Summary:

The VP, Servicing Operations position will be responsible for driving strategic control initiatives including the development and implementation of data-driven solutions. As a leader in our servicing organization, this position will successfully design, implement, and monitor processes, datasets and reporting to identify exceptions requiring remediation in connection with loan onboarding to the servicing platform from origination system interfaces and bulk mortgage servicing rights transfers. The implementation of data integrity reporting, reconciliation and exception processing protocols will be foundational to achieve loan onboarding controls and quality metrics for Servicing. Position will establish vendor management oversight data-based reconciliation routines for validation of services rendered and related performance metrics. Position will be responsible for governance of assigned functional groups to ensure compliance with investor/insurer timelines, requirements, and quality parameters. Successful candidate will bring to the position the skills and capabilities required to successfully create and implement cross functional designs and routines through process reengineering, leveraging existing and emerging industry technology, report design and implementation, creation of  management tools and dashboards, championship of root cause and data analytics, application of business/market intelligence, and innovation of new process models. The position will be expected to attain operational metrics goals including customer satisfaction, servicing cost reduction, cycle time decreases, productivity increases, quality improvement, and capacity increases.

Essential Job Duties and Responsibilities:

Provide leadership, direction, and coaching to multiple direct reports who manage the following functional components; default reporting, illogical exception reporting and processes, and onboarding loan quality oversight and controls.

Establish data driven controls and processes to ensure servicing transfer onboarding processes for MSR acquisitions meet investor, insurer, regulatory, and internal servicing quality standards.

Design and implement robust data management and reconciliation processes to ensure that loan data is accurately onboarded to servicing with no downstream impacts.

Complete assessment of all key vendors engaged by Servicing and obtain datasets for each vendor with integration of data into existing repositories and, through identification and creation of  documented business rules, deliver automated data reconciliation routines and report output in connection with validation of vendor services and performance. Assessments will be continual to identify changes in vendors contracted and related vendor service scope and contractual service metrics.

Identify out -of-standard occurrences for exceptions and root cause analysis, proactively identifying opportunities to create efficiencies and improve processes. Lead business process engineer and/or re-engineer  initiatives using DMAIC methodology.

Engage in cross-functional process design, development, improvement, and documentation.

Demonstrate thought leadership through industry networking and emerging data integrity software, applications, and capabilities.

Manage and coordinate operational and project activities with management, vendors, and end users, while ensuring adherence to operational and project timelines, standards, and budgets.

Work with outsourced vendors to help find possible value. Validate quality, required FTE, capacity, cost, reporting and scorecards. Monitor and improve operational efficiencies and profitability by identifying, developing, and managing process improvement projects.

Effectively leverage outsourcing strategies that focus on offshoring/outsourcing back-end office support for various departments functions. This includes an annual assessment of each departmental process to identify new opportunities to increase offshoring/outsourcing utilization where possible.

Develop, track, and enforce steps and controls for transitioning functions offshore or to outsourcer, including legal and compliance review and approval.

Provide governance and oversight to ensure all reporting, training, and departmental procedures comply with state, federal and agency requirements.

Provide guidance and leadership for management and staff. Lead and mentor staff to develop and reinforce skills, improve processes and procedures, and increase overall effectiveness. Set and maintains goals and objectives for each direct report and their respective workgroups and functional responsibilities to maximize accomplishment of goals and standards.

Enhance department functions, by consistently looking for opportunities to improve the efficiency of the department and improving the customer experience.

Manage compliance risks and the controls designed to prevent, eliminate, or mitigate losses.

Develop and maintain appropriate controls and reporting.

Continuously monitors, reviews, and evaluates processes to enhance department operations and makes recommendations for process improvement.

Collaborate with Compliance, Legal, Training, to maintain a fully efficient and compliant department.

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Performs other related duties as assigned.

Supervisory Responsibilities:

This position has direct reports. Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Data Management and Governance; Possess a strong technical acumen with a deep understanding of data management and regulatory frameworks. Knowledge of business intelligence/reporting tools to document and analyze current state data flows and suggest improvements. Demonstrated strong relationship management skills with business partners to facilitate data governance meetings, communicate data rules, and navigate discussions around data governance issues.

Business Engineering: Can successfully lead team through process review leveraging DMAIC model and tools to define problem statement, gather data and metrics measurements, analyze root cause, implement tailored solutions, and establish control parameters to maintain desired metrics post initiative/project closure.

Project Planning and Tracking: Integration Management – Can successfully integrate planning tasks across multiple spaces within and across LOBs. Resource Management - Identifies and negotiates resource needs for projects. Successfully ensures business counterpart readiness activities are complete and takes ownership for entire end-to-end project.

Issue / Risk Management: Resolves issues through mediation, negotiation with project team, or escalation with Project Sponsor. Escalation Management - Knows when/what to escalate and to whom. Demonstrates ability to prioritize issues on the critical path accounting for multiple factors. Understands subject matter to facilitate meaningful issue and risk discussions.

Financials / Budgets: Understands the cost elements and target benefits that are included in a project budget that make up the project cost benefit analysis. Provides input/manages the completion of the project cost benefit analysis. Proactively seeks understanding of project target variances and influences timely resolution.

Professional Development Skills: Has excellent skills such as oral and written communications, personal credibility, teamwork and collaboration, work planning, and estimating. Communicates confidently with executive management. Provides proactive communications to key stakeholders and project work teams. This role is cross-functional and requires a strategic thinker comfortable with cross-departmental alignment and communication.

Business Value Delivered: Scope Prioritization - Ability to manage project scope and work with the team to recommend options. Ability to document project goals and related metrics tracking to ensure benefit realization.

Manage and Support People: Proactively provides constructive performance feedback on project resources as well as seeks feedback on his/her own performance. Motivates team members to get the best results. Global management, time zones and offshore resource coordination.

Dealing with Ambiguity: Defines, discovers documents, or standardizes processes as appropriate. May be hands-on or leveraging others to clarify or resolve process gaps. Follows through to completion with an eye towards repeatability.

Decision-Making: Empowers the project participants and leads to make quality decisions in a timely manner. Ability within team to assess situations and make appropriate, effective, timely project decisions. Accepts accountability for decisions. Makes decisions in a timely manner, sometimes with incomplete information and under tight timelines and pressure.

Organizational Agility: Understands organizational structure to influence and obtain agreement from senior leadership, business partners, risk, and compliance. Knows who/where to pursue information within the organization and applies towards removing team obstacles. Has developed sufficient subject matter expertise to determine path needed to pursue.

Education and/or Experience:

B.S. or B.A. or equivalent work experience required; advanced degree beneficial.

10-13 years of senior level operational management experience.

5-10 years of mortgage specific experience is required with experience specifically in  servicing highly preferred.

Process/LEAN engineering experience in a business workflow and control environment.

Knowledge of Access Database, BusinessObjects, Tableau, Visio preferable.

Knowledge of data governance and data utilization.

Vendor management and oversight experience preferable.

Business requirements, user acceptance test plan creation, and knowledge of systems development life cycle preferable.

Business change management experience preferable.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are highly complex, numerous and undefined, and require rigorous information gathering, analysis and investigation to understand the problem. Problems typically impact many departments or sub-functions. Problems are typically solved through drawing from market knowledge, prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

Freedom Mortgage is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. Freedom Mortgage Corporation may change the specific job duties with or without prior notice based on the needs of the organization.