דרושים Manager Mortgage Data Operations ב-Intercontinental Exchange - Ice ב-India, Pune

Job Purpose

ICE is the leading cloud-based platform provider for the mortgage finance industry. ICE solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency.

A background in financial services (specifically mortgages and lending) is required along with operational experience.

Responsibilities

• Hire, train, and manage a team providing technology-enabled services to US based mortgage companies.
• Oversee the activities of the team and optimize their performance daily.
• Act as escalation point for the Team Leader/Asst. Manager to overcome any obstacles to service delivery.
• Ensure that Data Security is maintained.
• Document standard operating procedures (SOPs) for the team and hold employees accountable for following SOPs.
• Track and document each employee’s time spent on each mortgage folder.
• Work closely with the ICE Data Services team to identify and correct Learnset anomalies.
• Prepare operational status reports and dashboards for ICE upper management in the US.
• Demonstrate strong follow-through and consistently keep commitments to customers and employee.
• Oversees large team or area of the business; manage client communication; performs complex work and develops business plans, processes and policies.
• Focus is on client delivery, process management, business planning.
• Manage one or more business planning areas, such as capacity planning, client onboarding, cost estimating and responding to new demands.
• Manage one or more core functional areas such as quality, productivity and utilization management.
• Co-ordinate and or manage inter department projects.
• Manage social and communication related initiatives.
• Participate in managing client delivery.

Knowledge and Experience

• Bachelor’s degree or academic equivalent
• 6+ or more years of experience in the mortgage lending or financial services market
• 2+ years of experience managing a small- or mid-sized BPO/kpo team.
• Strong written and verbal communication skills
• Strong problem solving and decision-making skills.
• Excellent time management and organizational skills
• Ability to work efficiently and independently.
• Ability to work under pressure and time constraints, handling multiple tasks simultaneously.
• Initiative and strong sense of ownership
• Proven ability to create and maintain strong customer relationships.
• Must be comfortable communicating with both technical and non-technical audiences.

Preferred

• Broad understanding of cloud technologies
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows
• Ability to document standard procedures and effectively train and motivate employees.
• Expert level knowledge.

Core Duties – IS AppSec (Application Security)

• Application Identification and Review - Operates the Application Development Security Lifecycle from design review through automated and hands-on testing.
• Standards and Policies - Maintains and contributes to Application Development Security Policies and standards by keeping up with industry trends and publications from organizations such as NIST, OWASP, and SANS.
• Secure Design – Works with development teams to establish security requirements early in the SDLC and contributes security subject matter expertise during the development of new projects and releases.
• Tool Management – Focuses on automation while implementing, maintaining and integrating cutting-edge technologies to assess an application’s security with static code analyzers (SAST), dynamic testing (DAST) tools, software composition scanners, Web Application Firewall (WAF) and bug bounty programs.
• Developer Education – Keeps software engineers apprised of secure coding practices and builds strong rapport and respect with the ICE application development community via training sessions, one-on-one education, Intranet blogs and other opportunities.

Desirable Knowledge and Experience

• Software engineering experience in Java, C++, .NET and/or related languages
• Expert at deploying, configuring, and using SAST, DAST, and Software Composition in large environments
• Experience designing solutions to integrate transparently with the CI/CD pipeline
• Familiar with application development in large cloud environments
• University degree in Computer Science, Engineering, MIS, CIS, or related discipline

Analyst, Engineer, and Sr. Engineer Distinction
Seniority is determined by experience and demonstration of exceptional competencies including:

• Documenting and effectively publishing technology guidance and repeatable processes
• Mentoring peers in groups and individually
• Improving processes and introducing superior technology
• Taking initiative to learn business goals, liaise with other departments, and identify ways to increase productivity in other ICE groups and offices

Responsibilities

• Provide leadership to the team daily through various processes, fostering cross teams and internal collaboration.

• Provide the technical guidance to the team to build scalable services and applications optimized for the best customer experience, with scale, performance, security, and availability considerations.

• Lead effort to requirement, design, architect and write software components.

• Able to report the status and quality of team deliverables.

• Identify opportunities to improve and optimize applications and processes.

• Support diagnosis of complex developmental & operational problems and improvements.

• Support the team members engagement and career development.

• Collaborate with global stakeholders and business partners for product delivery and its improvements.

• Follow company software development processes and standards.

• Unblock the team members from technical and solutioning perspective.

• Provide required support and assistance for production outage.

• Support the hiring needs for the team.

Knowledge and Experience

• Bachelor’s or master’s degree in computer science, Engineering, or a related field

• 14+ years of software product development experience.

• Experience in building and managing development teams with multiple technologies.

• Experience in design and development with Java or .Net(C#) is must.

