Quality Improvement Senior Manager

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Regular or Temporary:

Regular

Language Fluency:  English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

Responsible for managing Quality Oversight teams in a heavily regulated environment on various quality monitoring/assurance/control activities for all Mortgage Servicing processes. Direct and manage Quality Oversight Business Analysts and Testing Managers’ activities that lead to risk mitigation and improved business efficiency directly impacting the results of the servicing operations. Observe processes, reports, trends and measure results against established servicing standards. Act as a liaison between servicing operations, quality assurance/control, risk partners and executive management.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Following is a summary of the essential functions for this job.  Other duties may be performed, both major and minor, which are not mentioned below.  Specific activities may change from time to time.  
1.    Provide leadership to ensure team members adhere to all governing servicing SLAs, regulations and investor requirements. Oversee compliance to controls ensuring Servicing processes aligns with enterprise standards and helps proactively manage emerging risks. 
2.    Oversee proper management, budget, staffing, performance and development; as well as hire, train and coach staff. Ensure analysts are well-trained in regulatory and Servicing requirements to identify and track risk.
3.    Establish, review and maintain department standards; identify gaps, coordinate improvements and develop controls to enhance efficiencies and minimize risks. Ensure controls are adequately designed and operating effectively.  Foster a spirit of continuous process improvement and offer recommendations to refine and/or enhance processes as necessary while maintaining strong controls and client satisfaction.   
4.    Oversee strategic efforts to identify report, prioritize, and manage risks and/or control deficiencies, including emerging risks and risks/controls that span Mortgage Servicing. Accountabilities include serving as a subject matter expert for Mortgage Servicing, including strong awareness of internal and external risks, industry best practices, current and emerging technologies, business unit(s) regulation and requirements, and corrective action processes. 
5.    Aggregate, integrate, correlate, and report adverse issues, trends or inefficiencies to senior management and other lines of business along with root cause analysis and proposed solutions; implement agreed upon resolutions in collaboration with Servicing lines of business. 
6.    Build and maintain relationships with internal and external business partners, managing expectations and accountability.
7.    Proactively plan, build and execute Mortgage Quality program, by evaluating effectiveness of mortgage servicing business operation improvements and ensuring adherence to operational requirements. Report, escalate and opine on the process, quality, and compliance of the functional area. Monitor and track corrective action plans, including remediation and preventative action required as a result of Quality reviews.
8.     Oversee the results of monitoring, testing and quality oversight functions for potential breaches and/or systemic themes; ensure escalation and timely remediation. Provide direction and guidance in the development testing for Mortgage Servicing.  
9.    Develop and present actionable reporting to senior management regarding the overall Quality story that influences business decisions. Ensure scheduled reports are completed accurately and distributed timely.
10.    Facilitate and/or participate in monthly forum for Mortgage Servicing and Default Leadership, Credit Risk Management and senior Mortgage Lending management to provide results and remediation needs for Servicing Quality Results. 
11.    Serve as the primary contact for internal and external audit reviews related to quality activities. Manage timely and complete responses to findings and partner with stakeholders to implement sustainable corrective actions.
12.    All other duties as assigned.

QUALIFICATIONS
Required Qualifications:
The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1.    Education or training in Mortgage, Finance, or strongly related Industry
2.    A minimum of ten years in a management or leadership role of individual contributors 
3.    Bachelor’s degree or equivalent education and related training.
4.    Subject matter expertise with strong knowledge of mortgage servicing systems and overall mortgage servicing and default processes (e.g. Contact Center, Loan Administration, Default Collections, Loss Mitigation, Foreclosure, Bankruptcy, Credit reporting, Cash Operations, etc.)
5.    Strong oral and written communication skills with ability to deliver effective presentations with all levels of senior management and external agencies
6.    Strong interpersonal, time management and organizational skills adaptable to a dynamic and complex work environment; Capable of handling multiple projects concurrently
7.    Strong analytical, problem solving and decision making skills in complex environments and with senior leadership
8.    Ability to work in a continually changing and fast-paced environment
9.    Medium/High ability to operate independently
10.    Experienced manager capable of managing through difficult and complex issues with the ability to support multiple tasks, with varying levels of complexity, importance and involvement. Must exhibit a keen attention to detail and the ability to quickly comprehend information. 
11.    Ability to analyze complex data to identify trends and potential issues
12.    Fifteen years of mortgage experience, quality oversight/assurance/control, mortgage servicing operations, risk management and/or regulatory compliance, process improvement experience specific to the functional area of position.
13.    Demonstrated ability to drive team performance and efficiencies.
14.    Demonstrated proficiency in basic computer applications, MSP, and Microsoft Office software products, particularly Excel, PowerPoint and Visio

Preferred Qualifications:
1.    Proficient with ICE’s Mortgage Servicing Platform (MSP) servicing system and overall mortgage servicing processes (e.g. acquisitions/transfers, Customer Service, Escrow Administration, Payments, Payoffs, Investor Reporting, Collections, Loss Mitigation, Foreclosure, Bankruptcy)
2.    Strong knowledge of mortgage investor/insurer, regulatory guidelines and industry standards
3.    Experience in the area of process improvement, change management, operational control and audit. 
4.    Master of Business Administration (MBA) degree or supplemental education and experience in residential mortgage lending, including audit, quality control, underwriting or regulatory compliance

The annual base salary for this position is $103,800 - $180,000

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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