Vice President, Global Service Delivery and Optimization
Cenlar

Cenlar FSB must ensure our third-party relationships are managed consistent with Cenlar's strategic goals and risk appetite, and that third-parties who are executing production activities comply with applicable laws, regulations, and servicing requirements. To meet this expectation, the business needs to:

• Enable and equip our operations teams with training they need to drive a successful long-term partnership model
• Ensure line management accountability for outcomes, with attention continuously paid to performance quality, productivity, and risk regardless as to where services are delivered
• Implement the correct structure and staffing model within business units to support global strategic partnership models
• Design and execute an operational governance framework, inclusive of continuous monitoring and escalation protocols when issues arise
• Facilitate effective and timely change management protocols
• Maintain evidence of continuous monitoring and governance activities
• Provide routine management and board-level reporting (including being prepared to respond to inquiries and audits from third parties, including regulators and clients)

The VP, Global Service Delivery and Optimization play a critical role in ensuring all operational business lines are consistently fulfilling these expectations and promoting attainment of the business outcomes expected from the strategic partnerships. Their focus will be on three broad activities:

• Defining and Overseeing Process Launch and Transition Services, in coordination with the SVP, Strategic Initiatives, SVP, Strategic Sourcing, and SVPs across the Operations organizations
• Ensuring the business has effective and efficient capabilities to monitor the health of global operations
• Implementing the right governance structure and controls to promote process integrity and realize the expected benefits of the partnerships

The accountability for performance of the global solutions will reside with the respective Senior Vice Presidents of our Mortgage Operations. This role is responsible for ensuring a consistent framework exists to enable efficient and effective performance. Individuals must be comfortable working in a matrixed environment.

Responsibilities:

Defining and Overseeing Process Launch and Transition Services, in coordination with the SVP, Strategic Initiatives, SVP, Strategic Sourcing, and SVPs across the Operations organizations, including:

• Collaborating with business units on process discovery activities
• Establishment of productivity expectations for transitioned processes from launch through full implementation
• Ensuring clear process launch documentation around procedures and handoffs
• Ensuring learning and quality plans and metrics are in place to promote smooth transitions
• Defining go/no go criteria and tollgates with the business units
• Ensuring an issues log is maintained from process identification through the end of hyper care
• Defining Set/Met launch criteria and documenting acceptance, including any risk acceptances required

Ensuring the business has effective and efficient capabilities to monitor the health of global operations

• For each process transitioned, ensuring the business has put in place effective monitoring of work queues and capacity to ensure timely escalation should backlogs develop or if they are likely to develop
• Ensure the business has put in place an appropriate quality monitoring plan with weekly and monthly reporting
• Define Global Partner Services employee certification requirements, based on process complexity and ensure the business is monitoring certification status through governance routines
• Create and issues management process, executed by business leads, and ensure escalations are performed timely in accordance with protocols
• Ensure the business has defined key performance and key risk indicators for processes transitioned and is monitoring and escalating gaps timely in accordance with a prescribed framework

Implementing the right governance structure and controls to promote process integrity and realize the expected benefits of the partnerships

• Establishing requirements for process area monthly business reviews, including what the Global Partner Services team is expected to report
• Creating a mechanism to track innovation and continuous improvement ideas
• Managing a Net Promoter Scores (NPS) and NPS action planning process between Cenlar FSB and Global Partner Services to identify areas for targeted interventions and improvements
• Ensure the business is proactively projecting volume needs to ensure adequate resourcing
• Create a change control process, and ensure the business is adhering to the change process

Qualifications:

Employment Type: Full-time
Education: Bachelor's degree in Business, Finance, Information Systems, or related field. Certifications in process improvement, project management, and agile methods is a plus but not required.
Travel Expectation: Must be willing and able to occasionally travel globally for onsite global partner solutions visits and to Cenlar locations to conduct business reviews and perform business enablement activities.
Experiences Required:

• 10+ years of experience in program management in banking or mortgage industries or business transformation, working with global delivery partners.
• 5+ years of global delivery or global delivery oversight in financial services.
• 5+ years experience in business transitions and enablement.
• 5+ years working in a matrixed environment where attainment of results is dependent on leaders from different parts of the organization.
• Understanding of regulatory standards for third party risk management for federally chartered banks in the US.

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