Assistant Manager, Digital Communication

POSITION SUMMARY:

The Customer Solutions Desk is part of the Servicing Business Unit and is a customer-facing function responsible for resolving customer requests, complaints, servicing issues, and escalations. The Assistant Manager provides multi-team ownership across workstreams, balancing demand, capacity, skill coverage, and inventory while ensuring sustained delivery against customer, operational, quality, compliance, and control expectations. The role develops Team Leaders and Senior Specialists, drives cross-functional resolution and remediation, identifies root causes across people, process, system, training, and demand drivers, and builds a culture of accountability, learning, inclusion, and continuous improvement.

JOB FUNCTION AND RESPONSIBILITIES:

• Lead delivery across multiple Customer Solutions Desk teams or workstreams, balancing demand, capacity, skill coverage, inventory, service levels, and operational risk.

• Hold Team Leaders accountable for sustained performance and customer outcomes, follow through on agreed actions and due dates, and distinguish measurable progress from activity alone.

• Provide strong oversight of complaint and escalation management, operational risk, issue management, cross-functional resolution, and remediation.

• Put customer outcomes ahead of throughput by addressing the underlying drivers of complaints and escalations rather than resolving issues only case by case.

• Use root-cause analysis to separate individual, process, system, training, capacity, and demand drivers of performance, and implement targeted corrective and preventive actions.

• Make defensible, risk-based decisions within delegated authority and escalate transparently when matters exceed assigned scope or authority.

• Develop Team Leaders and Senior Specialists through skill matrices, structured coaching, succession planning, development pathways, and regular performance reviews.

• Build a culture of accountability, learning, inclusion, collaboration, and continuous improvement across teams, without relying on a limited group of strong performers.

• Apply Lean Six Sigma Black Belt methods to operational reviews, advanced root-cause analysis, improvement prioritization, solution design, benefit validation, and sustained control.

• Partner with Quality, Controls, Compliance, Legal, Technology, Training, and other business units to resolve systemic issues and improve customer and business outcomes.

• Monitor operational performance through meaningful metrics and analytics, identify emerging risks or capacity constraints, and take timely action.

• Ensure adherence to customer confidentiality, regulatory, compliance, documentation, quality, and control requirements across all assigned teams.

• Oversee cross-team improvement charters and digital-workflow changes, confirming sourced baselines, operational requirements, owners, risks, adoption measures, and post-launch controls.

• Review complaint and escalation themes across teams, assign systemic remediation owners, and verify that corrective actions address the underlying cause.

• Own a portfolio of Lean, digital, AI, Microsoft Copilot, automation, or analytics initiatives from design through implementation, with quantified and sustained benefits.

• Set the AI, Microsoft Copilot, and automation roadmap for the function, including governance, responsible-use controls, information-protection requirements, and adoption plans.

• Use data storytelling to influence senior stakeholders, secure investment, and build support for operational or transformation priorities.

• Support improvement initiatives with end-to-end ownership, remaining accountable until business results are demonstrated and sustained.

• Stay current on Lean, AI, digital, automation, and analytics practices and translate relevant developments into practical team capabilities.

• Create opportunities for teams to test approved new approaches, learn from results, and scale successful practices.

Education & Experience:

• Bachelor’s degree or equivalent graduate qualification.

• Minimum 10 years of experience in US mortgage servicing or comparable customer operations, including leadership across multiple teams or workstreams.

• Lean Six Sigma Black Belt training or certification, with demonstrated application of advanced problem-solving, process improvement, and control methods.

• Proven experience leading customer-facing, complaint, escalation, servicing, or case-management operations while balancing capacity, skill coverage, inventory, service levels, quality, compliance, and operational risk.

• Strong knowledge of complaint and escalation management, issue management, cross-functional resolution, remediation, and regulatory and control requirements.

• Demonstrated ability to lead root-cause analysis across people, process, system, training, capacity, and demand drivers and convert findings into corrective and preventive actions.

• Evidence of delivering cross-team Lean, digital, automation, analytics, or technology-enabled transformation from a validated baseline through adoption, measurable benefits, and sustained controls.

• Proven ability to develop Team Leaders and senior individual contributors through structured coaching, skill matrices, succession planning, performance management, and development pathways.

• Strong decision-making and stakeholder-management capability, including the ability to present evidence-based options, risk and control implications, and recommendations to senior leaders.

• Strong written, verbal, analytical, and data-storytelling skills, with the ability to influence stakeholders, secure support, and communicate complex operational insights clearly.

• Leadership-level proficiency in Microsoft Copilot, AI-enabled tools, automation, and analytics, including responsible-use governance, information protection, roadmap development, and adoption across teams.

• Proficiency in Microsoft Office applications, particularly Excel, Word, and PowerPoint.

WORK SCHEDULE OR TRAVEL REQUIREMENTS:

Hybrid working model (Mid Shift)