Job Summary
Individuals in this role are responsible for multiple processes under a large utility They are responsible for client deliverables and delivering business results in line with process targets They are accountable for proper resource utilization and financial budgets for the process Should possess endtoend knowledge of all function in Loan Servicing life cycle upstream and downstream impacts knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
Responsibilities
I Position Summary
Individuals in this role are responsible for multiple processes under a large utility They are responsible for client deliverables and delivering business results in line with process targets They are accountable for proper resource utilization and financial budgets for the process Should possess endtoend knowledge of all function in Loan Servicing life cycle upstream and downstream impacts knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
II Key Result Areas
Responsible for the quality and productivity of deliverables in the process
Client satisfaction BES scores and other internalexternal surveys
Account financial performance
Responsible for MIS and reporting of performance metrics
Manage and report adherence to service levels as agreed with the client
Ensure BestInClass processsystems are deployed for the set revenue targets
Effectively manage the program and oversee support the transition of processes to Cognizant
Ensure Team Productivity levels are achieved as per the targets set year on year
Ensure Process Health Score is greater than 95 as per the scores measured by DAG team
Ensure Seat Utilization is maintained as per process requirement
Identify development needs and ensure training fulfillment for the team to be tracked against the training plan
Manage employee retention and engagement Manage attrition within a target range and ESAT scores
Contribute to Recruitment measure through participation in screening and interviewing candidates
OPERATIONS OWNERSHIP MANAGEMENT Establish mechanism to ensure all issues are identified and to the extent possible resolved by appropriate level of CoreLogic India management To discuss with ISC managers where appropriate
Cost Optimization Ensure to improve Quality increase productivity Increase manpower utilization Reduce controllable cost Move lower complexity activities to lower cost
Customer Value Adds Establish InfoSec controls across all processes Ensure entire team is covered under InfoSec training testing within timelines established by customer ISO Establish InfoSec controls across all processes Ensure entire team is covered under InfoSec training
testing within timelines established by customer ISO Proactively Identify and meet requirements of the business
19 BPS VerticalsService Delivery Track
III Typical Responsibilities
Business Customer
Deliver on financial goals for the business
Manage customer relationships through regular communication with clients through weekly monthly reviews
Discuss operational issues and Critical to Quality CTQ delivery
Attend customer calls and meetings proactively flag issues and prevent surprises
Analyze customer feedback at desired intervals and initiate ways to improve the score
Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value
Manage and resolve escalations and issues raised by customers
Act as a senior level escalation contact for clients and internal stakeholders for any issues
Prepare and report process performance metrics to stakeholders
Participate in management discussions Governance discussion Management forums with customer
Anticipate plan for new business get involved in hiring
Identify opportunities for growth deliver on growth commitments number of people
Identify key cost drivers and ensure they are optimized
Proactively identify opportunities for additional business with customer
Adopt best practices from other processes verticals etc
Share value addition and best practices across teams ProjectProcess
Ensure minimal risk in the process via a strong exceptions management process
Correlate process changes with mortgage business trends upstream and downstream implications and regulatory compliances
Knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
Conduct regular meetings across groups to discuss ageing and risk items and drive it to a resolution
Liaise across other departments in resolving complex issues resulting effecting operations delivery
Representation in market wide industry forums for the responsible product process
Ensure proper documentation and knowledge transfer as per project plan and schedule
Drive team to achieve process SLAs metrics productivity and quality targets within the established timelines
Ensure compliance to the set standardsnorms in order to adhere to quality standards and other compliance norms
Resource utilization and scheduling of end to end work
Manage inventory
Work with support functions to enable infrastructure support to team and ensure zero downtime
Prepare for infrastructure and other growth related requirements
Plan for resources based on volume projection and current available head count and allocate responsibilities
Initiate and deliver on process improvement projects to improve process efficiencies
Effective forward planning in terms of process delivery