Manager, Issues Management

Start something good. Empower your career. Become an employee owner at Cenlar.

Employee owners have made Cenlar the nation's leading mortgage loan subservicer. Our unique culture is defined by our core values of respect, trust, integrity and care. Company ownership, a promote-from-within philosophy, and opportunities for continuous professional growth make Cenlar a great place to launch or boost your career. Consider this opportunity to join our team as Manager, Issues Management.

The Manager, Issues Management equips the business with the risk expertise and resource capability to meet Cenlar's goal of managing risks, complying with regulatory requirements, and meeting contractual obligations. The Manager continuously assesses and improves the Issues Management environment to ensure timely identification and remediation of underlying causes of issues and deficiencies. In coordination with Business Function leaders, the Manager is responsible and accountable for managing remediation of issues and mitigating risk within the business functions' overall control environment. The Manager may lead a team of Issues Management Analysts.

Responsibilities:

• May lead a team of Issues Management Analysts or serve as a process owner
• Drives continuous improvement of Issues Management performance through effectively challenging the business
• Ensures controls are put in place to effectively and timely limit any potential impact to clients and their borrowers
• Conduct intake of new issues and assess accuracy of the issue and its relevant descriptions
• Ensures proactive identification of materialized issues
• Creates Effective Management Action Plans (MAPs) to remediate issues
• Researches and prepares root cause analysis of new issues with business
• Continuously monitors MAPs and triages any potential blockers to achieve timely remediation
• Works with Business Controls team to link new issues to controls to determine impact to residual risk
• Understands the business impacts of new issues to effectively rate their severity
• Evaluates new issues to determine business response based on business risk appetite and Cenlar Issue Management guidelines
• Evaluates low severity issues to determine appropriateness of Fast Track eligibility; Leads the preparation and processing of Fast Tracking requests
• Leads the creation of remediation MAPs and MAP activities to address root cause of open issues or linkage to pre-existing MAPs when appropriate
• Develops operating metrics to evaluate effectiveness of applicable IM staff to ensure high level of performance is maintained
• Prepares and processes Risk Acceptance requests
• Drives Issue Management through successful completion within Issues Management program KRI SLAs
• Performs on-going monitoring of MAP progress towards remediation target date and MAP activity milestones. Provides progress updates to business management and status updates to Issues Management using ProcessUnity
• Proactively identifies potential barriers to meeting target dates
• Prepares and submits MAP extension requests, when appropriate
• Ensures closed issues successfully passing AVT Validations and Sustainability
• Demonstrates improved controls as a result of closed issues
• Updates Cenlar's risk system of record (ProcessUnity)
• Identifies and escalates emerging risks
• Responds to Client requests (Client Audit Support/Client Management) in a timely manner
• Actively engages with internal/external risk stakeholders (Audit, Compliance, Regulatory Change Management, Enterprise Change Management, Issues Management, Oversight & Control, QA/QC, P&P, AVT)
• Liaises with Cenlar's Policies and Procedures (P&P) team to ensure risks and controls are appropriately reflected within department procedures, Business Function Procedures (BFPs)
• Liaises with Internal Audit and Exam Management to satisfy any requests for risk and control information during audits and examinations; Coordinates management responses into MAPs for submission to auditors and examiners
• Liaises with testing partners (QA, QC, Compliance) to analyze root cause of testing results and suggest remediation activity
• Liaises with Audit validation team to satisfy evidence requests for validating remediated issues. Coordinates business walkthroughs and any subsequent updates in Process Unity, as appropriate
• 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

Qualifications:

• Bachelor's degree or equivalent experience
• 7 to 10 years of relevant experience and knowledge of sound risk management practices for mortgage servicing functions
• Minimum of 5 years managerial / supervisory experience
• A demonstrated understanding of risk management and internal control principles, including what constitutes effective control design
• The ability to analyze and provide a credible assessment of the effectiveness of risk management and internal controls within his or her assigned area
• Effective communication skills, both oral and written, and the ability to communicate at all levels of the organization

Total Rewards:

As an employee-owner at Cenlar, you'll receive an outstanding benefits package that includes paid medical, dental, and life insurance, 401(k), and tuition assistance as well as opportunities for training and professional advancement.

Cenlar is a drug-free workplace and an equal employment opportunity/affirmative action employer M/F/D/V/SO.