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Implementation and Integration Manager
ServiceLink
Virginia Beach, VA, United States
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The Implementation and Integration Manager position reports to the Senior Vice President of Client Relations and is responsible for all aspects of the implementation and new Client integrations as well as existing Clients new product implementation. This position will also be responsible for the management of the Implementation Coordinator(s), Private Label Coordinator and the Client Audit Facilitator positions and duties. This Manager will ensure Client satisfaction from the point of contract negotiation, pre and post implementation. This position will coordinate and integrate appropriate contractual SLA’s, SOW’s, Unique changes with the appropriate business units and coordinate appropriate QC process once unique procedures have been updated. This position will engage with contract team to ensure understanding of the Client expectations prior to Implementation. This position will develop new Client and existing Client project and new product materials, project plans, implementation documentation; ensure compliance with contractual commitments, identify potential risks associated with implementations or transfers as well as maintain a comprehensive issues project plan and protocol for each area of implementation and responsibility. This position will interact with each operational department to ensure understanding of Client needs and culture and adherence to their expectations. This position has autonomy to manage multiple processes and projects and work with the individual departments to facilitate solutions on behalf of new and existing Clients. Keep senior leadership abreast of any challenges and provide reporting and information as needed. Partner with internal managers on client trends to ensure client satisfaction and adherence to contract and business rules, while managing company risk.
ESSENTIAL DUTIES AND RESPONSIBILITIES
• Manage and coordinate assigned activities associated with new or existing client implementations, as defined by department procedures and the implementation project plan.
• Responsible for the activities performed under management to ensure team has the knowledge and follow up skills to provide to new Clients and can speak regarding these items.
• Ensure team deliverables, follow ups and day to day tasks are met to exceed Client expectations.
• Create dynamic (and continually update) implementation materials, training documents, process flows, project plans, etc. to be used presented to Clients and utilized for tracking thru the implementation projects..
• Develop and manage project plan for each implementation; ensure tasks are updated and/or closed timely by responsible party (internal and clients); escalate past due items to management and/or responsible party; ensure tasks are added as appropriate by client/implementation.
• Direct the activities and provide support to all team members as it relates to effective and timely completion of all implementation tasks and responsibilities.
• Participate with staff on Client meetings and calls as appropriate.
• Provide guidance, training and coaching for the team to continually improve Client experience.
• Provide best practices for processes and ensure coordinators have knowledge and follow up skills to provide guidance to new Clients and can speak to new products.
• Identify and address risks to company or client as a result of either converting portfolios with inherited issues and/or previous or current business practices and identify possible solutions/resolutions.
• Ensure client billing is prepared and submitted timely and accurately; review all client bills during implementation process and report on any challenges.
• Develop reporting once loans board during the post implementation process to identify any system or process issues.
• Prepare, or obtain from Operations, client statements of work (SOWs) and track billing back to client.
• Develop and maintain implementation/project and general department budgets.
• Develop and maintain a matrix of new products as implemented for possible cross sell to other Clients.
• Partner with internal managers as well as Clients, on new Client trends to ensure satisfaction with service levels are met.
• Partner with operational departments to create and maintain materials for implementation manual; coordinate production and future versions of servicing manuals.
• Participate in client visits.
• Oversee preparation of agendas and minutes for client discussions/visits
• Other duties as assigned.
Qualifications
• Servicing and/or Subservicing experience required
• Mortgage industry knowledge required
• Knowledge of agency and insurer requirements
• Previous management or executive leadership experience required
• Previous experience with Implementation or Time/Project Management
• Proficient in understanding of latest technology
• Excellent time management and relationship skills
• Ability to multitask and effectively manage multiple priorities; strong attention to detail
• Ability to facilitate creative solutions
• Excellent verbal and written (grammatical) communication skills
• Excellent problem solving and analytical skills
• Knowledge of Word, Excel, Power Point
• Excellent customer service skills and decision making abilities
• Proficient in administrative functions and ability to maintain an efficient follow up
• Ability to represent the company in a positive, confident and professional manner
• General knowledge of mortgage servicing or subservicing required
• High school diploma or GED, Bachelor’s Degree or minimum of 2 years loan servicing experience and minimum of 2 years management experience