Altisource is a leader in providing services and technology for the mortgage and real estate industries. With innovation as a guiding principle and a focus on compliance and exceptional service, we provide end-to-end solutions in origination and servicing, and offer online real estate platforms for consumers and investors.
Vendorly is an innovative vendor oversight platform to help manage regulatory requirements. Helps banks and financial institutions streamline oversight of third-party vendors. We work closely with you to customize vendor management programs, including software to help keep you organized and services to ease your workload.
The Sr Manager will be responsible for:
•Being accountable for managing service delivery and operations teams (around 30 to 40 people) for multiple Customer accounts for Vendor Oversight Services
•Ensuring the Customer contractual targets are exceeded by collaborating with relevant internal and external stakeholders
•Providing support to new business opportunities. Takes an active role in bids and supports the transition and implementation of new business (including new service offerings)
•Ensuring resources, capabilities and capacity to meet both existing and new business demand
•Providing consistent service quality through rigorous management of change control and acceptance into procedures in line with Service Delivery guidelines
•Constantly improves the quality and inter-working of the whole service team
•Ensuring robust tools and - where relevant - technological platforms are in place to support customer environment and best service solution
•Motivating, developing and mentoring other service delivery employees and operations teams
•Identifying same account growth opportunities to be converted into sales prospects
•Take the ownership of problems and incidents, identification of root causes and addressing these
•Other duties as assigned
Qualifications and Experience:
•Bachelor’s degree, preferably in Economics or a related field, such as Business Administration or Management Information Systems; MBA is preferred
•At least 8 years of total work experience and at least 5 years of pre-sales/Customer Service Delivery experience to successful implementation, preferably in mortgage or Technology services industry
•Experience of managing teams (> 30 people) and consistently achieving team goals
•Experience of having successfully operated at prime customer contact level
•Service delivery management experience having lead high quality service delivery to customer(s)
•Demonstrable experience of having designed and implemented productivity as well as customer satisfaction improvements
•Demonstrated ability to organize data and information into presentation format
•Significant proficiency with MS Office, especially Excel and PowerPoint
•Ability to address multiple assignments simultaneously, with strong ability to prioritize tasks and respond to dynamic priorities
•Relevant professional qualifications (e.g. ITIL, Lean Six Sigma, PMI) preferred
•Superior communication skills to maintain positive working relationships with business stakeholders