Lead Operations Management Analyst

Job Description

As a valued colleague on our team, you will lead the team to support customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and lead efforts to deliver those outcomes. You will identify, recommend, and assist with implementing process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks.

THE IMPACT YOU WILL MAKE
The Operations - Operations Management - Lead Associate role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

• Support Sellers and Servicers and adhere to service level agreements (SLA).
• Research and resolve exceptions, including escalation and communication of corrected documentation.
• Assist management with tasks related to the design and execute process improvements.
• Perform data analysis, forecasting, capacity management, and loan quality modeling.
• Lead the team in monitoring for process performance and perform risk assessments.

Qualifications

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experience   

• 4 years of Mortgage Industry experience  

Desired Experience  

• Bachelor’s degree or equivalent 
• Experience supporting Sellers and Servicers 
• Understanding of loan workouts e.g. delinquency modification, forbearance, exception management etc.
• Understanding of mortgage terminology and loan lifecycle
• Experience managing cross-functional projects
• Demonstrated ability to work effectively as a member of a virtual team
• Ability to diagnose and solve problems efficiently and effectively
• Demonstrated ability to innovate and improve processes by saving time, reducing costs, reducing risk, or improving the customer experience

Skills

• Experience gathering accurate information to explain concepts and answer critical questions
• Change management skills - document, educate and advise stakeholders through various change initiatives 
• Skilled in documentation and database reporting for the purposes of analysis, data discovery, and decision-making with the use of relevant software such as Crystal Reports, Excel, or SSRS
• The group of skills related to Business Insight including advising, designing business models, interpreting customer and market insights, forecasting, benchmarking, etc.
• Adept at managing project plans, resources, and people to ensure successful project completion
• Relationship Management skills including managing and engaging stakeholders, customers, and vendors, building relationship networks, contracting, etc.
• Skilled in building and presenting information via Powerpoint to various adudience environements
• Skilled in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI

Tools

• Excel
• PowerPoint
• Tableau