The Director, Operations Analytics provides detailed and summary reporting to assist with the monitoring and compliance of key operational processes. The Director works with a cross-functional team to design, develop, and implement reporting and data visualization to identify and measure performance improvements with the mortgage default departments. This position collaborates with various business units across the company, including leadership, to translate data into strategies and plans with focused execution. Responsibilities Analyzes default servicing metrics to assess operational effectiveness and identify trends, risks, and opportunities for improvement. Collaborates with cross-functional teams to gather data, develop reports, and present findings related to servicing metrics. Utilizes analytical tools and methodologies to interpret data and recommends actionable solutions to improve processes and performance outcomes. Monitors and tracks key performance indicators (KPIs) to provide regular updates and insights to leadership. Supports strategic initiatives by providing data-driven recommendations and assisting in the execution of process improvement projects. Stays updated on GSE scorecards, industry trends, and best practices to ensure ongoing data insights and performance optimization. Develops, runs, and quality controls ad-hoc reports as requested, addressing current reporting challenges and improving the quality and sufficiency of reports produced Builds and maintains relationships with key individuals within the organization business teams and use these relationships to align needs within the department and initiate process changes Proposes recommendations to business units to drive solutions for process gaps and coaching opportunities Works directly with staff on implementation of projects; facilitate and initiate staff ideas Develops and provides management with monthly performance outcomes Works with Servicing Reporting for ongoing reporting and Database needs requiring advanced automation or ongoing Client/Business delivery Build SQL Stored Procedures, Views, and Functions to facilitate effective and optimized reporting output. Develop and maintain data models to ensure efficient report performance and data accuracy. Connect, integrate, and transform data from multiple systems and sources to create cohesive datasets. Works with managers to develop and monitor individual and departmental goals and provides effective feedback and guidance on a regular basis; Holds managers accountable for meeting these goals Leads effective performance management and professional talent development across all respective departments Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar’s reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Ensure all activities are in accordance with Cenlar’s approved risk appetite statement and applicable compliance and regulatory requirements. Requirements Bachelor’s Degree in Computer Science, Accounting, Finance, Economics or a related field or equivalent experience 10+ years mortgage servicing experience Advanced technical skills specifically in Excel, Access, SQL, and Power BI. Technical skills with SharePoint a plus Project management/leadership and/or business analyst experience Leadership skills with proven track record of collaboration and influencing others Experience working with Black Knight Financial systems (Process Management, MSP, etc. and/or familiar with other mortgage servicing systems) Excellent critical thinking and logical reasoning abilities Strong desire to learn and understand processes with ability to translate learnings into actionable tasks Organizational and prioritization skills Self-motivated Excellent verbal and written communication skills Ability to multi-task and work with ambiguity Ability to work with all levels of individuals as a team player or as a leader Excellent presentation and communication skills; both creation and execution Passionate about customer service, client relationships and success Ability to identify and prevent escalations; to problem solve and achieve win-win outcomes; a passion for uncovering then addressing customer satisfaction challenges Detail-oriented with the ability to accurately gather and analyze data. Proven history of solving problems and improving processes, increasing efficiency, and thinking creatively.

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