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Director of Business Process Outsourcing and Services

Company: American Pacific Mortgage
Location: Rocklin
Posted on: February 17, 2021

Job Description:

Summary: The Director of Business Process Outsourcing and Services will be responsible for outsourcing objectives, outcomes, benefits and service delivery and will own the client relationship for outsourcing contracts including client service management, monitoring delivery and financial performance, and making necessary adjustments to agreements to meet ROI/delivery and performance objectives.Essential Duties & Responsibilities:* Work with the executive leadership team to develop and execute APM's outsourcing strategy, including SLA engagement; outsourcing provider selection and negotiation; fees and savings structures; and the management of outsource providers post deal closure.* Manage all outsourcing functions to ensure efficiency and desired turn- times in loan fulfillment, post-funding activities and cost effectiveness* Monitor performance of all outsourcing and offshoring units (quantity and quality)* Provide Executive Leadership with reports to measure the effective of outsourcing* Strategically utilize outsourcing/offshoring resources to reduce costs and provide a competitive edge in the fulfillment of loans* Implement standard processes with all fulfillment centers on the utilization of the outsourcing and offshoring units* Conduct periodic visits and audits at outsourcing and offshoring facilities* Develop best practice outsourcing framework for engagement such as RFI/RFP process, vendor selection, negotiation and migration.* Manage relationships and work with business leaders to successfully identify and execute on Outsourcing opportunities including RFI/RFP process, vendor selection, negotiation and migration.* Post-outsource governance e. g. vendor performance management, SLA and incentive structure management. This includes identifying operational / performance risks and mitigations, adjustments to agreements to meet ROI / delivery and performance objectives, in partnership with business leaders.Supervisory Responsibilities: No direct supervisory responsibilitiesQualifications: To perform this job successfully, an individual must be able to performeach essential duty 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.Competencies: To perform the job successfully, an individual should demonstrate thefollowing competencies:Leadership - Proven ability to lead, motivate and gain commitment form colleagues. Able to navigate organization, influence stakeholders and affect outcomes. Gain trust and influence with limited direct authority.Problem Solving ---Superior analytical, evaluative, and problem-solving. Identifies and resolve problems promptly; ability to exercise mature judgement.Interpersonal Skills ---Set and manage priorities judiciously; maintains confidentiality; keeps emotions under control; work well under pressure.Oral Communication - Ability to present ideas in business- friendly and user-friendly language. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; participates in meetings.Written Communication - Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively; able to read and interpret written information.Attendance/Punctuality ---Is consistently at work and on time, ensures work responsibilities are covered when absent.Dependability ---Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; complete tasks on time or notifies appropriate person with an alternate plan.Initiative ---Exceptionally self-motivated and directed. Volunteers readily; undertakes self-development activities; seeks increased responsibilities.Innovation - Displays original thinking and creativity; identify issues and work to resolve them in partnership with business leaders.Education & Experience:* 5 years of Mortgage Banking Operations ; or* 5 years of Business Process Outsourcing and/or Vendor Management experience or a combination of both.* Required level of expertise to act as subject matter expert for Outsourcing/OffshoringSkills:Language Skills: Ability to read and interpret documents and writes routine correspondence. Ability to speak effectively with customers/vendors or other employees.Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.Reasoning Ability:--Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situation.Computer Skills:--Working knowledge of computer operation and software systemsPhysical Demands: The physical demands described here are representative of those thatmust 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 regularly required to sit, use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to walk and stoop.Work Environment:--The work environment characteristics described here are representativeof those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.The noise level and temperature in the work environment is usually moderate. This job description does not promise or imply that the functions listed are the only duties to be performed or that the position may not change or be eliminated.Employees are always expected to follow their manager/supervisor's instructions and to perform the tasks requested by their manager/supervisor.

Keywords: American Pacific Mortgage, Rocklin , Director of Business Process Outsourcing and Services, Executive , Rocklin, California

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