Mortgage Servicing Process Optimization Lead

Overview

The Default Servicing Process Optimization Lead will drive operational excellence, process transformation, and governance effectiveness across the mortgage default servicing organization. This role partners closely with Servicing Operations, Risk, Compliance, Technology, Finance, Legal, Vendor Management, and Executive Leadership.

Responsibilities

• Conduct comprehensive SWOT, operational, and gap analyses to identify strategic opportunities, operational risks, and process improvement initiatives.

• Evaluate emerging technologies and operational best practices to support scalable, future-state servicing operations.

• Champion the use of AI-enabled capabilities, predictive analytics, workflow intelligence, and automation tools.

• Lead operational excellence and strategic initiatives focused on improving efficiency, scalability, effectiveness, customer and employee experience, and regulatory compliance.

• Develop and implement standardized operating models, governance routines, escalation protocols, KPI/KRI frameworks, and servicing performance scorecards.

• Analyze industry trends, metrics, audit findings, customer impact indicators, and performance data to proactively identify opportunities.

• Develop and deliver executive-ready presentations, business cases, implementation roadmaps, and operational recommendations supporting enterprise decision-making.

• Effectively partner with business, technology, analytics, data, and operations teams to identify and implement solutions.

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field; MBA preferred.

• 7+ years of experience in mortgage servicing, default servicing, operational excellence, business transformation, and/or process optimization.

• Experience leveraging operational analytics, automation solutions, AI-enabled technologies, and process modernization initiatives.

• PMP, Lean Six Sigma, Operational Excellence, or related certifications preferred.

• Advanced proficiency in Excel, process mapping tools (Visio or equivalent), and operational reporting platforms.

• Excellent written, verbal, executive presentation, and stakeholder management skills.

Compensation

The base pay range for this position is USD $100,000.00/Yr. - USD $170,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.