Servicing Program Manager
Flagstar Bank FSB

Job Info

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Job Summary
The Servicing Program Manager primarily provides strategic initiative support to Performing Servicing business divisions. Experienced in operational processes (high level of awareness on handoffs between multiple business units and technology teams), assesses current state of controls & risk, develops & recommends updates to business process and tools with changes that align with regulatory or investor requirements then collaborates with the applicable business units on implementation steps. Responsible for planning and executing a variety of programs, such as complex process improvement & redesign and change management. Drive the defining, analyzing & documenting of requirements and developing test plans and seeing those requirements are executed as planned, on time.

Job Responsibilities:

Gathering Requirements - Responsible for the review, analysis, and modification of the overall operational processes relating to mortgage servicing functions or special projects such as acquisitions. Identify what the business unit current process consists of, observe the actions the end user is taking and actively listen to what the desired goal is. You will be driving the effort to assessing the business case, planning and scoping of effort and resources needed and eliciting detailed requirements across multiple channels & environments (i.e. mail processing, system updates, documentation, communication and requisite notices).

Play a key role as part of a project team to deliver solutions that are cost effective, sustainable, and meet business requirements, while keeping compliant with government regulations and investor guidelines. Collaborate with technology teams on system solutions options.

Requirements Management - Translating and simplifying requirements then recording and managing the communication of those requirements.

Coordinate development efforts - Design, plan and test items ensuring all deliverables fulfill requirements and are appropriately documented. You will be working closely in cross functional technical teams comprised of business analysts, developers, DBAs, architects, etc.

Champion communication and documentation - Consistent, clear and concise written communication and procedure-based ocumentation during the integration/implementation of programs/services/initiatives with cross functional business partners. Timely and accurate completion of questionnaires, due diligence and status documents. Responsible for keeping procedures, user guides, and other departmental documentation up to date.

Subject Matter Expert-Level Support - Key stakeholder on implementation of new and revised systems, policies and guidelines which have a significant impact on the department or functional area by evaluating processes for risks and compliance to regulatory/investor requirements. Experience with third party vendors and compliant vendor management processes. Including agreement, statement of work and or addendum review, redline, negotiation and approval.

Job Requirements:

Bachelors Degree (Economics, Computer Science or other related discipline, Business Administration, or Communications/English)

Cross functional process improvement and large audience training preferred

2-3 years in one or more of the following: operations, business consultant, implementation or project management

5-10 years of experience in technical writing - Mortgage Servicing technical writing preferred

Experience with servicing systems, including MSP and Black Knight suite of applications preferred

Working understanding of risk, compliance and regulatory & investor requirements

Experience with various software such as Visio, SQL and OneNote, or other project management software

Process improvement experience or procedure/regulatory documentation within mortgage banking or similar business preferred

Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions

Exceptional written and oral communication including facilitation & summarization skills to drive action and results

Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation

Ability to work with, lead and consult with all levels in the organization up to and including executives

Have an innate ability to understand very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved

Adjusts positively to quickly-changing priorities and shifting goals

Ability to interact professionally with a diverse group: executives, managers, vendors, and investors

Strong ability to work with a sense of urgency in a fast pace environment

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