Director, Customer Resolutions

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    "ExternalDescriptionStr": "<p><span style=\"font-family: Arial, sans-serif;\">The Director of Customer Resolutions is a senior leadership responsible for balancing&nbsp;strategic thought leadership and operational excellence&nbsp;within Customer Contact Center Operations. Reporting to the Vice President, Customer Resolutions, this role leads service delivery across&nbsp;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.</span></p><p><span style=\"font-family: Arial, sans-serif;\">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.</span></p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Job Functions and Responsibilities:</strong></span></p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Strategic Leadership &amp; Transformation</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Partner with the Vice President to shape Customer Resolutions strategy, contributing regional insights, execution realities, and improvement opportunities.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Serve as a thought leader in applying data, AI, and automation to resolution workflows, agent effectiveness, and customer experience.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Identify&nbsp;emerging trends in delinquency behavior, customer interaction patterns, and operational performance to inform future-state design.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Champion a customer-centric, digitally enabled operating model that balances technology scale with human judgment.&nbsp;</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Global Delivery Leadership</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Lead Customer Resolutions service delivery across assigned geographies, portfolios, or functions aligned to US onshore, India, and Philippines delivery models.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Ensure effective operating rhythms across distributed teams, including follow-the-sun support, standardized handoffs, and cross-location alignment.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Enable regional customization where&nbsp;appropriate while&nbsp;maintaining&nbsp;global consistency in policy, controls, and customer treatment.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Balance cost efficiency, service quality, and customer outcomes across onshore and offshore delivery models.&nbsp;</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Technology &amp; Innovation</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Help operationalize AI- and analytics-driven resolution strategies, including prioritization models, agent-assist tools, and digital resolution pathways.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Partner with Technology and Data Science teams to refine models, workflows, and decisioning logic using operational feedback and outcomes.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Drive adoption, governance, and effective use of CRM, dialers, digital self-service, analytics dashboards, and AI-enabled tools across regions.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Translate complex model outputs and analytics into actionable guidance for regional leaders and frontline teams</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Stakeholder &amp; Vendor Management</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Partner with internal and external delivery teams and vendors to meet SLA, quality, and cost&nbsp;objectives.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Collaborate cross-functionally to improve handoffs,&nbsp;eliminate&nbsp;friction, and deliver a seamless end-to-end borrower experience.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Contribute to vendor governance, performance reviews, and innovation discussions.&nbsp;</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>People Leadership &amp; Talent Development</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Lead, coach, and develop managers and frontline leaders across US, India, and Philippines delivery teams.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Build strategic, analytical, and digital capability within leadership teams—not just operational execution skills.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Drive engagement, culture, and leadership readiness within diverse and geographically distributed teams.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Develop future leaders capable of operating in a data-driven, AI-enabled servicing environment.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Build AI and data literacy across Resolutions leadership, enabling managers to interpret model outputs, challenge recommendations, and lead data‑driven Lean improvements.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Qualifications</strong></span></p><p><span style=\"font-family: Arial, sans-serif;\">To perform this job successfully, an individual must have the following education and/or experience:&nbsp;</span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Bachelor’s degree&nbsp;required; advanced degree preferred.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">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.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Experience leading multi-site and/or global contact center operations, including offshore delivery models.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Demonstrated ability to combine operational leadership with strategic thinking and continuous improvement.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Strong understanding and management of of collections and cure economics, operational KPIs, and cost drivers.&nbsp;</span></li><li><p><span style=\"font-family: Arial, sans-serif;\">Lean Six Sigma certification or equivalent experience, with demonstrated success in value‑stream mapping, waste elimination, and cycle‑time reduction is preferred</span></p></li><li><span style=\"font-family: Arial, sans-serif;\">Experience leading analytics-, AI-, or technology-enabled transformation initiatives.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Working knowledge of US consumer servicing regulatory and compliance requirements.&nbsp;</span></li><li><span style=\"font-family: Arial, sans-serif;\">Culturally adept leader with&nbsp;strong communication, analytical, and change leadership capabilities.&nbsp;</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Training / Licensing Requirements:&nbsp;</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">Must pass the Company’s Background Screening process prior to beginning employment.<span>&nbsp; </span>Additionally, as a condition of employment, you may be required to pass client-specific background check requirements or Federal/State licensing requirements, if applicable.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\"><strong>Location:</strong></span></p><ul style=\"list-style-type: disc;\"><li><span style=\"font-family: Arial, sans-serif;\">US– full-time, telecommuting is supported.</span></li><li><span style=\"font-family: Arial, sans-serif;\">Travel expectations up to 25%.</span></li><li><span style=\"font-family: Arial, sans-serif;\">Onity’s largest US locations are in West Palm Beach, FL (corporate headquarters), Mount Laurel, NJ and Houston, TX.</span></li><li><span style=\"font-family: Arial, sans-serif;\">Onity’s international locations are in Bangalore, IN, Mumbai, IN, Pune, IN and Manila, PH.</span></li></ul><p>&nbsp;</p><p><span style=\"font-family: Arial, sans-serif;\">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.</span></p>",
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    "CorporateDescriptionStr": "<p>Onity Group Inc. is a leading non-bank financial services company providing mortgage servicing and originations solutions through its subsidiary, Onity Mortgage, formerly known as PHH Mortgage. Onity Mortgage is one of the largest servicers in the country, focused on delivering a variety of servicing and lending programs to customers, clients and investors.</p>\n<p><br></p>\n<p>At Onity, we strive to earn our customers’ loyalty every day. We do this by consistently delivering exceptional service and building trust through reliability, integrity, and following through on our commitments. We operate through the lens of the customer, understand the importance of homeownership, and take pride in helping homeowners. Collectively this fosters long-term relationships, ensuring our customers feel valued and supported. We expect all employees to interact with and engage our colleagues and our customers with respect, courtesy and professionalism, and to achieve results consistent with our service delivery standards.</p>\n<p><br></p>\n<p>Onity is intensely focused on hiring, developing and retaining the best talent in the industry! Our commitment to inclusion and equal opportunity 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.</p>\n<p><br></p>\n<p>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.</p>\n<p><br></p>",
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