Operations Management Lead Associate (Hybrid)

Company Description

At Fannie Mae, futures are made. The inspiring work we do helps make a home a possibility for millions of homeowners and renters. Every day offers compelling opportunities to impact the future of the housing industry while being part of an inclusive team thriving in an energizing, flexible environment. Here, you will grow your career and help create access to fair, affordable housing finance.

Job Description

As a valued colleague on our team, you will lead the team to support customer and performance measures focusing on completeness, timeliness, quality, and customer satisfaction. You will engage with customers to understand business needs and priorities and lead efforts to deliver those outcomes. You will identify, recommend, and assist with implementing process improvements to increase customer value, as well as identify and resolve customer problems, process exceptions, and risks.

THE IMPACT YOU WILL MAKE
The Operations Management Lead Associate (Hybrid) role will offer you the flexibility to make each day your own, while working alongside people who care so that you can deliver on the following responsibilities:

• Resolve customer issues and manage third party service level agreements (SLA).
• Research and resolve exceptions, including escalation and communication of production incidents.
• Assist management with tasks related to the design and execute process improvements.
• Perform data analysis, forecasting, capacity management, and loan quality modeling.
• Lead the team in monitoring for process performance and perform risk assessments.

Qualifications

THE EXPERIENCE YOU BRING TO THE TEAM

Minimum Required Experience

• 4 years   

Skills

• Experience gathering accurate information to explain concepts and answer critical questions
• Risk Assessment and Management including evaluating and designing controls, conducting impact assessments, identifying control gaps, remediating risk, etc.
• Skilled in presenting information and/or ideas to an audience in a way that is engaging and easy to understand
• Adept at managing project plans, resources, and people to ensure successful project completion
• Skilled in the graphical representation of information in the form of a charts, diagrams, pictures, and dashboards with programs and tools such as Excel, Tableau, or Power BI
• Influencing including negotiating, persuading others, facilitating meetings, and resolving conflict

Tools

• Skilled in Excel

Desired Experience

• Bachelor's degree or equivalent 

Additional Information

The future is what you make it to be. Discover compelling opportunities at careers.fanniemae.com.

Fannie Mae is an Equal Opportunity Employer, which means we are committed to fostering a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, religion, national origin, gender, gender identity, sexual orientation, personal appearance, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation in the application process, email us at careers_mailbox@fanniemae.com.
 

The hiring range for this role is set forth on each of our job postings located on Fannie Mae's Career Site. Final salaries will generally vary within that range based on factors that include but are not limited to, skill set, depth of experience, certifications, and other relevant qualifications. This position is eligible to participate in a Fannie Mae incentive program (subject to the terms of the program). As part of our comprehensive benefits package, Fannie Mae offers a broad range of Health, Life, Voluntary Lifestyle, and other benefits and perks that enhance an employee’s physical, mental, emotional, and financial well-being. See more here.