Ocwen Financial
Director, Commercial Servicing Operations
Ocwen Financial, West Palm Beach, Florida, United States, 33412
Job Description
The Director, Commercial Servicing Operations leads the Company's Primary Servicing and APAC Commercial Operations teams. Reporting directly to the Vice President, Commercial Servicing, this position will oversee a team of 20+ employees. Focus will be on creating and executing strategic initiatives for borrower 0-60 DPD loan collections, driving down delinquency rates and streamlining operations through AI and transformative technology. The Director will manage senior-level relationships, provide direction on operational objectives and innovative transformations, ensure regulatory compliance, and deliver Service Excellence to borrowers and clients of performing commercial real estate loans. The Director will also be accountable for risk mitigation, performance optimization, and the development of scalable servicing solutions aligned with corporate initiatives.
Job Functions and Responsibilities:
Strategic Leadership & Transformation Execute of long-term strategic initiatives of the division to enhance operational efficiency, client satisfaction, and profitability. Serve as a key advisor to the Vice President on business planning, risk management, and market positioning. Champion the integration of new servicing products and technologies, ensuring seamless adoption across operations and systems. Operational Oversight & Innovation
Oversight of day-to-day operations, ensuring adherence to service level agreements, investor requirements, and regulatory standards. Focus on 0-60 DPD collections, creating strategic borrower campaigns for self-serve and data capture and loan covenant monitoring and execution. Lead the design and implementation of scalable operational frameworks - to include P&Ps, User Reference Materials, Scripting, staffing models and staff training, including automation, AI-driven solutions, and process reengineering. Oversee the development and refinement of KPI dashboards, quality assurance programs, and internal controls to ensure operational excellence. Manage interactions with Shared Services and third-party vendor relationships to optimize service delivery and cost efficiency. Collaborate with Legal, Compliance, IT, and Finance to align servicing strategies with corporate goals. Governance, Risk & Compliance
Ensure full compliance with all applicable laws, regulations, and investor guidelines through proactive monitoring and internal and external audits. Lead risk assessment initiatives and implement mitigation strategies to safeguard the organization's servicing/subservicing portfolio. Represent the department in regulatory reviews, investor audits, and rating agency engagements. People Leadership & Development
Lead, mentor, and develop a high-performing global team of 20+ employees from associates to senior managers located in the US and APAC Foster a culture of accountability, innovation, and continuous improvement. Oversee workforce planning, succession management, and leadership development initiatives. Client & Stakeholder Engagement
Serve as a senior point of contact for key clients, investors, and internal stakeholders, ensuring transparency and responsiveness for their span of responsibility. Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. Oversee the preparation and delivery of executive-level reporting (monthly business review meetings) and risk assessments. Qualifications:
Bachelor's or Master's degree in Business, Finance, Real Estate, or related field 10+ years of progressive experience in commercial mortgage servicing/servicing operations, with at least 5 years in a leadership/supervisory role. Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. Proven track record of leading large-scale operational teams and lead divisional SME in technology initiatives. Deep understanding of commercial loan servicing agreements, investor requirements, and regulatory frameworks. Exceptional leadership, presentation, communication, and stakeholder management skills.
Training / Licensing Requirements:
Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.
The salary range for this position is expected to be $145,000 to $165,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company's applicable plans.
#PHH
About Us
Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.
PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle, including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. We are one of the largest subservicers of residential mortgages in the United States and one of only two servicers in reverse mortgage lending.
At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting service standards we call CARE, which stands for Caring, Accurate, Responsive and Empowered. We expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our CARE standards.
Onity Group Inc. is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity, Equity & Inclusion ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.
The Director, Commercial Servicing Operations leads the Company's Primary Servicing and APAC Commercial Operations teams. Reporting directly to the Vice President, Commercial Servicing, this position will oversee a team of 20+ employees. Focus will be on creating and executing strategic initiatives for borrower 0-60 DPD loan collections, driving down delinquency rates and streamlining operations through AI and transformative technology. The Director will manage senior-level relationships, provide direction on operational objectives and innovative transformations, ensure regulatory compliance, and deliver Service Excellence to borrowers and clients of performing commercial real estate loans. The Director will also be accountable for risk mitigation, performance optimization, and the development of scalable servicing solutions aligned with corporate initiatives.
