Assistant Director, Mortgage Servicing Transformation

Required Skills & Experience

• Bachelor's degree in Finance, Business, Accounting, Economics, Management, or a related discipline.
• At least 7 years of mortgage servicing experience, including leadership or people-management responsibilities.
• Strong leadership capabilities with demonstrated success managing organizational change and operational transformation.

Job Description

The Director of Mortgage Servicing Operations is responsible for leading the day-to-day and strategic management of a residential mortgage servicing organization. This individual will oversee operational performance, ensure compliance with industry requirements, and execute initiatives that enhance service delivery, efficiency, and portfolio performance. The role works closely with executive leadership to support business objectives and drive continuous improvement across the servicing function.

Key Responsibilities

• Direct the servicing activities for a large residential mortgage portfolio, ensuring high levels of operational effectiveness, customer satisfaction, investor support, and regulatory adherence.
• Partner with executive stakeholders to develop and implement operational strategies that support business growth, risk management, and long-term servicing objectives.
• Lead, mentor, and develop department leaders and staff, fostering a culture focused on accountability, collaboration, professional growth, and client service excellence.
• Monitor departmental performance through key operational measurements, reporting, and analytics to identify trends and opportunities for improvement.
• Work with technology, operations, and business teams to streamline processes, enhance system capabilities, and implement automation initiatives where appropriate.
• Maintain effective controls and governance practices to ensure compliance with applicable servicing regulations, agency requirements, and investor guidelines.
• Coordinate and manage interactions with internal and external auditors, regulators, investors, and compliance teams, including remediation efforts and action plan execution.
• Oversee vendor and third-party service provider relationships, ensuring service levels, contractual obligations, and risk standards are consistently met.
• Collaborate with Risk and Compliance partners to evaluate and address operational, regulatory, and reputational risks across the servicing organization.
• Support major organizational initiatives, including portfolio transfers, servicing conversions, acquisitions, and integration projects.