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Manager, Strategy and Operations
Manager, Strategy and OperationsOcwen Financial • West Palm Beach, FL, US
Manager, Strategy and Operations

Manager, Strategy and Operations

Ocwen Financial • West Palm Beach, FL, US
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Overview

The Strategy and Operations Manager supports the development and execution of business strategies aimed at improving operational efficiency and customer experience within a mortgage servicing environment. This role involves analyzing data, assisting in process improvement initiatives, and supporting the implementation of customer contact strategies across telephony and digital channels. The Analyst will work closely with cross-functional teams and report to the Director of Workforce Management and Dialer Operations.

Job Functions and Responsibilities

  • Optimize Delinquency Management and Performance Monitoring

Conduct ongoing analysis of delinquent loan performance trends to identify improvement opportunities and implement targeted corrective actions. Design and execute proactive outbound strategies to enhance borrower engagement and drive payment recovery.

  • Data Analysis

    • Collect, analyze, and interpret operational and customer data to identify trends, measure performance, and support decision-making.

  • Presents data for client, end-user and management needs.
  • Comprehends the general capabilities of information technology and applications well enough to identify opportunities for process redesign and improvement.
  • ProcessSupport

    • Assist in evaluating and documenting current business processes and identifying opportunities for improvement.

    Strong analytical and problem-solving skills.

  • Proficiency in data analysis tools and software (e.g., Excel, SQL, PowerBI, Microstrategy).
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong attention to detail and organizational skills.
  • Reporting : Support and maintain regular reports on new business processes to evaluate their effectiveness, improve key performance indicators (KPIs), and identify areas for improvement.
  • Stakeholder Collaboration

    • Work closely with various departments, including operations and IT, to support organizational change and provide data-driven solutions.

  • Documentation

    • Maintain detailed documentation of business processes, requirements, and changes.

  • Customer Contact Improvement

    • Support the development and testing of customer contact strategies across phone, email, and SMS channels.

  • Help analyze customer feedback and sentiment data to identify service gaps and recommend improvements.
  • Support robust business test-and-control methodologies to evaluate the impact of contact strategies. Use insights to drive continuous improvement, support change management, and inform workforce planning.
  • Collaboration

    • Support the development and testing of customer contact strategies across phone, email, and SMS channels.

  • Help analyze customer feedback and sentiment data to identify service gaps and recommend improvements.
  • Coordinate and participate in regular planning / debriefing meetings with the business team(s).

    • Qualifications

    Education

  • Bachelor's degree in Business Administration, Finance, Economics, or a related field preferred.

    • Experience

  • Minimum of 3 years of experience as a Business Analyst, preferably in a mortgage or financial services contact center environment.

    • Skills

  • Strong analytical and problem-solving skills.
  • Proficiency in data analysis tools and software (e.g., Excel, SQL, PowerBI, Microstrategy).
  • Excellent communication and interpersonal skills.
  • Ability to work independently and as part of a team.
  • Strong attention to detail and organizational skills.

    • Training / Licensing Requirements

  • Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal / State licensing requirements, if applicable.

    • Work Schedule

  • General work schedule is 8 : 00 a.m. - 5 : 00 p.m. ET

    • The salary range for this position is expected to be $100,000 – $105,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company's applicable plans.

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    Operation Manager • West Palm Beach, FL, US

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