Senior Manager Servicing, Home Lending Operations

Responsibilities

• Lead the strategy and execution of Home Lending Servicing Operations, defining the long-term servicing roadmap and operating model that supports business growth and evolving customer needs.
• Oversee third-party servicing (BPO) partners, establishing performance expectations, service level agreements, quality standards, and governance routines to deliver operational excellence.
• Partner with Product and Engineering to design and implement servicing capabilities, automation, and process improvements that enhance scalability and borrower experience.
• Collaborate with Risk, Compliance, Investor Services, Finance, Legal, and Capital Markets to ensure servicing operations align with regulatory requirements, investor obligations, and internal control standards.
• Develop operational controls, reporting, and vendor governance processes that mitigate risk while improving quality, efficiency, and customer outcomes.
• Lead, coach, and develop high-performing operations leaders while fostering a culture of accountability, continuous improvement, and customer obsession

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