Director, Commercial Servicing

The Director of Commercial Servicing sets the direction and oversights and supports all Servicing business teams, legal teams, and external parties such as investors and clients related to the Commercial Servicing platform.  In addition, this position contributes to strategic planning and special project support for the department as a whole.  This position is involved in decision making related to strategy and tactics to identify, analyze and disposition assets. This position is expected to have a solid knowledge of Commercial loan servicing best practices and asset management across the life cycle of a loan and, importantly, the position supports long-term relationships with investors and clients. This position will report directly to the Vice President of Commercial Servicing. 

The Company is looking to increase its market share in the commercial mortgage servicing industry by optimizing its servicing practices, tools and technologies.  As the leader in Commercial operations, this individual will be responsible for driving the strategy and vision required to achieve operational excellence.

This is a highly visible position that will interface with the Company’s leadership and will represent Commercial Servicing to Clients, Investors and Rating Agencies.

Job Functions and Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. 

• Providing strategic direction and thought leadership to achieve short term and long-term goals.
• Providing strategic direction and thought leadership to achieve short term and long-term goals.
• Act as a relationship manager/liaison with Investors maintaining regular contact with representatives of each on behalf of Commercial Servicing.
• Designing, implementing, and managing strategy in conjunction with executive management and investors.
• Create and present regular leadership communications such as management business reviews and other updates.
• Drive operational excellence, oversight and contribute thought leadership to the design and implementation of efficient processes and workflows ensuring alignment with company objectives and regulatory requirements, continually drive process improvement. 
• Monitor and action results, when necessary, regarding client Service Level Agreements and other items related to clients.
• Monitor, action and maintain low defect rate on all business unit Key Perform Indicators.
• Build and maintain relationships internally and externally with clients, business partners and key stakeholders. 
• Maintain internal relationships with shared services across Servicing and the broader organization. 
• Providing operational leadership and oversight to reduce variability and improve efficiencies through automation.
• Participate in budget processes, management of the P/L, and oversight of departmental staffing models to meet business targets for growth and profitability.
• Developing innovative strategies, processes, and tools for optimal execution of asset resolutions.
• Make business decisions that result in the maximum return for Onity and the investors.
• Develop training materials/knowledge base for Servicing teams who support Commercial.
• Maintaining a low defect rate on all KPIs and alignment with contractual Service Level Agreements and key performance indicators.
• Maintaining industry leadership by embracing best practices, rewarding a management team that is devoted to continuous learning and demonstrating a willingness to challenge the status quo.

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
• Ability to work independently as well as in a team environment
• Strong verbal and written communication skills
• Well-organized, with an ability to manage multiple priorities within strict time constraints
• Demonstrable problem solving and decision-making skills
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