• Has experience of least one more other language like NodeJS or Python

• Experience in enterprise web-based application technologies and corresponding protocols.

• Different Application framework experience.

• Experience with at least one public cloud AWS, GCP, Azure (AWS preferred) and Exposure to serverless.

• Solid understanding of security concerns for web-based applications

• Good understanding of REST architectural style, Microservices concepts and technologies.

• Proficiency in the different development, integration and QA tools.

• Strong experience with database concepts (Relational and non-relational)

• Good to have exposure other tools and technologies: Docker, Pipeline, Terraform, Queuing, Caching

• Able to contribute on above mentioned technologies when needed.

Job Purpose

ICE is the leading cloud-based platform provider for the mortgage finance industry. ICE solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality, and efficiency.

Responsibilities

• Validation of Document Recognition and Data Extraction.
• Perform Data Integrity check on extracted data.
• Follow the Standard Operating Procedures.
• Engage with management to overcome any obstacles to service delivery.
• Ensure that data security is maintained.
• Ensure & meet the defined SLAs as per the requirement.
• Create Bounding Boxes around Data and label the Documents.
• Provide labelled dataset for training the model.
• Identify and raise the anomalies in the Software Application.
• Focus is on production administration, process improvement and continuing to deliver on mass production tasks based on existing procedures.
• Perform testing on product improvements, expansions, and fixes, including accuracy-related functional testing and pre-production testing for client onboarding and production rollout.
• Performs complex tasks for multiple delivery tracks simultaneously and Quality Audits.
• Meet the Quality and Productivity target on a daily basis.
• Subject Matter Expert for the process.
• Perform regular analysis and take performance improvement initiatives, independently.
• Management and Tracking of Workflow Queue
• Prepare and Conduct Training
• Maintain Job aid and SOP.
• Conduct complex analysis: Time and Motion, Field level, page level, Accuracy, High Confident Skip, Redundant field etc.
• Perform POC related analysis and validation tasks.
• Respond to associate’s escalations.
• Troubleshoot issues reported by team members.
• Ability to work in 24 / 7 shifts.

Knowledge and Experience

• Bachelor’s degree or academic equivalent.
• 3+ years of mortgage lending experience, or a combination of education and experience to include processing, underwriting, closing, quality control and/or compliance review.
• Proficiency in mortgage document terminology.
• Proficiency with Microsoft Office (Excel and Word) and Microsoft Windows.
• Proficiency in using keyboard shortcuts.
• Strong attention to detail.
• Excellent time management and organizational skills.
• Ability to work efficiently.
• Ability to work under pressure and time constraints.
• Effective and clear communication in English, both spoken and written.

Responsibilities

• Manage to business processes, which, when implemented, will lead to exceptional performance.
• Manage to a set consistent service delivery key performance indicators as required by functional role.
• Create a cooperative environment where full understanding of the performance and enablers of "best in class" Technical Support team are fully understood across all team members.
• Select and recruit team members with high potential in service delivery.
• Manage timely departmental workflow and productivity, as well as enhance agent experience and knowledge.
• Develop tactical proposals for the department to support company initiatives.
• Identify and implement procedures and training tools for the agents on troubleshooting, customer service skills and handling severity issues.
• Develop Technical Support staff through effective hiring, coaching, evaluative performance feedback and guidance.
• Provide leadership and training for all associates in a professional and positive manner to promote corporate goals and achieve department objectives.
• Administer staff effectively to balance individual, team, departmental, and organizational goals and obligations.

