Business Support Manager

The Business Support Manager is responsible for ensuring Colonial''s quality standards and providing support services to department leaders in the following functional areas; initiative (project) management, systems/change management, process flows, policies & procedures, vendor management, and quality assurance including audit/compliance reviews and program managementResponsibilities Include:Design and implement an end to end change management process to create standardization for continuous process improvementLead and facilitate meetings and interviews with management, business owners and users to define, establish, and document business objectives and requirementsFoster communications with business users and team membersAct as Servicing division liaison for key initiatives both within loan servicing and corporately as requiredAssess situations, troubleshoot, and make recommendations to resolve from both strategic and tactical perspectivesCommunicate effectively and tactfully with management, business users, team members, consultants, and business partners on assigned tasksDevelop, implement, and maintain a Quality Assurance program aimed at ensuring all divisional processes are measured regularly for adherence to regulatory, investor, insurer and Colonial policies and proceduresEnsure Colonial quality standards in all borrower-facing communications (voice/written)Identify and communicate to project management any potential conflicts and dependencies between active projects Provide positive conflict resolution of individual conceptual differencesAssist in determining solutions for required changes in project priorities, scope and requirementsFacilitate and monitor the development of Quality Control (QC) and User Acceptance (UA) test activities; validate and certify that the delivered solution meets the needs of the business as documented; and confirm the project release documentation accurately reflects the delivered productDevelop, facilitate and direct activities related to key initiatives utilizing department leaders and others as subject matter expertsWork with business leaders to develop a sound vendor management program to include scorecards for each vendor and onsite visits of key vendorsProvide oversight and organization for both external and internal audits/reviews in addition to driving remediation efforts resulting from issuance of final reportsManage the multiple facets of dynamic groups including planning, prioritizing, scheduling, coaching and conflict resolutionProvide training and mentorship to leaders and associates for identification and implementation of change management processOrganize, prioritize, and allocate the team''s workload for optimum efficiencyCreate, update and maintain process flows for all key processesIdentify and report through department dashboards, key performance and risk indicatorsCreate, update, and maintain divisional policies and proceduresOther duties as assignedRequirements:3+ years'' experience in Mortgage Servicing with emphasis on Change Management5+ years demonstrated management experienceExperience with Six Sigma or operational excellence program preferredCertification in Six Sigma or Lean Sigma a plusBachelors degree in Business Administration or related field preferredAbility to influence others, while being firm, direct, and self-assuredAbility to create disciplined processes Possess and demonstrate excellent analytical and critical skillsAbility to function independently or within a team environment with limited supervisionDemonstrate a high level of professionalism and initiativeHighly motivated self-starter focused on making a positive difference in an operational environmentDemonstrate excellent business analysis and process skills, including strong knowledge of methodologies, processes, and best business practicesDemonstrate leadership ability, team management, and interpersonal skills Detail-minded with intense organizational and follow-through skillsExcellent critical thinking, problem solving, mathematical and judgment skillsExcellent written and verbal communication skillsAbility to provide reasonable time estimates and complete assigned tasks in a timely mannerAdvanced computer skills including; Excel, PowerPoint, Word, SharePoint, VisioStrong leadership skillsHigh degree of accuracyAbility to work in a fast paced changing environmentAnalytical skill set with rigorous attention to detail and numeric aptitudeBasic knowledge of relevant state, regulatory, and investor guidelines preferredAbility to organize, schedule, and track details with minimal oversightThis position offers a full range of benefits including Health, Dental, and 401k.Equal Opportunity EmployerM/F/Disability/Vet.Member FDIC | Equal Housing Lender | NMLS ID 401285

Created: 2021-11-29