Manager, Strategy and Operations

Overview

The Strategy and Operations Manager supports the development and execution of business strategies aimed at improving operational efficiency and customer experience within a mortgage servicing environment. This role involves analyzing data, assisting in process improvement initiatives, and supporting the implementation of customer contact strategies across telephony and digital channels. The Analyst will work closely with cross-functional teams and report to the Director of Workforce Management and Dialer Operations.

Job Functions and Responsibilities

• Optimize Delinquency Management and Performance Monitoring

Conduct ongoing analysis of delinquent loan performance trends to identify improvement opportunities and implement targeted corrective actions. Design and execute proactive outbound strategies to enhance borrower engagement and drive payment recovery.

Collect, analyze, and interpret operational and customer data to identify trends, measure performance, and support decision-making.

Assist in evaluating and documenting current business processes and identifying opportunities for improvement.

Strong analytical and problem-solving skills.

Work closely with various departments, including operations and IT, to support organizational change and provide data-driven solutions.

Maintain detailed documentation of business processes, requirements, and changes.

Support the development and testing of customer contact strategies across phone, email, and SMS channels.

Support the development and testing of customer contact strategies across phone, email, and SMS channels.

Qualifications

Education

Experience

Skills

Training / Licensing Requirements

Work Schedule

The salary range for this position is expected to be $100,000 – $105,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company's applicable plans.

J-18808-Ljbffr