About the role
Provides strategic leadership and operational oversight for the Servicing & Claims Administration function, ensuring performance, quality, and service delivery across the end-to-end mortgage insurance lifecycle. This role leads team execution through Team Leads and Analysts, driving accountability, operational excellence, and compliance. Responsible for workforce planning, hiring, talent development, and performance management, while overseeing escalations, risk, and audit readiness. The Manager partners cross-functionally to drive continuous improvement, automation, and scalable operational growth.
What you'll do
Leadership & Strategy
- Lead and manage a team of Analysts and Team Leads across servicing and claims
Own operational performance, including SLAs, KPIs, quality, and customer satisfaction - Drive strategic initiatives, including automation, system enhancements, and process optimization
- Establish and execute operational strategy aligned with organizational goals
Hiring & Talent Management
- Own the full hiring lifecycle, including workforce planning, candidate selection, and final hiring decisions
- Conduct interviews and evaluate candidates for technical and cultural fit
Build, develop, and retain a high-performing team through structured coaching and career development - Establish succession planning and leadership development across the team
Operational Excellence & Risk Management
- Ensure compliance with Master Policy, regulatory requirements, and audit standards (including SOX)
- Oversee audit readiness, response, and remediation activities
- Manage escalations, operational risks, and high-impact customer issues
Implement controls to ensure data integrity, reporting accuracy, and process consistency
Performance & Reporting
- Establish reporting frameworks and deliver insights to senior leadership
- Monitor operational trends, capacity, and performance metrics
- Drive data-driven decision-making and continuous improvement
Cross-Functional Leadership
- Partner with Underwriting, IT, Finance, Compliance, and Risk teams
- Lead cross-functional initiatives impacting servicing and claims operations
- Represent operations in strategic discussions and executive forums
Qualifications
- Bachelor’s degree preferred
- 10–15+ years relevant experience
- Prior people management experience required
Required Skills:
- Expert-level knowledge of mortgage insurance servicing and claims
- Strong leadership and team management experience
- Strategic thinking and operational execution capability
- Advanced analytical and reporting skills
- Experience managing audits, controls, and regulatory requirements
- Strong stakeholder management and executive communication skills
Preferred Skills:
- Working knowledge of the mortgage lifecycle, including origination, servicing, and underwriting processes
- Ability to conduct operational analysis to support data-driven decision-making and process improvement