Vice President in Strategy Operations Support, Home Lending

Shape the future of Home Lending Servicing by joining a dynamic team dedicated to operational excellence and innovation. Unlock your potential as you collaborate with leaders across Customer Operations, Legal, Risk, and Controls. Make your mark by driving process improvements and delivering impactful communications. Enjoy opportunities for career growth and professional development. Join us to help deliver outstanding experiences for our customers and employees.

As a Vice President in Strategy Operations Support within Home Lending Servicing, you partner with cross-functional teams to optimize business processes and drive operational excellence. You lead multiple teams focused on Customer Insight & Solutions, Communications Strategy, Internal Controls, and Letter Coordination. You play a key role in planning, executing, and delivering products and solutions that require collaboration across teams. You help strengthen controls, deliver effective communications, and ensure alignment with organizational goals.

• Lead and manage teams across Customer Insight & Solutions, Communications Strategy, Internal Controls, and Letter Coordination.
• Oversee workload balancing, project delivery, and operational support across multiple functions.
• Identify and implement procedural, policy, systemic, and technological improvements.
• Develop and execute internal employee communications and digital campaigns.
• Monitor and report on communications projects, proactively identifying risks and ensuring timely delivery.
• Lead teams responsible for identifying and remediating process gaps, managing audit responses, and facilitating oversight of foundational controls.
• Oversee end-to-end management and quality assurance of customer communications through letters and notices.
• Develop reporting solutions and data analytics to support business needs and continuous process improvement.
• Partner with senior leaders, business units, and technical teams to gather insights and translate business needs into effective communications.
• Inspire, motivate, and promote collaboration, trust, and respect within the team.
• Ensure all communications meet regulatory, compliance, and quality standards.

• Bachelor's degree in business, communications, finance, or related field.
• Minimum five years of experience in home lending, mortgage servicing, or related financial services.
• Demonstrated leadership in a matrix organization.
• Proven experience planning, executing, and delivering products or solutions requiring cross-team collaboration.
• Strong analytical and problem-solving skills; detail-oriented and highly organized.
• Ability to work independently, manage time and multiple activities efficiently, and execute responsibilities with limited supervision.
• Experience managing multiple stakeholders and partnering with technical teams.
• Proficiency in Microsoft Office Suite, SharePoint, Alteryx, and communications tools.
• Superior verbal and written communication skills, with the ability to communicate technical information at a business level.
• Demonstrated ability to inspire and motivate teams, promote collaboration, and drive change.

• Advanced degree or relevant experience.
• Experience in developing and delivering training or guidance materials.
• Adaptability to increasing scope and complexity of work brought on by business growth.