The Director of Customer Resolutions is a senior leadership responsible for balancing strategic thought leadership and operational excellence within Customer Contact Center Operations. Reporting to the Vice President, Customer Resolutions, this role leads service delivery across the United States, India, and the Philippines, while also shaping how data, AI, and technology are applied to continuously improve customer outcomes, compliance, and portfolio performance.
The incumbent will advance technology enabled transformation by operationalizing analytics, AI, and automation across resolution workflows. This role will partner with Technology and Data teams to deploy, govern, and scale digital tools that improve agent effectiveness, customer experience, and operational performance.
Job Functions and Responsibilities:
Strategic Leadership & Transformation
- Partner with the Vice President to shape Customer Resolutions strategy, contributing regional insights, execution realities, and improvement opportunities.
- Serve as a thought leader in applying data, AI, and automation to resolution workflows, agent effectiveness, and customer experience.
- Identify emerging trends in delinquency behavior, customer interaction patterns, and operational performance to inform future-state design.
- Champion a customer-centric, digitally enabled operating model that balances technology scale with human judgment.
Global Delivery Leadership
- Lead Customer Resolutions service delivery across assigned geographies, portfolios, or functions aligned to US onshore, India, and Philippines delivery models.
- Ensure effective operating rhythms across distributed teams, including follow-the-sun support, standardized handoffs, and cross-location alignment.
- Enable regional customization where appropriate while maintaining global consistency in policy, controls, and customer treatment.
- Balance cost efficiency, service quality, and customer outcomes across onshore and offshore delivery models.
Technology & Innovation
- Help operationalize AI- and analytics-driven resolution strategies, including prioritization models, agent-assist tools, and digital resolution pathways.
- Partner with Technology and Data Science teams to refine models, workflows, and decisioning logic using operational feedback and outcomes.
- Drive adoption, governance, and effective use of CRM, dialers, digital self-service, analytics dashboards, and AI-enabled tools across regions.
- Translate complex model outputs and analytics into actionable guidance for regional leaders and frontline teams
Stakeholder & Vendor Management
- Partner with internal and external delivery teams and vendors to meet SLA, quality, and cost objectives.
- Collaborate cross-functionally to improve handoffs, eliminate friction, and deliver a seamless end-to-end borrower experience.
- Contribute to vendor governance, performance reviews, and innovation discussions.
People Leadership & Talent Development
- Lead, coach, and develop managers and frontline leaders across US, India, and Philippines delivery teams.
- Build strategic, analytical, and digital capability within leadership teams—not just operational execution skills.
- Drive engagement, culture, and leadership readiness within diverse and geographically distributed teams.
- Develop future leaders capable of operating in a data-driven, AI-enabled servicing environment.
- Build AI and data literacy across Resolutions leadership, enabling managers to interpret model outputs, challenge recommendations, and lead data‑driven Lean improvements.
Qualifications
To perform this job successfully, an individual must have the following education and/or experience:
- Bachelor’s degree required; advanced degree preferred.
- 8–10 years of experience in the mortgage industry, specifically in call center environments related to collections, recovery, loss mitigation, or customer resolutions, with 3–5 years in leadership roles with increasing levels of responsibility.
- Experience leading multi-site and/or global contact center operations, including offshore delivery models.
- Demonstrated ability to combine operational leadership with strategic thinking and continuous improvement.
- Strong understanding and management of of collections and cure economics, operational KPIs, and cost drivers.
Lean Six Sigma certification or equivalent experience, with demonstrated success in value‑stream mapping, waste elimination, and cycle‑time reduction is preferred
- Experience leading analytics-, AI-, or technology-enabled transformation initiatives.
- Working knowledge of US consumer servicing regulatory and compliance requirements.
- Culturally adept leader with strong communication, analytical, and change leadership capabilities.
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.
Location:
- US– full-time, telecommuting is supported.
- Travel expectations up to 25%.
- Onity’s largest US locations are in West Palm Beach, FL (corporate headquarters), Mount Laurel, NJ and Houston, TX.
- Onity’s international locations are in Bangalore, IN, Mumbai, IN, Pune, IN and Manila, PH.
The salary range for this position is expected to be $140,000 – $160,000 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.
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