Program Manager

Job Description

This position is on-site only (Ocala, FL).

Job Summary

The Program Manager in Mortgage Servicing plays a critical role in managing and leading high-impact initiatives and projects across the servicing department. This position is responsible for end-to-end program management, ensuring alignment with business goals, regulatory requirements, and operational efficiency standards. The Program Manager collaborates with cross-functional teams to streamline processes, improve service delivery, and uphold compliance, fostering an environment of continuous improvement and high performance.

Core Competencies: 

• Maintains highest level of professional behavior at all times even in stressful situations. Avoids behaviors, comments, and conversations that harm morale, productivity, customer satisfaction and teamwork.
• Meets confidentiality requirements related to company, customer and financial information.
• Communicates in writing, verbally and via email in a clear and positive way. Meets policy requirements governing communication content.
• Meets high-productivity requirements and constantly evaluates and prioritizes work throughout the day to meet frequent deadlines.
• Takes ownership of work and completes tasks/projects accurately. Reviews and proofreads work thoroughly.
• Works well in a fast-paced team environment and communicates regularly with other team members to ensure deadlines are met.
• Remains up to date on best practices relevant to the position and uses work hours productively.

Supervisor Responsibilities:

• Team Leadership and Development (Leadership & Raving Fans):
  • Supervise a team of project managers, analysts, or cross-functional contributors, fostering a culture of collaboration, transparency, and high performance.
  • Mentor and support team members in achieving their professional goals, providing coaching and feedback to build leadership capabilities.
  • Conduct regular performance evaluations and set clear, measurable objectives for team members, aligning individual goals with overall program objectives.
• Resource Planning and Allocation (High Performance & Transparency):
  • Oversee resource allocation for program initiatives, ensuring adequate staffing, budget, and tools are available to meet program requirements.
  • Act as the primary point of escalation for program team members, facilitating swift resolution of issues impacting program timelines or quality.
• Stakeholder Engagement (Raving Fans):
  • Maintain consistent communication with key stakeholders, including senior management, compliance officers, and department heads, to align on program objectives and expectations.
  • Advocate for team needs and facilitate resource support, keeping stakeholders informed of team achievements and challenges.

Duties/Responsibilities:

• Program Development and Execution (High Performance & Leadership):
  • Design, initiate, and manage comprehensive programs to optimize mortgage servicing processes, including payment processing, default management, escrow administration, and customer experience enhancement.
  • Define program objectives, deliverables, timelines, and resources to ensure alignment with organizational goals and service standards.
  • Implement process improvements to reduce costs, enhance productivity, and improve borrower experience.
• Compliance and Risk Management (Leadership & Transparency):
  • Ensure program adherence to regulatory and compliance requirements, including CFPB, GSE guidelines, and investor standards.
  • Identify, assess, and mitigate risks associated with program initiatives, creating solutions to prevent potential issues.
  • Coordinate audit responses related to program initiatives and maintain compliance with industry best practices.
• Project Management and Reporting (High Performance):
  • Lead project planning and execution within each program, coordinating resources, setting milestones, and ensuring on-time delivery.
  • Track program metrics and KPIs to monitor progress and ensure program goals are met, making adjustments as necessary to optimize results.
  • Prepare and present regular reports to senior management on program status, successes, challenges, and areas for improvement.
• Process Improvement and Change Management (Leadership & High Performance):
  • Identify and implement areas for improvement within mortgage servicing processes, developing programs that promote efficiency and enhance customer satisfaction.
  • Lead change management initiatives within the servicing division, ensuring new processes are smoothly adopted by relevant teams.
  • Facilitate training and support for staff impacted by program initiatives to ensure alignment and readiness for process changes.

Education, Experience and /or Skills

• Education:
  • Bachelor’s degree in Business Administration, Finance, Project Management, or a related field is required.
  • Master’s degree or PMP (Project Management Professional) certification is preferred and considered a strong asset.
• Experience:
  • 5 years of experience in program or project management, ideally within the mortgage servicing, financial services, or banking industries.
  • Demonstrated experience managing complex programs with multiple cross-functional stakeholders, with a strong track record of successful program delivery.
  • Proven experience in mortgage servicing functions such as payment processing, default management, or escrow administration is highly desirable.
  • Strong knowledge of regulatory and compliance standards in the mortgage servicing industry, including familiarity with CFPB, GSE, and investor requirements.
• Qualifications:
  • Excellent leadership and team management skills, with experience supervising and developing teams to achieve high performance.
  • Strong analytical and problem-solving abilities, with a focus on data-driven decision-making and process improvement.
  • Exceptional communication and interpersonal skills to foster productive relationships with stakeholders at all levels.
  • Proficiency in project management software and tools
  • Highly organized, with the ability to manage multiple priorities and deadlines in a fast-paced environment.

Computer and Equipment Skills:

• Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
• Word processing (speed and accuracy)
• Email
• Internet software
• Use typical office equipment (computers, phones, copiers, scanners, etc.)

Physical Abilities:

• Vision (with or without correction) sufficient to read a computer screen at 20 inches and to operate office equipment or a car.
• Clear speaking on the telephone and in person; hearing within normal ranges in noise environments typical of office.
• Able to sit for long periods of time at computer or other work station and in meetings.
• Able to finger and feel in order to use equipment, computers and operate equipment.
• Able to lift 10 pounds occasionally unassisted.

EEO Statement: As part of our dedication to the diversity of our workforce, Essex Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

Qualifications