Principal, Servicing Strategic Initiatives

loanDepot • Plano, TX

1d • $146,000 - $256,500

About The Position

Position Summary: Responsible for the strategic design, implementation, and ongoing management of our global offshoring and business process outsourcing (BPO) model for mortgage servicing operations. This role is responsible for overseeing large-scale operational initiatives and driving enterprise-level process improvements. This role will drive operational excellence, optimize cost efficiency, ensure stringent regulatory compliance, and mitigate risk across all servicing operations.

Requirements

• Bachelor’s Degree required in Business Administration, Finance, or a related field is required, and/or a minimum of twelve (15) + years’ experience working in with progressive leadership experience in the mortgage servicing industry.
• Strong expertise in multiple servicing functions (customer service, escrow, investor reporting, default, etc.).
• Deep, in-depth understanding of mortgage loan servicing processes, risk management, agency/investor guidelines, and the full regulatory landscape required.
• Proven experience developing or managing offshore or nearshore operational models required.
• Prior experience in leading large-scale transformation initiatives or complex projects required.
• Strong analytical skills with expertise in data analysis tools and mortgage servicing platforms (e.g., MSP) preferred.
• Prior project management experience: PMP or similar certification preferred.
• Ability to travel internationally as needed up to 15% required for vendor and site visits.

Responsibilities

• Leads the end-to-end strategy, design, implementation, and ongoing governance of a comprehensive offshore servicing model.
• Provides strategic direction and management oversight for all outsourced mortgage servicing functions.
• Identifies and evaluates offshore partners, ensuring alignment with organizational goals, service-level expectations, and regulatory requirements.
• Serves as primary liaison for third-party partners, managing contractual agreements, and negotiating terms, and ensuring all Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are met or exceeded.
• Develops and enforces a robust governance framework to ensure all global operations adhere to federal, state, and investor regulations, guidelines, and internal policy.
• Partners with internal key partners, such as internal audit, risk and compliance teams as needed.
• Establishes performance metrics, workflows, controls, and quality assurance programs to support offshore operations.
• Drives servicing operational excellence through process optimization, automation, and best-practice adoption.
• Develops project roadmaps, scope, milestones, and communication plans to ensure timely and successful execution.
• Collaborates with senior leaders across Servicing, IT, Finance, Legal, Vendor Management, and Risk & Compliance to support cross-functional initiatives.
• Tracks project performance, manage budgets, and deliver updates to Servicing leadership.
• Serves as strategic advisor to Servicing leadership, offering insight to Servicing trends, operational risks, and optimization opportunities.

Benefits

• Aggressive compensation package based on experience and skill set.
• Inclusive, diverse, and collaborative culture where people from all backgrounds can thrive.
• Work with other passionate, purposeful, and customer-centric people.
• Extensive internal growth and professional development opportunities including tuition reimbursement.
• Comprehensive benefits package including Medical/Dental/Vision.
• Wellness program to support both mental and physical health.
• Generous paid time off for both exempt and non-exempt positions.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Number of Employees: 1,001-5,000 employees