development of a customized, sophisticated SharePoint 365 document/information repository for the firm and migration of all content to support the individual needs of each department.