Manager, Performance - Property Insurance
Cenlar

The Manager, Performance develops strategies and implements enhancements for one or more departments. This role may also oversee all aspects of the one or more departments with regard to Vendor Oversite, QC, Client Audits, Department Reporting, and Exception Processing. This role may manage and workflow processes, including the monitoring and performance relative to productivity metrics and process improvements. This role acts as the liaison for our vendor relationships. The Manager coordinates with the business areas to respond to and ensure compliance with any applicable SLA, KPI, or KRI.

Responsibilities:

• Analyzes functions within the department and creates / implements process improvements that will streamline the work flow and gain greater efficiencies
• Acts as a Relationship Manager and liaison with internal departments, clients, and vendors to identify and resolve process issues and identify potential opportunities
• Establishes / oversees a program that reviews department and vendor work product; Determines root cause and corrections of identified issues or errors, and executes applicable action to prevent reoccurrence (refresher training, vendor communication, etc.)
• Reviews client SLA reports and researches deficiencies; advises department management of deficiencies and actions required to rectify
• Acts as the Payment Processing representative for the Suspense Committee; reviewing and responding to the applicable monthly reports and oversight of the suspense balance in totality
• Organizes responses to SLAs, KRIs, KIPs, and compliance agenda items
• Manages and coordinates regularly scheduled meetings with the managers to ensure the KPIs and KRIs are on target to be met
• Generates reports and tracks, analyzes, and reports trends or fails; prepares responses to fails, as necessary
• Manages, mentors, and coaches team responsible for lien release and payoffs reporting, client audits, exceptions and vendor oversight
• Works closely with management to ensure KRIs/KPIs are within acceptable thresholds, adding and changing widgets as needed
• Through reporting and quality audits, ensures operational functions consistently meet or exceed regulatory and investor requirements, client expectations, and applicable law
• Works closely with team to create reporting with the emphasis of maintaining standards within the departments
• Ensures vendors are meeting obligations and working according to contract
• Works with department management to ensure reporting is accurately capturing daily processes
• Works with IT to ensure all processes to automate all tasks are possible
• Works with management to implement automated controls to limit financial exposure and to assure compliance with CFPB, OCC, Investors, contractual standards and applicable law
• Works with auditors and regulators and implement corrective action plans when required, ensuring all action plans are completed by the target date
• Participates and oversees testing of any new system's functionality
• Coordinates client level issues as the issue relates to reporting
• Conducts change impact analysis to assess potential changes and documents business rules
• Researches, analyzes, and makes recommendations on practices and other complex business problems
• Serves as the point of contact for departments to Compliance to ensure timely reviews of regulatory changes and potential impacts to the businesses
• Acquires subject matter expertise in the functions and activities of the department or other assigned work unit, including applicable laws, rules, regulations, procedures, and technical operations
• Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

• Bachelor's degree or equivalent experience
• Proven ability to manage functions that require the reconciliation of cash based transactions, bank accounts, general ledger accounts.
• 5+ years of supervisory/management experience with a minimum of 10+ years of total experience in a mortgage servicing operation
• Ability to analyze work flows and identify and implement process improvements
• Black Knight servicing system experience required
• Knowledge of government sponsored entities rules and regulations