This job has expired, please see additional jobs below
Operations Liaison
Fannie Mae
Washington, DC, United States
Job Details - this job has expired, please see similar jobs below
Description
THE COMPANY
Fannie Mae provides reliable, large-scale access to affordable mortgage credit in communities across our nation. We are the leading source of funding for housing in America, which means more people can buy or rent a home. We are focused on sustaining the housing recovery, improving our company, and leading change to make housing better.
Join our diverse, high-performing team and make a difference as we work together to enable access to a good home.
For more information about Fannie Mae, visit http://www.fanniemae.com/progress
JOB INFORMATION
Ensure alignment from an operational service delivery standpoint through partnerships with internal operational and customer delivery teams. Provide guidance and direction to support significant improvements in external and internal customer experience and overall FNMA operations. The selected CDT Operations Liaison will be expected to participate in the following:
• Support and guide the development of customer facing solutions and innovations in partnership with NCDTs, TDMs, technology, etc.
• Leverage customer priorities and operational trends to improve operational execution and re-engineering of operations processes
• Build trusted, strategic, value-added relationships at all levels with our NCDT and Operational Leadership
• Proactively communicate operational activities that will have an impact (positive/negative) on customer goals, strategies, and processes and collaborate with NCDTs to build solutions for improvements
• Proactively identify and triage issues that impact multiple customers and develop plans that can be leveraged broadly across the customer base
• Ensure NCDTs and Operations are aligned with regards to goals, strategic plans and investments
• Execute transactional activities associated with daily production across multiple function areas of the end to end life cycle
• Represent all operations functions in meetings with our external and internal customers
KEY JOB FUNCTIONS
• Capture feedback from internal and external customers and use it to improve process execution, performance results, and efficiency gains
• Assist with the successful delivery of the Operations Roadmap and tactics by contributing guidance and support for our customers and the business with regards to operation's key initiatives; actively engage in projects when appropriate
• Work with the CDT Leads to plan, articulate, prioritize and rationalize demand; ensure solutions developed support standard work practices
• Leverage customer priorities and operational trends to improve operational execution and re-engineering of operations processes
• Ensure effective communications and direction between CDT Leads and operations by providing regular updates of customer priorities and issues, as well as business engagements with our customers
• Understand and represent customer feedback/issues and make them visible across operations to help improve processes, responsiveness and flexibility
• Demonstrate greater shared accountability between Operations and its customers and business partners; become key members of their designated CDT teams, positioned to see opportunities and deliver greater value to the business
• Manage customer and business relationships via meetings with assigned customers, CDTs, operations, and other business partners to review operations performance, customer requests, and business requests, as well as deliver agreed-upon solutions
• Execute transactional production activities for multiple functional disciplines in compliance with standard operating procedures and internal controls
• Identify and resolve customer production related issues that are associated with, but not limited to, processing, accounting, and transaction reporting. Raise system and technical issues to our partners, leadership, and customers. Support resolution as requested.
Qualifications
EDUCATION
• Bachelor's Degree or equivalent required
MINIMUM EXPERIENCE
• 6+ years of related experience
• 10+ years of related experience with 7+ years in leadership desired
SPECIALIZED KNOWLEDGE & SKILLS
The successful candidate will have the following professional qualifications:
• Experience in real estate finance, financial services, and/or credit finance
• Significant experience in effectively partnering with customers, vendors, and internal stakeholders
• Exceptional interpersonal, communication and relationship management skills
• Experience in leading significant business transformation efforts
• Project management experience is preferred
• Strong quantitative analysis experience
• General understanding of the functional components associated with the end to end loan life cycle
• Working knowledge of loan programs/products, services, and policies is essential
• Ability to efficiently and consistently produce accurate work
The successful candidate will exhibit the following leadership qualities:
• Strong relationship management, communication, and presentation skills
• Sense of urgency about solving problems, meeting challenging deadlines, and achieving critical goals
• Influences broadly and communicates clearly and frequently to ensure that people understand what is happening and why
• Ability to work easily with multiple internal and external partners, build consensus to implement, drive to reach closure, and manage expectations about delivery
• Exercises intellectual honesty, curiosity and influencing skills by identifying and presenting information or data in ways that are persuasive to others
• Identifies and proposes thoughtful solutions that address performance issues while minimizing the potential impact on leaders and customers
• Executes and delegates deliverables to ensure that timelines and results are achieved by holding self and others accountable
• Communicates the vision and direction of the business function effectively by ensuring the development and alignment of business unit and individual goals
EMPLOYMENT
As a condition of employment with Fannie Mae, any successful job applicant will be required to pass a pre-employment drug screen and to successfully complete a background investigation.
Fannie Mae is an Equal Opportunity Employer