Manager, Delivery, DDS Operations

Job Purpose

ICE is the leading cloud-based platform provider for the mortgage fice industry. ICE solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency.

We are seeking a highly motivated individual to drive the creation of this team. The Service of Manager will be responsible for hiring, training, and leading this new team to operational success. This includes ongoing day-to-day management of the team s activities, as well as participation in calls and meetings with ICE management in the US.

A background in ficial services (specifically mortgages and lending) is required along with operational experience.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US based mortgage companies.
• Oversee the activities of the team and optimize their performance daily.
• Act as escalation point for the Team Leader/Asst. Manager to overcome any obstacles to service delivery.
• Ensure that Data Security is maintained.
• Document standard operating procedures (SOPs) for the team and hold employees accountable for following SOPs.
• Track and document each employee s time spent on each mortgage folder.
• Work closely with the ICE Data Services team to identify and correct Learnset anomalies.
• Prepare operational status reports and dashboards for ICE upper management in the US.
• Demonstrate strong follow-through and consistently keep commitments to customers and employee.
• Oversees large team or area of the business; manage client communication; performs complex work and develops business plans, processes and policies.
• Focus is on client delivery, process management, business planning.
• Manage one or more business planning areas, such as capacity planning, client onboarding, cost estimating and responding to new demands.
• Manage one or more core functional areas such as quality, productivity and utilization management.
• Co-ordinate and or manage inter department projects.
• Manage social and communication related initiatives.
• Participate in managing client delivery.

Knowledge and Experience

• Bachelor s degree or academic equivalent
• 6+ years of experience in the mortgage lending or ficial services market
• 2+ years of experience managing a small- or mid-sized BPO/kpo team.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership
• Proven ability to create and maintain strong customer relationships.
• Must be comfortable communicating with both technical and non-technical audiences.

Preferred Knowledge and Experience

• Broad understanding of cloud technologies
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows
• Ability to document standard procedures and effectively train and motivate employees.
• Expert level knowledge.