Senior Business Program Lead- Residential Lending Customer Experience

Lead and support strategic initiatives in growth and operational excellence.,Manage program development, defining success criteria and considering business process/organizational change impacts.,Ensure stakeholder alignment to business decisions.,Champion programs across the organization.,Deliver data-driven insights for program direction and prioritization.,Establish program governance structures.,Support change management, training, and communications.,Develop plans for program operational success.,Partner with delivery teams on execution decisions and aligning technology/business objectives.,Ensure effective quality assurance and program integrity.,Manage program budget.,Adhere to enterprise frameworks and methodologies.,Ensure programs/policies/practices are well managed and compliant.,Exercise discretion with confidential information.,Ensure business operations comply with internal and external requirements.,Participate in cross-functional initiatives as a subject matter expert.,Conduct research projects and support presentations.,Monitor service, productivity, and implement improvements.,Lead/facilitate remediation plans for performance/risk/governance issues.,Manage relationships within business lines and control functions.,Keep abreast of emerging trends and regulatory requirements.,Maintain a culture of risk management and control.,Participate as a team member, support positive work environment, and ensure timely communication.,Provide thought leadership and industry knowledge.,Stay current on trends and grow business knowledge.,Participate in personal performance management and development.,Keep others informed on project status.,Contribute to team development through mentorship and knowledge sharing.,Lead, motivate, and develop relationships with partners/stakeholders.,Contribute to a fair, positive, and equitable environment.,Act as a brand ambassador.

Undergraduate degree and/or 10+ years relevant experience.,Strong organizational skills.,Ability to work in a fast-paced environment and manage multiple deadlines.,Highly developed critical thinking, analytical, and problem-solving skills.,Excellent communication skills (written and verbal).,Self-motivated team player with high energy and ability to work independently.,Preferred: Experience providing monthly oversight of Voice-of-the-Customer (VOC) metrics and driving root cause analysis.,Preferred: Experience developing action plans for improvements.,Preferred: Experience driving customer-impacting initiatives using analytics.,Preferred: Residential Lending/Mortgage experience.,Preferred: Project Management and Change Management execution experience.

Undergraduate degree

Must be willing to travel (Occasional domestic travel).