Job Summary
Individuals in this role are responsible for multiple processes under a large utility They are responsible for client deliverables and delivering business results in line with process targets They are accountable for proper resource utilization and financial budgets for the process Should possess endtoend knowledge of all function in Loan Servicing life cycle upstream and downstream impacts knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
Responsibilities
I Position Summary
Individuals in this role are responsible for multiple processes under a large utility They are responsible for client deliverables and delivering business results in line with process targets They are accountable for proper resource utilization and financial budgets for the process Should possess endtoend knowledge of all function in Loan Servicing life cycle upstream and downstream impacts knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
II Key Result Areas
Responsible for the quality and productivity of deliverables in the process
Client satisfaction BES scores and other internalexternal surveys
Account financial performance
Responsible for MIS and reporting of performance metrics
Manage and report adherence to service levels as agreed with the client
Ensure BestInClass processsystems are deployed for the set revenue targets
Effectively manage the program and oversee support the transition of processes to Cognizant
Ensure Team Productivity levels are achieved as per the targets set year on year
Ensure Process Health Score is greater than 95 as per the scores measured by DAG team
Ensure Seat Utilization is maintained as per process requirement
Identify development needs and ensure training fulfillment for the team to be tracked against the training plan
Manage employee retention and engagement Manage attrition within a target range and ESAT scores
Contribute to Recruitment measure through participation in screening and interviewing candidates
OPERATIONS OWNERSHIP MANAGEMENT Establish mechanism to ensure all issues are identified and to the extent possible resolved by appropriate level of CoreLogic India management To discuss with ISC managers where appropriate
Cost Optimization Ensure to improve Quality increase productivity Increase manpower utilization Reduce controllable cost Move lower complexity activities to lower cost
Customer Value Adds Establish InfoSec controls across all processes Ensure entire team is covered under InfoSec training testing within timelines established by customer ISO Establish InfoSec controls across all processes Ensure entire team is covered under InfoSec training
testing within timelines established by customer ISO Proactively Identify and meet requirements of the business
19 BPS VerticalsService Delivery Track
III Typical Responsibilities
Business Customer
Deliver on financial goals for the business
Manage customer relationships through regular communication with clients through weekly monthly reviews
Discuss operational issues and Critical to Quality CTQ delivery
Attend customer calls and meetings proactively flag issues and prevent surprises
Analyze customer feedback at desired intervals and initiate ways to improve the score
Identify better ways to deliver anticipated customer needs or to deliver existing services that target customers value
Manage and resolve escalations and issues raised by customers
Act as a senior level escalation contact for clients and internal stakeholders for any issues
Prepare and report process performance metrics to stakeholders
Participate in management discussions Governance discussion Management forums with customer
Anticipate plan for new business get involved in hiring
Identify opportunities for growth deliver on growth commitments number of people
Identify key cost drivers and ensure they are optimized
Proactively identify opportunities for additional business with customer
Adopt best practices from other processes verticals etc
Share value addition and best practices across teams ProjectProcess
Ensure minimal risk in the process via a strong exceptions management process
Correlate process changes with mortgage business trends upstream and downstream implications and regulatory compliances
Knowledge and adherence to compliance audits for HMDA RESPA and predatory lending
Conduct regular meetings across groups to discuss ageing and risk items and drive it to a resolution
Liaise across other departments in resolving complex issues resulting effecting operations delivery
Representation in market wide industry forums for the responsible product process
Ensure proper documentation and knowledge transfer as per project plan and schedule
Drive team to achieve process SLAs metrics productivity and quality targets within the established timelines
Ensure compliance to the set standardsnorms in order to adhere to quality standards and other compliance norms
Resource utilization and scheduling of end to end work
Manage inventory
Work with support functions to enable infrastructure support to team and ensure zero downtime
Prepare for infrastructure and other growth related requirements
Plan for resources based on volume projection and current available head count and allocate responsibilities
Initiate and deliver on process improvement projects to improve process efficiencies
Effective forward planning in terms of process delivery
La communauté Cognizant :
Nous sommes une équipe de professionnels dont les membres s'apprécient et se soutiennent mutuellement. Nos collaborateurs sont les garants d'un lieu de travail dynamique, collaboratif et inclusif où chacun peut s'épanouir.
- Cognizant est une communauté mondiale qui compte plus de 300 000+ collaborateurs dans le monde entier.
- Nous ne nous contentons pas de rêver de façons idéales, nous apportons des améliorations concrêtes
- Nous prenons soin de nos collaborateurs, de nos clients, de notre entreprise, de nos communautés et du climat, en faisant ce qui est juste.
- Nous favorisons un environnement innovant où vous pouvez construire le plan de carrière qui vous convient.
À propos de nous :
Cognizant est l’un des leaders mondiaux des services professionnels. Nous transformons les modèles commerciaux, opérationnels et technologiques de nos clients pour les adapter à l’ère numérique. Notre approche consultative, basée sur une connaissance sectorielle, aide nos clients à concevoir, développer et gérer des entreprises plus innovantes et plus efficaces. Basée aux États-Unis, Cognizant (membre du NASDAQ-100 et l’un des meilleurs employeurs du monde en 2024 selon Forbes) figure régulièrement parmi les entreprises les plus admirées au monde. Découvrez comment Cognizant aide ses clients à garder une longueur d’avance grâce au numérique sur le site www.cognizant.com.
Notre engagement en faveur de la diversité et de l'inclusion :
Cognizant est un employeur qui prône l'égalité des chances, la diversité, l'équité et l'inclusion. Nous sommes déterminés à créer une communauté interne où chacun se sent écouté, accepté et accueilli. Votre candidature sera examinée en dehors de toute caractéristique discriminatoire (comme celles de votre race, votre couleur, votre sexe, votre religion, vos croyances, votre orientation sexuelle, votre identité de genre, votre origine, votre handicap, votre information génétique, votre état de grossesse, votre statut d'ancien combattant ou de toute autre caractéristique protégée par les lois de votre pays).
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
Mentions légales :
Les informations relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Les candidats peuvent être invités à participer à des entretiens en face à face ou par vidéoconférence. En outre, les candidats peuvent être amenés à présenter une carte d'identité valide lors de chaque entretien.