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 comunidad de Cognizant:
Somos un equipo de alto calibre que se aprecia y se apoya mutuamente. Nuestra gente defiende un lugar de trabajo enérgico, colaborativo e inclusivo donde todos puedan prosperar.
- Cognizant es una comunidad global con más de 300.000 asociados en todo el mundo.
- No solo soñamos con una mejor manera, sino que la hacemos realidad.
- Cuidamos a nuestra gente, clientes, empresas, comunidades y el clima haciendo lo correcto.
- Fomentamos un entorno innovador en el que puedes construir la trayectoria profesional adecuada para ti.
Sobre nosotros:
Cognizant es una de las principales empresas de servicios profesionales del mundo, transformando los modelos comerciales, operativos y tecnológicos de los clientes para la era digital. Nuestro enfoque consultivo único basado en la industria ayuda a los clientes a visualizar, construir y ejecutar negocios más innovadores y eficientes. Con sede en los Estados Unidos, Cognizant (miembro del NASDAQ-100 y uno de los Mejores Empleadores Mundiales de Forbes 2024) figura constantemente entre las empresas más admiradas del mundo. Descubre cómo Cognizant ayuda a los clientes a liderar con lo digital en nuestro sitio
Nuestro compromiso con la diversidad y la inclusión:
Cognizant es un empleador que ofrece igualdad de oportunidades y adopta la diversidad, defiende la equidad y valora la inclusión. Nos dedicamos a nutrir una comunidad donde todos se sientan escuchados, aceptados y bienvenidos. Tu solicitud y candidatura no se considerarán en función de la raza, el color, el sexo, la religión, el credo, la orientación sexual, la identidad de género, el origen nacional, la discapacidad, la información genética, el embarazo, la condición de veterano o cualquier otra característica protegida según lo descrito por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.
Disclaimer:
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Aunque nuestro sistema permite la postulación en todos los idiomas, el (los) idioma(s) y el (los) nivel(es) de competencia requeridos para el trabajo varían. Sin embargo, se requiere un nivel básico de inglés para fines de comunicación en toda la empresa.