The Director of Commercial Servicing sets the direction and oversights and supports all Servicing business teams, legal teams, and external parties such as investors and clients related to the Commercial Servicing platform. In addition, this position contributes to strategic planning and special project support for the department as a whole. This position is involved in decision making related to strategy and tactics to identify, analyze and disposition assets. This position is expected to have a solid knowledge of Commercial loan servicing best practices and asset management across the life cycle of a loan and, importantly, the position supports long-term relationships with investors and clients. This position will report directly to the Vice President of Commercial Servicing.
The Company is looking to increase its market share in the commercial mortgage servicing industry by optimizing its servicing practices, tools and technologies. As the leader in Commercial operations, this individual will be responsible for driving the strategy and vision required to achieve operational excellence.
This is a highly visible position that will interface with the Company's leadership and will represent Commercial Servicing to Clients, Investors and Rating Agencies.
Job Functions and Responsibilities:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
Providing strategic direction and thought leadership to achieve short term and long-term goals.
Providing strategic direction and thought leadership to achieve short term and long-term goals.
Act as a relationship manager/liaison with Investors maintaining regular contact with representatives of each on behalf of Commercial Servicing.
Designing, implementing, and managing strategy in conjunction with executive management and investors.
Create and present regular leadership communications such as management business reviews and other updates.
Drive operational excellence, oversight and contribute thought leadership to the design and implementation of efficient processes and workflows ensuring alignment with company objectives and regulatory requirements, continually drive process improvement.
Monitor and action results, when necessary, regarding client Service Level Agreements and other items related to clients.
Monitor, action and maintain low defect rate on all business unit Key Perform Indicators.
Build and maintain relationships internally and externally with clients, business partners and key stakeholders.
Maintain internal relationships with shared services across Servicing and the broader organization.
Providing operational leadership and oversight to reduce variability and improve efficiencies through automation.
Participate in budget processes, management of the P/L, and oversight of departmental staffing models to meet business targets for growth and profitability.
Developing innovative strategies, processes, and tools for optimal execution of asset resolutions.
Make business decisions that result in the maximum return for Onity and the investors.
Develop training materials/knowledge base for Servicing teams who support Commercial.
Maintaining a low defect rate on all KPIs and alignment with contractual Service Level Agreements and key performance indicators.
Maintaining industry leadership by embracing best practices, rewarding a management team that is devoted to continuous learning and demonstrating a willingness to challenge the status quo.
Key Result Areas:
Set objectives & key results (KPI's) that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels,
Promote and instill a high performing team culture,foster talent to improve and maintain retention levels, and support change management initiatives
Allocate resources and drive accountability to direct reports to ensure achievement of results
Ability to work independently as well as in a team environment
Strong verbal and written communication skills
Well-organized, with an ability to manage multiple priorities within strict time constraints
Demonstrable problem solving and decision-making skills
Ability to speak in front of groups
Ability to interact in social settings with client personnel at senior levels
Ability to work under pressure and meet deadlines
Ability to maintain strict confidentiality
Must be able to handle stressful situations and handle multiple tasks simultaneously
Ability to handle changing priorities
Detail oriented
Must exhibit ability to be self-motivated
Qualifications:
To perform this job successfully, an individual must have the following education and experience:
Bachelor's degree or equivalent experience required
Minimum 5+ years supervisory experience
Strong analytical and problem-solving skills with the ability to think strategically and creatively.
Excellent communication and collaboration skills to work effectively with cross-functional teams and individuals at all levels.
Ability to adapt to changing priorities and work in a fast-paced environment.
Proven financial acumen through resource allocation, effective budget and expense management, use of key metrics such as revenue growth and cost efficiencies
Analyze and present complex information concisely with clarity
Independently analyze, lead, and present with limited guidance
Partner with all levels of the organization to ensure effective implementation of time-sensitive initiatives and identify deficiencies and opportunities for improvement
Work with internal and external parties, across locations and time zones, in execution of projects and identification/resolution of deficiencies or opportunities for improvement
Proven experience and competency in strategic planning and business development, including contract negotiations
Competencies in problem solving, creativity, organizational skills while showing good judgment and execution within a fast-paced environment
5 to 10 years' experience in Commercial Mortgage Servicing and/or Asset Management.
Excellent presentation skills and ability to speak effectively before investors or employees of organization.
Strong time management, prioritization skills, and ability to operate in a fast-paced environment.
Successful track record of developing strong relationships across a broad range of leadership functions allowing for effective influencing and change.
Ability to identify operational soft spots and develop solutions.
Experience in bridging statistical analysis, technology, and process optimization
Be able to recognize and act on both departmental and corporate priorities.
Experience in managing a global operation and capacity to travel outside the United States.
Training / Licensing Requirements:
Must pass the Company's Background Screening process prior to beginning employment.
The salary range for this position is expected to be $135,000 - $150,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company's applicable plans.
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ABOUT US
Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.
PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle, including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. We are one of the largest subservicers of residential mortgages in the United States and one of only two servicers in reverse mortgage lending.
At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting service standards we call CARE, which stands for Caring, Accurate, Responsive and Empowered. We expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our CARE standards.
Onity Group Inc. is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity, Equity & Inclusion ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.
