Head of Property Secured Default Operations

Description

The Head of Property Secured Default Operations leads the efforts to develop and provide robust, compliant solutions for customers experiencing financial hardship including functional responsibility for collections, loss mitigation, bankruptcy and foreclosure. The candidate must have deep mortgage experience in default and strong knowledge of GSE investor guidelines and regulations, performance and relationship management. He/she must be a strategic thought leader who enjoys working in a highly collaborative environment and serve as a role model to drive a culture of accountability, integrity and engagement.

The ideal individual has strong leadership skills to create a vision, create followership, build a strong team, mentor future leaders, and develop a strong team brand.

• Create a customer focused environment that motivates and empowers their teams to deliver high quality customer service and solutions.

• Foster and drive a performance culture with personal accountability, trust, teamwork and gratitude to exceed performance expectations from customer, financial, investor, and risk lenses.

• Develop leaders at every level through clear “how” expectations, personal engagement, and investment and modeling of leadership behaviors.

• Proactively collaborate and engage with stakeholders and support partners to develop strategic plans, tactical execution, and performance measurement leveraging the power of the broader organization and creating a strong brand of delivery, reliability and responsiveness.

• Drive strong operational discipline, oversight and performance culture to minimize losses and maniacally focus on customer engagement to deliver solutions for customers in hardship.

• Lead a team of ~200 colleagues with ~$35MM budget.

• Establish key performance metrics and dashboards to manage performance and identify challenges.

• Build relationships and effectively communicates across departments within Citizens, the investors, and vendor partners to deliver consistent, strong performance while meeting regulatory compliance and strong risk management standards.

• Support and maintain critical Investor Relationships (Fannie Mae, Freddie Mac, GNMA) in an increasingly complex and demanding environment.

• Regularly communicate key operational and program performance information to executive leadership, including Product Owners, Risk, Compliance, and Legal partners.

• Drive a robust vendor partner performance oversight and engagement model to ensure vendor partners deliver strong performance in terms of financial, customer and regulatory aspects.

• Develop and implement long term long-term strategies, policies and technological advancements to drive efficiency and effectiveness in mortgage default operations.

• Monitor performance of default operations to ensure compliance with RESPA, FDCPA, Investor guidelines and other regulatory guidance (ex. CFPB highlights). Proactively manage controls, QA/QC and control oversight to self-identify risk issues and have strong risk and control acumen to drive issues to closure through process, control, procedures, training and monitoring for sustainability.

• Develop and implement policies, procedures and standards, which ensure compliance with all current regulatory and legal obligations. Drive risk accountability at every level: identify regulatory, financial, operational, reputational and other risk issues; develop plans for remediation; and execute across teams spanning multiple business areas.

• Create strong data systems and analytics to identify root causes of issues with a keen lens on customer and regulatory impact and drive sustainable improvements to remediate identified gaps.

• Keep current on industry best practices and guidance from the CFPB, OCC, Investors and industry groups.

• Engage in exams and audits with regulators, internal audit and investors to deliver strong audit results and respond effectively to issues noted.

• 15+ years of leadership experience is strongly preferred

• Leadership experience with Mortgage Default; core servicing experience is also desirable

• 15 – 20 years of…