As Benjamin Franklin famously said, “When you have finished changing, you’re finished.” At Cenlar, we see transformation not as a one-time event but as a continuous journey – one that’s essential to staying ahead in today’s dynamic mortgage servicing industry.
Laying the Foundation
Every meaningful change begins with a strong foundation, and for us, that foundation starts with our people. Late last year, we began introducing agile methodologies – a way of working that encourages collaboration, adaptability and continuous improvement.
While we’re in the early stages of this journey, Agile represents an exciting opportunity to create a culture of trust and teamwork. We’ve already taken an important step by bringing in Carolyn Dalkiewicz as our Head of Agile Operations, a new leadership role that reflects our commitment to this approach.
We know transformation takes time. Agile isn’t something you flip a switch on; it’s a mindset shift that we’ll build gradually, one team and one process at a time.
Small Changes, Big Impact
Transformation often begins with small, incremental improvements that add up to something greater. One principle guiding us is the 1% rule, inspired by Nick Swinmurn, founder of Zappos. He believed in focusing on small, daily improvements to deliver better experiences for both employees and customers. We’re applying this idea across our operations.
A Glimpse of What’s Next
Looking ahead, our transformation is about more than just process improvements. We’re laying the groundwork for the future by exploring innovative technologies like process mining, machine learning and generative AI (genAI).
One project we’re particularly excited about is a pilot using genAI to improve our regulatory change management process. It’s just one example of how we’re embracing technology to stay ahead of industry challenges and deliver even greater value to our clients while always adhering to regulatory requirements and managing risk.
While we use genAI to assist with the regulatory change management process, we always have our team ensuring that the changes generated by the AI are accurate.
In the months ahead, we’ll share more about this pilot and other initiatives that demonstrate how we’re building momentum toward a stronger, more agile organization.
Join Us on This Journey
Transformation is never easy, but it’s always worth it. In this blog series, you’ll hear from team members across Cenlar who are playing key roles in this journey – sharing their perspectives, successes and lessons learned along the way.
Thank you for joining us as we take these first steps toward a more innovative and impactful future. See our next post, where we’ll dive deeper into the initiatives shaping the future of Cenlar.
