Client Relations Project Manager - Call Center Industry

Servicing Solutions was created based on a firm belief that the loan servicing industry was in need of dramatic change. For too many years, lenders have had to accept certain things that should be, well, unacceptable. We’re on a mission to change that. At Servicing Solutions, we dare to imagine, experiment and innovate to deliver superior service. Our goal is simple – to bring ingenuity, talent, know how, analytics and a technological advantage to an industry ripe for change. Servicing Solutions is on a mission to redefine portfolio servicing for good by changing the transactional client experience to one that is more collaborative, relational and transparent.

POSITION SUMMARY

The Onboarding Project Manager is responsible and accountable for the effective project management to implement all new and existing business along with implementing process solutions of all levels of complexity into Servicing Solutions’ systems and processes for the line of business. Responsibilities of the position include collaborating with the business lines, developing and executing project plans that embrace best practices, change management, quality management, effective communication plans, requirements management, and securing all necessary resources needed to achieve the project objectives:

KEY RESPONSIBILITIES

· Experience managing projects and project management methodologies.

· Experience in financial loan servicing.

· Acts as key partner to the line of business: understands strategic goals, customer needs and business objectives; acts as liaison between the internal line of business and clients and cross-functional partners involved in implementation.

· Plans, documents and executes all phases of the project lifecycle, including scope management, requirements management, work breakdown schedule and timeline management, priority and dependency management, and the assignment of roles and responsibilities.

· Performs risk management to minimize project risks.

· Develops detailed work breakdown schedules, project estimates, and resource plans that support scope.

· Develops comprehensive project plans to be shared with clients as well as other staff members.

· Conducts and facilitates effective project meetings, including issue tracking, status reports, and executive communications.

· Ensures problems are effectively escalated and crisis management activated, as needed.

· Manages changes to the project scope and project schedule.

· Acts as an advocate for the business, by providing first class service through expert development of the project management discipline.

· Lends subject matter expertise and knowledge management to the project team and stakeholders and ensures customer satisfaction through quality and timely product delivery.

· Promotes change, process, and best practices to both the business and technical team members, providing training for the project management discipline.

· Leads the project team on development efforts and lends both functional and technical system-specific knowledge throughout the project lifecycle.

· Provides advice and guidance to less experienced staff and assists in resolving escalated complex issues/problems, as needed.

· May attend in person finalist presentations and represents implementation.

· May lead in person implementation kick off meetings with external clients.

· Leads implementation kick off meetings with cross-functional partners.

· Uses and continually develop leadership skills.

· Performs miscellaneous duties as assigned.

QUALIFICATIONS/REQUIREMENTS

· A minimum of 4 years related experience.

• 2 years demonstrated experience leading onboarding projects.
• PMP Certification would be preferred but not required.
• Expert knowledge of project development life cycles, including the ability to coordinate and prioritize multiple projects.
• Strong Presentation Skills.
• Advanced analytical and problem-solving skills to evaluate business processes and recommend effective solutions.
• Advanced organizational/time management and project management skills and multi-tasking abilities.
• Creative, critical thinker and process-driven: you are constantly looking for ways to improve our candidate experience and to make things work more efficiently

Disclaimer Statement: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, duties, skills, or working conditions associated with a particular job. It is intended to be only a general description of the principal requirements common to positions of this type.

Job Type: Full-time

Pay: $70,000.00 - $80,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Day shift

Education:

• Bachelor's (Preferred)

Experience:

• client onboarding: 2 years (Preferred)

License/Certification:

• Certified Project Manager (Preferred)

Work Location: One location