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Performance Manager
Freedom Mortgage
Eugene, OR, United States
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The Manager of Servicing Partner Performance will serve as the leader responsible for managing multiple partner relationships and performance to include but not limited to Call Center Outsourcing. Responsible for developing and managing the approach and execution of the strategic partner relationship management function. Interfaces and incorporates the strategic partners into the Freedom Mortgage’s Servicing organization while monitoring their ongoing performance. Interacts with key leaders in the Freedom Mortgage organization dealing with all aspects of sourced services as these services impact each area, as well as with key leaders from the suppliers. Provides leadership and direction for multiple functional areas. Manages professionals at supervisor and professional levels. Ensures appropriate resources to achieve financial and business objectives. Influences, shapes, and integrates strategy for functional area(s). This position reports to the Vice President (VP) of Customer Case Admin – Servicing.
Essential Job Functions:
• Position will primarily be responsible for supporting our Customer Care outsourced operations. Analyze outsource call center performance (service, cost, quality, productivity) identifying trends/issues/concerns/successes and recommending appropriate solutions or best practice implementation
• Partner with Outsourcers, Reporting, Finance, Quality, IT/IS and Operations to focus on execution and develop quality management processes
• Conduct regular business reviews with operations, workforce management and vendor partners
• Perform gap analysis to ensure partner agents have tools, processes, training and empowerment to deliver expected customer experience
• Accountable for ensuring effective process changes and program implementations occur at the vendor sites-Partner with Business Operations to conduct monthly invoice reconciliations
• Ensure vendor compliance to desktop requirements, recruiting practices, training curriculum and overall performance standards in accordance with contract
• Work with Corporate Vendor Management team to ensure linkage to outsource strategy relating to call segmentation and resource utilization
• Provides customer service leadership with regard to all facets of operations analysis and performance management
• Plans, develops, and implements management strategy to respond to customer needs and market demands
• Ensures operating departments comprehend the expense process and allocate their resources in a cost-effective manner
• Provides direction and guidance necessary to assure the efficient and cost-effective operation within approved operating and capital budgets for the departments
• Develop processes and organizational capability to execute supplier contract and relationship management.
• Develop and implement a comprehensive compliance management structure and oversight regimen ensuring full partner and practice compliance with laws, regulation and best practices
Other Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities:
• Responsible for one or more departments or programs
• Directs more complex and varied work
• Recommends and authorized policy implementation for the department or program
• Has full HR responsibility for staff direct reports