Director, Operations Support

Cenlar is the nation’s leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. A promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career.

The Director, Operations Support is responsible for leading and managing a support function within Operations which may include HELOC, Third Party Vendor Management, and Client Management.  This position will interface with all operations departments and is responsible for key initiatives around operational efficiencies and risk mitigation.  In addition, they will play a key part in leadership and development of our line management teams and will be an instrumental part of our leadership team delivering and executing on our business plan objectives.

Responsibilities:

General Responsibilities

• Overall responsibility may include HELOC, Third Party Vendors, and Client Management
• Develops and maintains staff planning forecast to recruit, develop and retain a cohesive operations structure that motivates and builds a superior team
• Collaborates with VP and SVP to develop a sustainable operations plan to achieve client satisfaction, and enhance borrower experience
• Implements effective project management standards and measurements
• Develops and prepares annual budgets and monitors monthly expenses; initiates controls to maintain expenses within budget
• Responsible for and manages to performance metrics in a continuously improving environment
• Establishes regular operational reporting that identifies gaps in attaining required service levels
• Ensures contractual client service standards are achieved or exceeded on a monthly basis
• Oversees policy and procedure development and enhancement within department, as needed
• Measures and monitors key functional performance measures by department to increase income where applicable and improve service levels
• Responds to client issues as needed
• Proactively identifies opportunities and risks, while overseeing the improvement of risk assessment(s) and management practices
• Responsible for Federal and State Regulatory compliance performance within various areas of the Operations
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
• Ensure all activities are in accordance with Cenlar’s approved risk appetite statement and applicable compliance and regulatory requirements.

SPECIAL PRODUCTS

• Directs a team who sets up new loans, conducts data mapping, data validation, conversions and post transfer quality control
• Oversees ARM setup, maintenance and notices, Buydown setup, maintenance, and notices, suspense
• Responsible for overseeing system set-ups and payment posting related to capitalizations, client driven loss mitigation solicitations, and First Lien monitoring

Third Party Vendor Management

• Directs a team who provides support and direction on goals and responsibilities of vendor programs according to the national vendor agreement
• Responsible for identifying and correcting training gaps, program opportunities, and implementing and executing action plans to improve operating results

Client Management/CCM

• Develops a new High Net Worth business function and execute the work required to implement this new function
• Develops and maintains tightly controlled processes, as measured by a control effectiveness metric above 90%, 85% or more self-identified issues, in standard QA/QC results, satisfactory internal audits, no MRAs, low volumes of issues, and on time remediation of issues and incidents which do occur 

Qualifications:

• Bachelor’s Degree or equivalent experience
• 10+ years of mortgage servicing experience; 5+ years management experience
• Progressive experience and significant exposure with Special Products; ARMS, Buydown and Commercial loans
• Excellent communication, presentation, and people skills
• Solid reputation with regulatory agencies
• Strong analytical/financial analysis skills
• Strong organizational and follow-up skills
• Excellent problem resolution skills
• Detail-oriented and self-motivated with the ability to proactively identify issues
• Detail-oriented and self-motivated with the ability to proactively identify issues
• Demonstrated success implementing technological solutions to improve productivity, increase customer service levels, or expand capacity

Total Rewards:

At Cenlar, you’ll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.