About the role
from listingJoin an organization that drives on improving customer experience for escrow accounts and monthly payment adjustments.
Embark on a rewarding and challenging career as a Vice President Operations Manager II with our dynamic team. You'll have the opportunity to make a significant impact by supporting key initiatives, and expanding your skills in a supportive and collaborative environment. Join us and contribute to our mission while advancing your career. As the Home Lending Escrow Operations Vice President within the Escrow Analysis department, you will be responsible for overseeing the completion of the monthly escrow analysis statements for our valued customers. You will demonstrate strategic thought leadership, as well as delivery of best practices, you will leverage your deep understanding of Escrow functions and strong operational knowledge to make informed decisions that deliver to each of our businesses. Job Responsibilities Manage highly regulated, high volume back-office functions. Ensure federal obligations are met to deliver an annual Escrow Analysis summary statement. Creates an environment that promotes transparency, accountability, and a motivated team. Provide daily oversight and interface with product and statement teams, focusing on customer experience, timeliness, efficiency, and controls. Responsible and adhere to all customer SLAs, both external and internal. Interface regularly with key control partners and ownership of audit/compliance review results for all functions in Escrow Analysis. Responsible for capacity planning, productivity targets, headcount management and all other budget obligations for the Escrow Analysis organization. Oversee escalations related to customer complaints, tax sales, and other matters Partner with leaders across the organization to develop and implement customer-oriented and controlled solutions to complex problems facing the operation. Required qualifications, capabilities, and skills Minimum of five years in large scale Operations management roles. Strong knowledge of mortgage servicing, escrow operations Experience building strong relationships with internal and external clients, as well as vendors, facilitating successful achievement of goals Ability to create and achieve a desired future state vision through influence on group and individual goals, reinforcements and systems Excellent written and oral communication skills Able to recruit, retain and develop best in class industry leaders, aligned with Mortgage Banking’s employee engagement culture Proven ability to innovate, lead and execute at all levels of management. Ability to manage through large scale change Minimal travel