Director of Business Process Outsourcing and Services
Company: American Pacific Mortgage
Location: Rocklin
Posted on: February 17, 2021
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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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