Job Description

Description As the Mortgage Default Strategic Transformation Leader, you will lead the efforts to review end to end processes, organizational design, workflow, and system landscape to create and deliver a strategic roadmap for continuous improvement to drive customer experience, efficiency, control and performance including assessment of vendor and internal systems and tools for collections, loss mitigation, foreclosure and bankruptcy functions. As part of the transformation, you will work collaboratively with technology, risk, strategy and operations leaders to develop and execute the roadmap. You will work with agile development methodologies \xe2\x80\x93 applying corresponding tools and techniques \xe2\x80\x93 to facilitate innovation and execution and will oversee agile teamwork and production, using your product and technical experience to deliver faster, and better, for our customers, colleagues, and business needs. Your role will be to manage all facets of operations process improvement. This includes prioritization, measurement, financials, stakeholder engagement, budget management and reporting and updates to senior executive management. You will lead the project team with multi-disciplinary members and ensure alignment on the strategic vision for Mortgage Default Operations. To be a successful Mortgage Default Strategic Transformation Leader, you will also:

• Possess strong subject matter expertise in Mortgage Default Servicing Operations and solid understanding of the lifecycle and solutions to assist customers who are experiencing financial hardship in Mortgage
• Have strong strategic and critical thinking skills to develop a high-level vision complemented with the ability to dive into detail and roll up your sleeves to drive execution and problem solving
• Have strong leadership, collaboration and relationship building skills to foster inclusion, collaboration, productive problem solving as well as lead with optimism and focus on developing solutions through challenges and roadblocks
• Have experience in managing change with Agile management being desired
• Be accountable for developing high level plans and breaking down to phased milestones with detailed work backlog and resource pool requirements
• Develop business case (cost/benefit analysis) to secure capital funding and manage program budget and resource needs to deliver on time and on budget while achieving committed benefits
• Work closely with technology, digital, customer experience, vendors, risk/compliance and Mortgage Default operations team to effectively capture requirements
• Define, develop, and direct the implementation of product roadmaps and capabilities
• Support an agile mindset across default operations to drive the transformation efforts
• Cultivate an environment of continuous innovation that improves process and customer experiences
• Create, prioritize, and refine the backlog to deliver the most valuable work first, while ensuring technical integrity of all features or components
• Communicate with business partners and stakeholders to ensure product delivers the agreed upon standards for quality and scope

Experience and Skills:

• 10 or more years of experience in Mortgage Default Operations leadership
• Experience working with regulators and investors (GSEs) and demonstrating strong risk-based controls within a highly regulated environment
• Knowledge of change management and Agile approaches (e.g., XP, Scrum, Kanban, Crystal, FDD)
• Project Management and process management skills (project plans, process mapping, control identification, SIPOC, FMEA, etc.)
• Experience with Mortgage Servicing Platforms, MSP, Loansphere, Decisioning tools and vendors
• Track record of driving transformational change to manual operations environments to deliver automation, workflow and efficiency while improving control
• Proven experience with:
  • Providing effective technical solutions to functional challenges
  • Applying current procedures and technologies to resolve business issues
  • Building your knowledge-base and staying current on technical and procedural job components
  • Understanding industry best practices and developing peer benchmarking
  • Leveraging data to make business decisions and measure team progress/effectiveness
  • Supervising the advanced use of requirements analysis tools and services, including prototyping and use-cases
  • Producing detailed functional and information requirements models and documentation
  • Training others on requirements walkthroughs and quality reviews
• Strong background and experience in with creating ways to optimize loss performance and streamline operations
• Exceptional organization and project management skills and the ability to work with various internal stakeholders under tight deadlines
• Strong presentation, influencing and negotiation skills coupled with advanced MS Office skills
• Exceptional communication skills both written and oral
• Ability to connect and effectively communicate with people of all levels and functions
• Excellent leader - able to motivate and develop high-performing individuals
• Able to thrive and prioritize in a constantly changing environment

Education and Certifications:

• Bachelor\xe2\x80\x99s degree, Master\xe2\x80\x99s degree preferred

Hours and Work Schedule: Hours per Week: 40hrs Work Schedule: Monday through Friday, 8:30am \xe2\x80\x93 5:00pm The salary range for this position is $135,000 - $201,000, plus benefits and an opportunity to earn an annual discretionary bonus. For an overview of our benefits, visit https://jobs.citizensbank.com/benefits.
Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance. Equal Employment Opportunity At Citizens we value diversity, equity and inclusion, and treat everyone with respect and professionalism. Employment decisions are based solely on experience, performance, and ability. Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression (including transgender individuals who are transitioning, have transitioned, or are perceived to be transitioning to the gender with which they identify), genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague\xe2\x80\x99s or a dependent\xe2\x80\x99s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. Equal Employment and Opportunity Employer Citizens is a brand name of Citizens Bank, N.A. and each of its respective affiliates. Why Work for Us At Citizens, you\'ll find a customer-centric culture built around helping our customers and giving back to our local communities. When you join our team, you are part of a supportive and collaborative workforce, with access to training and tools to accelerate your potential and maximize your career growth