Process Improvement Manager

The Process Improvement Manager serves as a senior contributor with expertise in Mortgage Servicing business processes that meet Cenlar's overall Process Improvement obligation. The Manager will be responsible for utilizing data and trending analysis results to identify process gaps that improve the borrower experience, reduce exposure to risk while reducing cost.

In addition, the Manager and staff will partner with internal business units to evaluate and/or develop operational solutions pertaining to application enhancements, implementation and/or process improvement initiatives. Responsibilities: • Own the day-to-day operations of the Touchpoint Analysis Program for Cenlar FSB, including participating clients • Responsible for the successful management and deployment of Process Improvement projects, coaching, guiding, leading teams through Process Improvement Management and maintaining projected improvements in operational metrics. • Works directly with Line of Business to identify and help resolve operational issues, assist in solving problems or forming decisions needing technical expertise or specialized knowledge. • Collaborates with all levels within the servicing organization to ensure timely action in response to identified process gaps. • Leads and drives continuous improvement while using available system enhancements. • Collaborates with the development team to formulate estimates for resources needed to complete assigned activities and projects. • Manages staff on assigned work by identifying topics and channels to analysis for root cause determination. Ensure work output results in highly accurate conclusions. • Analyze Line of Business (LOB) needs for, regulatory requirements, and technology to provide input into the design of a new system, system enhancements, or process improvement. • Obtains and evaluates and clearly defines LOB needs by assessing and documenting business opportunities, benefits, risks, and success factors of potential business solutions, while using Process Improvement required templates. • Engages as necessary with internal and external Cenlar stakeholders, including but not limited to, Black Knight and Vendor Management, along with Cenlar Servicing Systems, MIS, Reporting, Risk Management, Issues Management, QA/QC P&P, Change Management and AVT. • Responsible for the deployment and completion of initiatives resulting in measurable improvements in operational metrics by applying Lean/Six Sigma tools and project discipline to create a stronger more valued end to end process through eliminating waste, strengthening controls, enhancing quality, and reducing cost. • Drives change, risk, and resource management principals. • Applies best practices, routines and innovative solutions to improve production and quality. • Positively influences others to achieve results that are in the best interest of the organization. • Appropriately assesses risk when business decisions are made, including but not limited to, compliance and operational risk.

Demonstrates consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. • Identifies risk and coordinates with Line of Business owners and Issues Management for required documentation and management. • Regularly communicates to stakeholders and senior leaders the outcome of trends and analysis, including identified solutions and status. • Responsible for the performance, professional development, quality and timeliness of analysis produced by Analysts. • Oversees and coordinate training needs for new hires, new products, implementations and refresher sessions. Qualifications: • Bachelor's degree in business, finance, engineering or related field required. • 10 years of experience in Process Improvement methodologies • Six Sigma certified preferred • Proficient in Tableau, SQL, Agile, and Excel • Experience in leading large Process Management projects across large complex organizations • Exceptional communication and presentation skills • Excellent technical skills • Analytical thinker with interpersonal skills • Ability to energize an organization through change