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Business Process Servicing Manager

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Position Summary:

The Business Process Manager is responsible for supervising staff and maintaining test development and testing processes, analyzing the results and giving feedback and guidance to the Business Process Test team.  This position also entails setting and implementing effective test methodologies, to ensure business processes are performing as expected and are compliant/audit ready.  Business Process Testing is end-to-end testing methodology to validate/confirm business processes are operating as expected and in accordance to legal requirements.   

Essential Job Functions:

  • Develop and implement a BPT framework to support operational workflow
  • Establish and maintain processes to continually improve the effectiveness of BPT in support of Servicing Operations
  • Work closely with internal stakeholders to ensure we are reviewing, tracking and correcting any testing fails in a timely fashion
  • Maintain proper records and documentation of test results and follow up to ensure satisfactory corrective and preventive actions are taken 
  • Proactively modify test methodology to accommodate changes in business processes or legal requirements
  • Track metrics, like defect densities and open defect counts
  • Assign test scripts development based on test developer’s capacity, prioritize pipeline as appropriate
  • Prepare and present to Senior Leaders bi-weekly status reports pertaining to testing activities
  • Review/collaborate with Test Script developers to ensure test design accuracy

Communication and Information Skills:

  • Must have analytical/critical thinking skills to understand/communicate data metrics
  • Strong organizational, planning, project management, problem resolution, communication, time management, and critical thinking skills are required.
  • Ability to connect with people and build relationships that result in a collaborative environment.
  • Exceptional skill in writing and drafting documents.
  • Excellent verbal communication skills.
  • Excellent managerial skills.
  • Excellent interpersonal skills.
  • Excellent Microsoft Word and Excel skills



Position Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

  • Must have Mortgage Servicing experience
  • Must have experience with test methodology, protocols and criteria
  • Must understand Internal Controls and data-driven testing
  • Must have analytical/critical thinking skills to understand/communicate data metrics
  • Sagent experience is preferred

Education and/or Experience:

Bachelor’s Degree from a Four (4) year College or University; or six (6) to eight (8) years related experience and/or training; or equivalent combination of education and experience.

  • Sufficient statistical and mathematical skills
  • Proficient in standard Testing Methodologies/Protocols
  • Experience in Test Script design, and test execution
  • Demonstrated professional integrity, maturity, and judgement.
  • Demonstrated ability to multi-task.
  • Able to handle workload and meet deadlines.
  • Should be consistent and display a high level of accuracy
  • Mortgage Servicing experience
  • Fiserv experience is a plus       
  • Should be experienced in SQL, MS Excel, Adobe and statistical sampling


Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.


Mathematical Skills:

Ability to calculate figures and amounts such as interest, commissions, and percentages.


Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Certificates, Licenses, Registrations:

None required


Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.


Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.


Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.