Strategy and Operations Manager
International Luxury Hotel Association
full-time
Posted on:
Location: Florida • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $105,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Support development and execution of business strategies to improve operational efficiency and customer experience within mortgage servicing
- Conduct ongoing analysis of delinquent loan performance trends and implement corrective actions
- Design and execute proactive outbound strategies for borrower engagement and payment recovery
- Collect, analyze, and interpret operational and customer data to identify trends and support decision-making
- Present data for client, end-user and management needs
- Assist in evaluating and documenting current business processes and identifying opportunities for improvement
- Support and maintain regular reports on new business processes and KPIs
- Work closely with operations and IT to support organizational change and data-driven solutions
- Maintain detailed documentation of business processes, requirements, and changes
- Support development and testing of customer contact strategies across phone, email, and SMS channels
- Help analyze customer feedback and sentiment data to identify service gaps and recommend improvements
- Coordinate and participate in regular planning/debriefing meetings with business teams
Requirements
- Bachelor's degree in Business Administration, Finance, Economics, or a related field preferred
- Minimum of 3years of experience as a Business Analyst, preferably in a mortgage or financial services contact center environment
- Strong analytical and problem-solving skills
- Proficiency in data analysis tools and software (e.g., Excel, SQL, PowerBI, Microstrategy)
- Excellent communication and interpersonal skills
- Ability to work independently and as part of a team
- Strong attention to detail and organizational skills
- Must pass the Company’s Background Screening process; may require client-specific or Federal/State licensing requirements