Servicing Implementation Manager

FocusOne•Houston, TX

7d•Hybrid

About The Position

FocusOne Mortgage is seeking a full-time, in-house Servicing Implementation Manager to join its team at its Northwest Houston, Texas headquarters in an on-site/hybrid capacity. The role leads end-to-end onboarding of credit union partners and the transition of their loan portfolios onto the ICE MSP servicing platform. It serves as a bridge among credit union stakeholders, the internal servicing team, and external vendors, overseeing timelines, technical file mappings, SSO configurations, trial testing, and go-live readiness. The manager owns implementations from kickoff through data conversion, testing, go-live, and post-conversion stabilization. The position requires the technical fluency to explain how MSP exchanges CIF files with a credit union’s core, how member-facing web experiences and SSO are configured, and how payment options and oversight functionality work. It also requires strong communication and organizational skills to guide clients through change and the detailed steps of a successful servicing transfer. The role includes light MSP setup and configuration as needed, followed by a handoff to Servicing Managers and a 30-day post-project support period.

Requirements

At least 4 years of experience in mortgage servicing, servicing operations, or financial-services implementation/onboarding.
Direct exposure to a servicing platform; Black Knight / ICE MSP experience is strongly preferred.
Demonstrated project management ability, including planning, timeline ownership, risk tracking, and driving cross-party deliverables to hard deadlines.
Experience coordinating with external vendors, such as core systems, digital or home banking providers, and/or print and statement vendors.
Strong communication skills, including the ability to explain technical concepts to non-technical credit union stakeholders and translate partner needs into technical requirements.

Nice To Haves

Credit union and/or CUSO experience, or familiarity with credit union operations and decision-making.
Familiarity with SSO concepts and web or portal integrations in a member-facing context.
Exposure to mortgage servicing functions, such as payment processing, escrow, default/loss mitigation, and investor reporting.
PMP, CAMS, or comparable project/process credential.

Responsibilities

Own the full implementation lifecycle for each credit union conversion to MSP, from kickoff through data conversion, testing, go-live, and post-conversion stabilization.
Build and maintain implementation plans, timelines, milestones, and go/no-go criteria; lead recurring status calls with credit unions and internal stakeholders.
Coordinate conversion trials and balancing and validation cycles, track issues through resolution, and communicate risks early to the VP of Mortgage Servicing.
Manage cutover dates with documented readiness and clear decision points.
Hand off completed projects to Servicing Managers and provide support for 30 days after the project.
Serve as the primary point of contact for credit union partners and explain how MSP works with the partner-provided CIF file and maps data between its core and MSP.
Explain the member-facing servicing web experience and the SSO connection between a credit union’s home or digital banking platform and the servicing portal.
Explain statement and print delivery, payment and ACH flows, and the post-conversion member experience.
Gather and document partner requirements, identify gaps between credit union capabilities and MSP needs, and set accurate expectations.
Identify and engage the appropriate servicing team members to address project questions.
Coordinate vendors involved in implementations, including credit union core systems, home or digital banking providers, print and statement vendors, lockbox providers, and related partners.
Manage vendor handoffs, file specifications, integration points, and timelines; track deliverables, escalate delays, and keep parties aligned to conversion dates.
Perform light MSP setup, basic parameter configuration, and validation as needed, without serving as the platform’s primary configuration owner.
Coordinate and participate in testing and trial cycles, document results, and confirm readiness against go-live criteria.
Develop checklists and playbooks documenting repeatable implementation steps.
Deliver credit union conversions on schedule with clean balancing and a smooth member experience at go-live.
Become a trusted partner contact for explanations of the servicing platform and integrations, and establish a documented implementation playbook to improve future onboarding timelines.