Head of Mortgage Servicing

The Head of Mortgage Servicing is a strategic role, partnering with Citi's sub-servicer, Cenlar. This position focuses on organization-wide planning, strategy development, and execution across mortgage originations and servicing.

Reporting to the Head of Mortgage & Lending Product Management, this manager-of-managers role oversees various Servicing functions, including Cenlar oversight, Remedy Management, Governance & Admin, Controls and Operational Review. Key internal interactions will be with the Head of Lending, the Lending Leadership team, USPB and USRB Leadership teams and the Mortgage Operations team, as well as functional partners such as ORM, ICRM, IA, Legal, and HR. Additionally, the Servicing Head will represent the Mortgage Business when interfacing with banking and mortgage regulatory agencies.

This role focuses on maintaining the residual risk rating within the control environment for Mortgage. Key responsibilities include leading thought leadership, executing technology automation, and developing programs to improve residual risk levels. The position also involves supervising resources for issue identification, root cause analysis, resolution, client remediation, and managing audit and regulatory responses in collaboration with risk, compliance, and legal teams. Additionally, this role will identify process issues, assess reputational risk mitigation opportunities, and develop strategic approaches for continuous improvement and total quality management.

Key Responsibilities:

• Define Operating Model - Create a strategy to prioritize, organize, and execute changes to the operational processes in Servicing) as it relates to process simplification, client experience items driving complaints, regulatory and operational risk controls, monitoring and key risk reporting.  Additionally, increasing speed of issue remediation by identifying and structuring the scope, driving consensus and collaboration with all stakeholders, challenging and approving milestone plans, driving execution, identifying and escalating risks and issues, communicating results across Mortgage and key USPB leadership, and getting buy-in for change. 
• Represent the Mortgage business – to internal teams, stakeholders and regulators.
• Create Strategic Roadmap to strengthen controls - Improve the issue detection process and protocol and route identified issues to COO teams to execute on approved issue remediation plans, ensuring that the solutions being implemented include short term gap closure, appropriate mid-term controls, and identifying longer term automation to improve the efficacy of the control and control monitoring.
• Evaluate technology investments - identify changes needed in core processes to prior to adoption and implementation, ensuring that improvements to ease of use, reducing complexity, incorporating real time preventative controls, and appropriate automation of monitoring and key risk reporting
• Issue trends and escalations - opening of issues, corrective actions, tracking.  Determine structural or organizational changes that need to occur to improve the ability to improve the speed of the resolution, ensuring successful remediation with best practice sharing and uniform adoption and application, as well as ensuring that issue trends in mortgage or across USPB are shared with Risk and ICRM partners to improve holistically the control environment
• Process improvement - Review key processes to identify gaps and establish strategic long-term plans to address and further streamline processes to drive sustainable improvements. Drive continual improvement efforts for the team to help simplify processes, automate controls and transform overall team effectiveness
• Maintain an ongoing roadmap - to inform operating model decisions with sub-servicer in addition to ensuring appropriate transition plans remain in place.
• Own and Drive Mortgage Servicing reporting routines - as it relates to top key risk and control activities, issues, metrics, scorecard, etc. and presenting or communicating to the Head of Lending and the Lending Leadership Team as necessary.
• Create a continuous loop of progress updates - Own, develop and present communication materials, key initiative updates and presentations for Mortgage Leadership Team, Operating Committee, Regulators, and other key stakeholders as required. Synthesize and summarize data from across the business to provide critical information to executive team.  Network and collaborate with key constituents and leverage team resources in; Finance, Operational Risk and Compliance across Citi to drive business outcomes

Qualifications:

• 15+  years of the experience required / Citi and Mortgage experience strongly preferred
• Bachelor’s degree required, Master’s degree preferred