About the position

Are you a dynamic leader who thrives on operational excellence, automation, and the power of persuasive storytelling? We’re seeking a Processor Manager who brings a fresh perspective, challenges the status quo, and inspires teams to not just report, but to persuade and drive change. If you’re passionate about automating processes, telling compelling stories with data, and leading high-performing teams, this role is for you. As a Process Manager- Special Processing in Mortgage Servicing, you will drive structure and discipline around each initiative using standard project deliverables and frameworks, including establishing scope and performing detailed business impact analysis in support of management decisions. Additionally, you will define roles and responsibilities, establish and document requirements as well as procedures, resolve resource/scheduling conflicts, escalate and ensure issues/decisions are resolved, manage changes to project scope, document and complete testing requirements, create and manage implementation plans, and lead/participate in meetings at the operational and project level. You will provide continuous feedback on project status and issues and serve as the overall escalation point to ensure the project tracks to original expectations.

Responsibilities

• Oversee and control the daily workflow within the Special Processing team, ensuring seamless execution across the life cycle of loan processes.
• Transform data and operational results into compelling narratives that influence stakeholders and drive action. Summarize key insights up front, set expectations, and deliver impactful presentations to all levels of the organization.
• Seek continuous opportunities to automate processes, eliminate manual tasks, and drive efficiency and champion the adoption of new technologies and process improvements.
• Leverage advanced analytical skills to interpret and synthesize large volumes of data, uncovering actionable insights that drive operational improvements and strategic decisions.
• Identify and solve the root causes—not just the symptoms—of portfolio and process challenges and apply critical thinking and analytical rigor to deliver sustainable solutions.
• Respond and engage as a partner to your stakeholders to build strong relationships, anticipate needs, and deliver exceptional service and support and provide clear, effective communication to the department, ensuring staff are informed of strategic and regulatory changes. Review and enhance Standard Operating Procedures in line with new policies and risk management activities.
• Assist in prioritizing a diverse book of work, balancing competing demands and ensuring resources are allocated effectively to meet business objectives.
• Maximize team capacity through strategic resource planning, robust training, and succession planning. Build a resilient team structure that adapts to evolving business needs.
• Ensure all daily controls, processing, and client service inquiries are completed and signed off. Maintain strong risk and control awareness, prioritizing workloads and meeting critical deadlines.
• Contribute to the strategic direction of Special Processing, developing innovative processes that showcase team expertise and document knowledge and lead, motivate, and develop managers and team members. Foster a culture of learning, innovation, and high performance
• Lead and participate in cross-functional projects, driving process improvement actions from inception to completion. Gather and analyze complex data, develop risk mitigation plans, and implement recommendations.

Requirements

• Operational subject matter expertise in Reconciliation, Transfers, Vendor Support, Customer Experience, Risk and Control, and Custody
• Exceptional communication skills and ability to communicate with all levels of management and staff.
• Intermediate to Expert level knowledge of Microsoft Office (Word, Excel, Power Point)
• Executive deck presentations; specifically telling the story to all levels within the organization; summarizing up front, setting expectations and delivering.
• Superior Organizational and Time Management skills
• 3+ years’ business analysis, process analysis, and UAT (User Acceptance Testing) experience
• 1+ years’ project management experience

Benefits

• We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location.
• Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions.
• We also offer a range of benefits and programs to meet employee needs, based on eligibility.
• These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more.