Director, Platform & Service Development

The Director, Platform and Service Development will identify, develop and drive the implementation of key strategic lending and servicing platform enhancement initiatives aimed at promoting borrower and client experience, engagement and retention as well as material improvements in operational efficiencies.  Key areas of focus will include conducting competitive analysis,  understanding customer needs as well as identifying and assessing opportunities to enhance process performance and customer experience to increase market share, win rate, enhance customer retention, maximize the homeowner experience, and deliver a superior client value proposition.  This position will work across organization disciplines and drive integrated process changes. This individual must be comfortable levering innovative technology, establishing strategy, as well as partnering with business segment teams to drive implementation and execution. 

Job Functions and Responsibilities:

• Serve as a key member of the strategic growth team and contribute to the overall direction and strategy of the organization
• In collaboration with the Chief Lending, Servicing and Strategy Officers, develop and manage the Company’s overall platform enhancement strategy, driving “the art of the possible” in both the forward and reverse space, spanning GSE, government agency and non-agency residential, as well as commercial products
• Continuously assess the current state of our lending and servicing platforms and define the desired future state with a goal of advancing the performance and customer experience of our platforms beyond our peers
• Oversee design, prioritization and implementation of pilots for lending and servicing platform enhancements, bringing together various constituents within the Company from marketing and sales through to operations, capital markets and servicing 
• Maintain a current assessment of “art of the possible” best practices being used in the industry and partner with segment and functional leadership to assess feasibility of internal adoption
• Develop new platform enhancement proposals including market size, share potential, loan and channel economics, potential risks, staffing requirements, investor outlets and development requirements
• Identify and develop business relationships with other industry participants to create mutually beneficial relationships that enhance profitable growth
• Develop and maintain a strong awareness of emerging technologies and tools that could profitably enhance our offering 
• Extensive experience in working with the non-agency investor universe and established relationships with investors including insurance companies, securitizers, banks
• Collaborate with others across the organization to understand product needs, shortcomings and opportunities

Key Result Areas: 

• Set objectives & key results (KPI’s)  that support our Service Excellence philosophy and standards, and monitor delivery against these to increase Customer satisfaction levels, 
• Promote and instill a high performing team culture, foster talent to improve and maintain retention levels, and support change management initiatives
• Allocate resources and drive accountability to direct reports to ensure achievement of results

Qualifications:

To perform this job successfully, an individual must have the following education and/or experience:

• Bachelor’s degree in Business Administration, Marketing, Business Analytics, Operations Managment, Finance or a related field; MBA or advanced degree highly preferred
• 10+ years of work experience in the lending and servicing segments with a focus on Customer Experience, strategic planning, industry technology / third party offerings and operations
• Deep knowledge of housing finance industry including core product segments (GSE, Government Forward and Reverse, Non-Agency), competitive landscape, industry participants and supporting technologies
• Demonstrated success in identifying, planning and implementing strategic opportunities
• Strong financial modeling, analytical, and problem-solving skills
• Track record of bringing together different constituents across organization and championing enterprise-wide initiatives
• Ability to strategize over longer time horizons and develop views on how to address and capitalize on emerging trends
• Excellent communication and presentation skills, with the ability to build and sustain relationships
• Familiarity and experience levering technology to drive change and enhance the consumer experience.
• Gravitas to implement change among peers.
• Proficient in Microsoft Office suite (PowerPoint, Excel, Word)

Training / Licensing Requirements: