Job Summary:
We are seeking a dynamic and experienced Servicing Operations Manager to oversee and streamline the day-to-day operations to one of our clients. The ideal candidate will ensure efficient workflow, compliance with regulatory standards, and exceptional customer service delivery. This role involves managing teams, implementing process improvements, and driving operational excellence to meet business objectives.
Key Responsibilities:
Operations Management:
- Oversee servicing operations, including loan servicing, account management, and customer support.
- Develop, implement, and monitor operational policies and procedures to ensure efficiency and compliance.
Team Leadership:
- Manage and mentor teams to deliver high-quality service and achieve performance targets.
- Conduct regular performance reviews, provide constructive feedback, and develop training programs to enhance team capabilities.
Process Improvement:
- Identify inefficiencies in servicing operations and propose process improvements to optimize performance.
- Leverage technology and tools to enhance operational workflows and customer experience.
Compliance and Risk Management:
- Ensure all servicing operations comply with regulatory standards and company policies.
- Manage audits and implement corrective actions to mitigate risks.
Project Management:
- Lead and manage servicing-related projects, ensuring timely delivery and alignment with business objectives.
- Collaborate with cross-functional teams to implement system upgrades or process enhancements.
Reporting and Analysis:
- Monitor and analyze key operational metrics, providing actionable insights to senior management.
- Prepare detailed reports on operational performance, team productivity, and compliance adherence.
Stakeholder Collaboration:
- Act as the main point of contact for internal and external stakeholders related to servicing operations.
- Address escalations effectively and ensure customer satisfaction.
Qualifications:
- Bachelor’s or Master’s degree in Operations Management, Business Administration, or a related field.
- Professional certifications such as PMP (Project Management Professional) or Certified Loan Servicer.
Experience:
- 8-10 years of proven experience in servicing operations management, with a strong understanding of loan servicing and customer service best practices.
Skills and Competencies:
- Exceptional leadership and team management skills.
- Strong project management and organizational abilities.
- Excellent analytical and problem-solving skills.
- Proficiency in using servicing software and operational tools.
- Effective communication and interpersonal skills.
Behavioral Competencies:
- Results-driven with a focus on operational excellence.
- Collaborative mindset with the ability to manage multiple stakeholders.
- Adaptable and proactive in addressing challenges and driving solutions.