Servicing Operations Manager
2 months ago
**Job Summary**:
**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.
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