Altisource - Operations Manager

Business Summary

Altisource™ provides real estate and mortgage portfolio management, related technology products, asset recovery and customer relationship management services. Our competitive advantage is the ability to manage high value, knowledge-based job functions efficiently while reducing operating variability.

In general, we utilize integrated technology solutions that include predetermined call scripts for our customer service personnel based on psychological principles and decision models. We operate our technology platforms to manage large scale distributed networks of vendors. This allows our customers to improve their business processes while reducing costs.

Along with expanding our use of integrated technology solutions, a central tenet to our strategy is a focus on selling output or solutions, thereby enabling us to convert operational efficiency gains into higher margins and profitability per employee.

We conduct portions of our operations in all 50 states and in four additional countries through three reporting segments:

1. Mortgage Services.

2. Financial Services

3. Technology Products.

Mortgage Services business includes due diligence, valuation, real estate sales, default processing services, property inspection and preservation services, homeowner outreach, closing and title services and knowledge process outsourcing services. Mortgage Services supports mortgage originators and servicers, insurance companies, hedge funds and commercial banks.

Financial Services business provides asset recovery and customer relationship management services to the financial services, consumer products, and telecommunications and utilities industries. In June 2007, we acquired Nationwide Credit, Inc., referred to as “NCI,” leading accounts receivable and customer relationship Management Company. NCI is one of the ten largest receivables management companies in the United States as reported in independent third party industry polls conducted in 2007 and 2008.

Technology Products business consists of products and services utilized in the mortgage industry including our REAL suite of applications that provide technology products to serve the needs of servicing and origination businesses. Our offerings include commercial and residential loan servicing and loss mitigation software, vendor management and a patented voucherless payable system and information technology solutions to manage and oversee payments to large-scale vendor networks.

This position reports to Senior Manager - Property Inspection and Preservation and the responsibility would include

- Responsible for the ongoing process improvement to minimize variability and maximize profitability

- Identify and execute on plans to eliminate operational inefficiencies, develop business best practices and design optimal solutions

- Manage a team of 50+ members and ensure smooth functioning of day to day activities of PPI for REO and Pre foreclosure properties

- Demonstrate ownership on open deliverables and activities

- Conduct performance appraisals and manage the organizational development for the PPI department including identifying the training requirement for different staff, career patching for the team etc.

- Ensure that PPI delivers product within SLA as regards Turn around time, Accuracy and Compliance matters.

- Daily engagement with the vendor’s network of PPI across the United States on a day to day basis

- Transaction level review of work items outside SLA

- Meet Client expectations on SLA and Timelines

- Manage the accuracy and quality of work performed by the vendors.

- Interact effectively within Ocwen Senior Management and Provide management with timely reports documenting observations during process and/or vendor reviews that identify trends or opportunities for improvement with recommendations.

KRAs

- TAT to be maintained at 90% SLA adherence levels during the initial 3 months and 95% post 3 months.

- Accuracy to be at 98%+ during the initial 3 months and 99% post 3 months

- PPI compliance to be at 100% levels on an ongoing basis

- 100 % Transaction review of line items outside client SLA.

- Improve REO timelines and quality i.e. time taken by the asset through the asset disposition process

- Reduce average age and count of open inventory in SPND/C/X status codes (asset management inventory codes)

Qualification:

- Graduate (preferably MBA) with sound knowledge of operations. The position requires 7-9 years of experience in Operations in a BPO/ KPO / Financial services space. Ability to handle a team size between 50-100 members is a must. The candidate must be detailed and result oriented and an original thinker. The ideal candidate must have excellent communication skills and be willing to work in night shifts. Knowledge of Powerpoint and excel is must.