QI Senior Manager

Truist•Richmond, VA

2d•$103,800 - $180,000•Onsite

About The Position

Responsible for managing Quality Oversight teams in a heavily regulated environment on various quality monitoring/assurance/control activities for all Mortgage Servicing processes. Direct and manage Quality Oversight Business Analysts and Testing Managers’ activities that lead to risk mitigation and improved business efficiency directly impacting the results of the servicing operations. Observe processes, reports, trends and measure results against established servicing standards. Act as a liaison between servicing operations, quality assurance/control, risk partners and executive management.

Requirements

Education or training in Mortgage, Finance, or strongly related Industry
A minimum of ten years in a management or leadership role of individual contributors
Bachelor’s degree or equivalent education and related training.
Subject matter expertise with strong knowledge of mortgage servicing systems and overall mortgage servicing and default processes (e.g. Contact Center, Loan Administration, Default Collections, Loss Mitigation, Foreclosure, Bankruptcy, Credit reporting, Cash Operations, etc.)
Strong oral and written communication skills with ability to deliver effective presentations with all levels of senior management and external agencies
Strong interpersonal, time management and organizational skills adaptable to a dynamic and complex work environment; Capable of handling multiple projects concurrently
Strong analytical, problem solving and decision making skills in complex environments and with senior leadership
Ability to work in a continually changing and fast-paced environment
Medium/High ability to operate independently
Experienced manager capable of managing through difficult and complex issues with the ability to support multiple tasks, with varying levels of complexity, importance and involvement. Must exhibit a keen attention to detail and the ability to quickly comprehend information.
Ability to analyze complex data to identify trends and potential issues
Fifteen years of mortgage experience, quality oversight/assurance/control, mortgage servicing operations, risk management and/or regulatory compliance, process improvement experience specific to the functional area of position.
Demonstrated ability to drive team performance and efficiencies.
Demonstrated proficiency in basic computer applications, MSP, and Microsoft Office software products, particularly Excel, PowerPoint and Visio

Nice To Haves

Proficient with ICE’s Mortgage Servicing Platform (MSP) servicing system and overall mortgage servicing processes (e.g. acquisitions/transfers, Customer Service, Escrow Administration, Payments, Payoffs, Investor Reporting, Collections, Loss Mitigation, Foreclosure, Bankruptcy)
Strong knowledge of mortgage investor/insurer, regulatory guidelines and industry standards
Experience in the area of process improvement, change management, operational control and audit.
Master of Business Administration (MBA) degree or supplemental education and experience in residential mortgage lending, including audit, quality control, underwriting or regulatory compliance

Responsibilities

Provide leadership to ensure team members adhere to all governing servicing SLAs, regulations and investor requirements. Oversee compliance to controls ensuring Servicing processes aligns with enterprise standards and helps proactively manage emerging risks.
Oversee proper management, budget, staffing, performance and development; as well as hire, train and coach staff. Ensure analysts are well-trained in regulatory and Servicing requirements to identify and track risk.
Establish, review and maintain department standards; identify gaps, coordinate improvements and develop controls to enhance efficiencies and minimize risks. Ensure controls are adequately designed and operating effectively. Foster a spirit of continuous process improvement and offer recommendations to refine and/or enhance processes as necessary while maintaining strong controls and client satisfaction.
Oversee strategic efforts to identify report, prioritize, and manage risks and/or control deficiencies, including emerging risks and risks/controls that span Mortgage Servicing. Accountabilities include serving as a subject matter expert for Mortgage Servicing, including strong awareness of internal and external risks, industry best practices, current and emerging technologies, business unit(s) regulation and requirements, and corrective action processes.
Aggregate, integrate, correlate, and report adverse issues, trends or inefficiencies to senior management and other lines of business along with root cause analysis and proposed solutions; implement agreed upon resolutions in collaboration with Servicing lines of business.
Build and maintain relationships with internal and external business partners, managing expectations and accountability.
Proactively plan, build and execute Mortgage Quality program, by evaluating effectiveness of mortgage servicing business operation improvements and ensuring adherence to operational requirements. Report, escalate and opine on the process, quality, and compliance of the functional area. Monitor and track corrective action plans, including remediation and preventative action required as a result of Quality reviews.
Oversee the results of monitoring, testing and quality oversight functions for potential breaches and/or systemic themes; ensure escalation and timely remediation. Provide direction and guidance in the development testing for Mortgage Servicing.
Develop and present actionable reporting to senior management regarding the overall Quality story that influences business decisions. Ensure scheduled reports are completed accurately and distributed timely.
Facilitate and/or participate in monthly forum for Mortgage Servicing and Default Leadership, Credit Risk Management and senior Mortgage Lending management to provide results and remediation needs for Servicing Quality Results.
Serve as the primary contact for internal and external audit reviews related to quality activities. Manage timely and complete responses to findings and partner with stakeholders to implement sustainable corrective actions.
All other duties as assigned.