Verity Global Solutions – Director – Mortgage Servicing Operations (10-15 yrs)
Job Summary:
– Reporting to the Chief Delivery Officer, the Operations Lead is responsible for the overall strategic and operational responsibility of client delivery management for the Mortgage Servicing business.
– The individual is responsible to grow Verity Global Solutions footprint into new and existing clients by developing a trusted advisor relationship with clients, delivery of our offerings, while sustaining and improving profitability. The leader is responsible for the overall viability, effectiveness, and operational efficiency of the Mortgage servicing business – through high employee
– The role requires highly effective hands-on management techniques to ensure a balance between long term deliverables, operations and motivating staff with widely differing aspirations working on complex processes, where service delivery is critical to success and maintaining business continuity.
Key Roles and Responsibilities:
Strategic:
– Responsible for Revenue generation and Profitability of Mortgage business
– Designing and implementing business strategies, plans and procedures
– Maintain positive working relationships with existing and new clients with a constant focus on premier customer service in a growth-oriented environment
– Take the lead in understanding the critical areas of client’s business and offering them consultation and advisory
– Direct the budgeting, planning, and evaluation of operations
– Work with Business Transformation teams to develop innovative and transformational solutions for clients
– Support Business Development teams in new customer acquisition by providing operational expertise needed to win new clients
– Participate in new business opportunities by either giving inputs at pre- or post-sale, client meeting/presentations
Operational:
– Provide leadership and guidance to management team specializing in the entire mortgage process
– Ensure timely intervention and resolution of client escalations and Management reporting
– Drive efficiencies, productivity and set industry benchmarks
– Assess operational workflows on an ongoing basis to ensure productivity of resources
– Ensure that products, services, and functions are following all Federal, State and local regulatory requirements
– Comply with the organizations policies and information security goals
– Ensure customer/client satisfaction and identify critical areas (process/activity) to add Value
– Review various statistical and performance reports; and make necessary operational changes to maximize overall BU viability
– Maintain robust succession plan to ensure organizational sustainability
Experience:
– 10+ years experience in US Mortgage industry (preferably Mortgage Servicing) with at least two years- experience in a leadership role
– Should have managed a team of 400 plus FTEs
– Thorough knowledge of Operations Management and understanding of market dynamics and trends
– Understanding of operating nuances for specific geographies that business operates in (US and India) is desirable
– Familiarity with multiple Loan servicing systems
Behavioral Skills:
– Strong communicator
– Experience in managing large and diverse teams
– Excellent people management, Organization, and time management skills
– Data mining and analytical skills
