Manager, Client Services Operations

Job Purpose

The Manager, Client Services Operations role is an intermediate leadership role focused on providing strategic and tactical expertise on Mortgage and Consumer servicing functions across the ICE Mortgage Technology Solutions as well as managing the relationship between ICE and Client. This position will be responsible for impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of engagements impacting the assigned client. This position will also be responsible in leading assigned team members and the overall approach of the dedicated team.

Responsibilities

• Identifies opportunities for expansion within the ICE Mortgage Technology space
• Focus on maximizing value received from products and services offered, ensuring initiatives are align with client business goals and strategic objectives
• Tracks key performance indicators related to client satisfaction and client delivery success.
• Program management of all ICE Mortgage Technology initiatives for the client.
• Expand and manage the client relationship
• Lead the assigned Dedicated Team members
• Builds and executes the overall strategy of the Dedicated Team
• Partners with internal teams in executing product and service delivery aligned with client expectations
• Defines product scope, objectives, and requirements. Defines specifications and data models for product development and testing
• May play a key role in the training of client and technical support personnel on enhancements, new analytics, or procedures
• Performs other related duties as assigned
• Estimated travel of 10%

Knowledge and Experience

• MSP expert knowledge required
• In-depth knowledge of Mortgage and Consumer servicing operations and related ICE Mortgage Technology products.
• Ten years of industry experience with two to three years in leadership
• Familiarity with banking platform integrations (i.e., Cloud, APIs, Digital Banking)
• Demonstrated ability to build and present strategies to both internal and external decision makers
• Ability to solve complex problems and orchestrate delivery of solutions
• Ability to distill and organize information that is actionable to the stakeholders
• Ability to lead cross-functional teams and effectively deploy tasks to attain optimum efficiency
• Excellent customer service skills that build high levels of customer satisfaction for internal and external clients
• Excellent verbal and written communication skills to all levels (e.g. executives, managers, individual contributors)
• Excellent conflict resolution and negotiation skills
• Experience in Kanban and Agile methodologies

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