Job Functions and Responsibilities:
Strategic Leadership & Transformation Execute of long-term strategic initiatives of the division to enhance operational efficiency, client satisfaction, and profitability. Serve as a key advisor to the Vice President on business planning, risk management, and market positioning. Champion the integration of new servicing products and technologies, ensuring seamless adoption across operations and systems. Operational Oversight & Innovation
Oversight of day-to-day operations, ensuring adherence to service level agreements, investor requirements, and regulatory standards. Focus on 0-60 DPD collections, creating strategic borrower campaigns for self-serve and data capture and loan covenant monitoring and execution. Lead the design and implementation of scalable operational frameworks - to include P&Ps, User Reference Materials, Scripting, staffing models and staff training, including automation, AI-driven solutions, and process reengineering. Oversee the development and refinement of KPI dashboards, quality assurance programs, and internal controls to ensure operational excellence. Manage interactions with Shared Services and third-party vendor relationships to optimize service delivery and cost efficiency. Collaborate with Legal, Compliance, IT, and Finance to align servicing strategies with corporate goals. Governance, Risk & Compliance
Ensure full compliance with all applicable laws, regulations, and investor guidelines through proactive monitoring and internal and external audits. Lead risk assessment initiatives and implement mitigation strategies to safeguard the organization's servicing/subservicing portfolio. Represent the department in regulatory reviews, investor audits, and rating agency engagements. People Leadership & Development
Lead, mentor, and develop a high-performing global team of 20+ employees from associates to senior managers located in the US and APAC Foster a culture of accountability, innovation, and continuous improvement. Oversee workforce planning, succession management, and leadership development initiatives. Client & Stakeholder Engagement
Serve as a senior point of contact for key clients, investors, and internal stakeholders, ensuring transparency and responsiveness for their span of responsibility. Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. Oversee the preparation and delivery of executive-level reporting (monthly business review meetings) and risk assessments. Qualifications:
Bachelor's or Master's degree in Business, Finance, Real Estate, or related field 10+ years of progressive experience in commercial mortgage servicing/servicing operations, with at least 5 years in a leadership/supervisory role. Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. Proven track record of leading large-scale operational teams and lead divisional SME in technology initiatives. Deep understanding of commercial loan servicing agreements, investor requirements, and regulatory frameworks. Exceptional leadership, presentation, communication, and stakeholder management skills.
Training / Licensing Requirements:
Must pass the Company's Background Screening process prior to beginning employment. Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.
The salary range for this position is expected to be $145,000 to $165,000 per year, depending on geographic location, experience, and other qualifications of the successful candidate. This position is also eligible for annual bonus based on performance and subject to the terms of the Company's applicable plans.
#PHH
About Us
Onity Group Inc. is a leading non-bank mortgage servicer and originator providing solutions through its primary brands, PHH Mortgage and Liberty Reverse Mortgage.
PHH Mortgage, a subsidiary of Onity Group Inc., has been providing mortgage lending and servicing solutions since 1984 and is dedicated to maintaining responsible and ethical practices while delivering an exceptional customer experience. PHH offers industry-leading mortgage solutions for the entire mortgage lifecycle, including correspondent lending, MSR/Co-Issue, subservicing, commercial servicing, reverse mortgages and portfolio retention. We are one of the largest subservicers of residential mortgages in the United States and one of only two servicers in reverse mortgage lending.
At Onity Group Inc., we consistently deliver on our commitments to customers, clients, investors and colleagues through caring service, integrity and creative solutions. This Service Excellence philosophy is embraced by meeting service standards we call CARE, which stands for Caring, Accurate, Responsive and Empowered. We expect all employees to interact and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our CARE standards.
Onity Group Inc. is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to Diversity, Equity & Inclusion ensures that we sustain our reputation as an outstanding place to work, a great business partner and a valued community member. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you have a disability or special need that requires accommodation, please let us know.
Onity Group Inc. offers a comprehensive benefits package including medical, dental and vision; up to 3% match on 401(k) contributions; generous paid time off; company-paid life, accident and disability coverage; programs for mental, physical and financial wellness; and more. Visit jobs.onitygroup.com for details.