Mortgage Insurance Servicing & Claims Manager

Anza Mortgage Insurance Corporation•Winston-Salem, NC

About The Position

Provides strategic leadership and operational oversight for the Servicing & Claims Administration function, ensuring performance, quality, and service delivery across the end-to-end mortgage insurance lifecycle. This role leads team execution through Team Leads and Analysts, driving accountability, operational excellence, and compliance. Responsible for workforce planning, hiring, talent development, and performance management, while overseeing escalations, risk, and audit readiness. The Manager partners cross-functionally to drive continuous improvement, automation, and scalable operational growth.

Requirements

Bachelor’s degree preferred
10–15+ years relevant experience
Prior people management experience required
Expert-level knowledge of mortgage insurance servicing and claims
Strong leadership and team management experience
Strategic thinking and operational execution capability
Advanced analytical and reporting skills
Experience managing audits, controls, and regulatory requirements
Strong stakeholder management and executive communication skills

Nice To Haves

Working knowledge of the mortgage lifecycle, including origination, servicing, and underwriting processes
Ability to conduct operational analysis to support data-driven decision-making and process improvement

Responsibilities

Lead and manage a team of Analysts and Team Leads across servicing and claims
Own operational performance, including SLAs, KPIs, quality, and customer satisfaction
Drive strategic initiatives, including automation, system enhancements, and process optimization
Establish and execute operational strategy aligned with organizational goals
Own the full hiring lifecycle, including workforce planning, candidate selection, and final hiring decisions
Conduct interviews and evaluate candidates for technical and cultural fit
Build, develop, and retain a high-performing team through structured coaching and career development
Establish succession planning and leadership development across the team
Ensure compliance with Master Policy, regulatory requirements, and audit standards (including SOX)
Oversee audit readiness, response, and remediation activities
Manage escalations, operational risks, and high-impact customer issues
Implement controls to ensure data integrity, reporting accuracy, and process consistency
Establish reporting frameworks and deliver insights to senior leadership
Monitor operational trends, capacity, and performance metrics
Drive data-driven decision-making and continuous improvement
Partner with Underwriting, IT, Finance, Compliance, and Risk teams
Lead cross-functional initiatives impacting servicing and claims operations
Represent operations in strategic discussions and executive forums