As an Operations Manager in the Pre-Approved Solutions team, you will be responsible for defining, prioritizing, and delivering servicing capabilities that improve customer experience, operational efficiency, regulatory compliance, and business outcomes across the mortgage servicing lifecycle. You will serve as the primary liaison between Servicing Operations, Technology, Risk, Compliance, Legal, Controls, and Product partners to develop and execute the product roadmap. You will own strategic initiatives from ideation through implementation, ensuring solutions align with customer needs, investor requirements, regulatory obligations, and firm objectives.

Job responsibilities 

• Develop comprehensive Business Requirements Documents (BRDs) that capture stakeholder needs and project objectives.
• Create and validate report logic to ensure accuracy and alignment with business requirements.
• Lead a team of business analysts in executing requirements and delivering agreed outcomes.
• Provide clear, consistent feedback to staff and management on performance, progress, and issues.
• Present business goals, objectives, and status updates to senior leaders.
• Manage cross–line of business initiatives, including dependencies and resource conflicts.
• Evaluate market trends, customer feedback, regulatory changes, and operational pain points to identify opportunities.
• Drive process improvements and key initiatives to enhance operational efficiency and effectiveness.
• Oversee project implementations to ensure timely delivery, improved performance, and controlled environments.
• Document requirements, testing evidence, and implementation plans, and manage scope changes.
• Escalate risks and issues as needed to maintain alignment with original expectations and deliver intended outcomes.

Required qualifications, capabilities, and skills 

• Qualified with a bachelor’s degree in business/finance (or equivalent experience).
• Experienced in mortgage/mortgage servicing, including seasoned experience with Black Knight (MSP) or similar servicing platforms.
• Seasoned in people leadership, motivating teams, setting objectives, and making sound decisions.
• Proven in product/program management and delivering initiatives that improve performance and strengthen controls.
• Skilled in requirements definition (BRDs) and validation testing across the delivery lifecycle.
• Adept at implementation support, including UAT/testing, process change management, and meeting Oversight/Control requirements.
• Analytical with strong critical thinking and structured problem-solving to develop innovative solutions.
• Strategic with a big-picture mindset and continuous focus on process efficiency opportunities.
• Capable of designing and optimizing workflows to drive operational efficiencies.
• Proficient with data and tooling, including SQL, databases, Alteryx, and related development/management.
• Effective in communication and stakeholder management, partnering across all management levels and prioritizing multiple initiatives under pressure.

Preferred qualifications, capabilities, and skills 

• Sig Sigma or other applicable certifications