Knowledge and Experience

• 5+ years minimum experience in a customer-facing technical support, or equivalent roles.
• Technical Savvy: Exhibits a willingness and desire to learn diverse, job-appropriate technologies and technical skills. Capacity to understand technical concepts, processes, procedures, and tools. Strong working knowledge of operational best-practices which govern delivery of technical support.
• Decision Quality: Makes sound, timely decisions toward agreed upon personal, company, and departmental/team objectives and goals. Consistently demonstrates good judgement; Considers relevant factors; Applies good practices and methodology to decision making. Possesses and understanding of, or can demonstrate the capacity for functional understanding of the concepts of case and problem management.
• Drives Results: Is able to consistently demonstrate achievement of results toward goals and objectives. Persistent; Empowered; Promotes and appropriately encourages others to meet/exceed goals. Capable of managing and driving teams cross-functionally toward tactical goals, including the engagement in, and leadership toward Major Incident Management.
• Manages Complexity: Possesses the capability, capacity, and patience to collect and consider complex, large quantities, and/or potentially contradictory information in the process of triage, problem analysis, and resolution. Critical thinking; Problem solving. Excellent analytical and problem resolution skills.
• Communicates Effectively: Develops and delivers, by written and oral communications, information which is clear, salient, and audience-appropriate. Listens attentively; Adapts communication style to the audience and setting; Communicates effectively in large and small groups, and one-to-one. Excellent written and verbal communication
• Plans and Aligns: Successfully applies effort toward the planning and prioritization of work efforts necessary to support and satisfy commitments aligned with organizational goals. Objective oriented; Develops initiatives and actions to support objectives; Anticipates and adjusts; Plans for contingencies. Excellent organizational and time management skills.
• Drives Engagement: Actively works to motivate and create a climate of high-engagement and orientation toward achievement of objectives and goals. Empowers; Invites input; Fosters visibility and ownership. Ability to lead, train and motivate staff at all levels and cross-functionally.
• Action Oriented: Seeks new opportunities and challenges with urgency, energy, and enthusiasm. Can-do attitude; Steps-up to challenges; Bias for action. Ability to set goals and meet deadlines at the initiative, project and task level. Ability to delegate appropriately and monitor/measure effectiveness.
• Customer Focus: Exhibits a sense of dedication to meeting the expectations and requirements of the customer. Actions are considerate of customer need and perception; Builds and maintains functional and appropriate relationships; Gains trust and garners the respect of the customer. Excellent customer service and crisis management skills.
• Collaborates: Partners and works collaboratively to meet shared objectives. Cooperative; Fair; Trustworthy. Ability to work well with all levels of management.
• Strategic Mindset: Possesses the ability to rationalize future possibilities and translate into actionable and breakthrough strategies. Anticipates trends; Develops future/forward-thinking scenarios.

Preferred Knowledge and Experience

• Resilient: Capable of handling setbacks, adversity, and crises effectively and with poise. Maintains positive attitude; Handles pressure; Finds growth in adversity.
• Thought Leader: Recognized as an authority or expert in their field whose opinions are informed and trusted. Innovative; Inspiring; Passionate.
• Manages Ambiguity: Demonstrates an ability to remain productive and function effectively in the role when situations are uncertain, unclear, or where situational information is not complete. Adaptable; Flexible; Resilient.
• Nimble Learning: Willingly and actively learns through experimentation and problem solving. Curious; Learns concepts quickly; Seeks knowledge.
• Strong knowledge of, recognition of importance, and willingness to drive adherence to company policies, procedures and process.
• Full knowledge of Client Support, Technical Support, or equivalent operational functions, procedures and quality of service measurement.
• Bachelor's degree in Business Administration or Computer Science preferred.

Job Purpose

ICE Mortgage Technology is the leading platform provider for the mortgage finance industry. ICE Mortgage Technology solutions enable lenders to originate more loans, reduce origination costs, and reduce the time to close, all while ensuring the highest levels of compliance, quality and efficiency.

Responsibilities

• Be a part of the Release Operations team overlooking production releases across IMT product lines.
• Employ deep troubleshooting and scripting skills to improve the availability, performance, and security of IMT Services.
• Execute automated tests and automated deployments using IMT DevOps process and tools.
• Participate in the collaboration with Platform, Operations, and Dev teams for seamless production deployments and Configuration Management activities.
• Support and proactively ensure services have 24/7 availability and operational readiness and rigor.
• Passion for production deployments in highly agile environment.
• Implementation of proactive monitoring, alerting, trend analysis and self-healing systems.
• Participate in on-call rotations (including weekends), driving restoration and repair of service-impacting issues.

Knowledge and Experience

• BE in Computer Science, Computer Engineering, or equivalent.
• Basic understanding of any programming language (Java/Python/PowerShell or an equivalent language)
• Experience with Continuous Integration and Continuous Delivery concepts, including Infrastructure as code tools like Terraform or CloudFormation or Puppet/Chef/Ansible.
• Experience with Build engines, preferably Jenkins.
• Knowledge of operating on any cloud, preferably AWS.
• Ability to quickly understand CI/CD process and deep dive to resolve issues.
• Knowledge of both Windows (2019+) and Linux (RHEL) + Security triage & forensic analysis
• Basic understanding of IT infrastructure components (servers, networks, databases).
• Experience with elastically scalable, fault tolerance and other cloud architecture patterns
• Familiarity with release management tools (e.g., Jira, ServiceNow, DevOps) is a plus.
• NoSQL/Docker/Micro-services experience is a big plus.

Responsibilities

• Data Visualization: Create comprehensive Tableau dashboard reports that effectively communicate data insights and business performance metrics.
• Collaboration: Collaborate with the Business Intelligence team to define, design and implement data visualization solutions that provide business critical insights. Collaborate with stakeholders to understand the requirements and provide data driven solutions.
• Data Analysis: Analyze and interpret a large variety of datasets to identify trends, patterns, and insights that inform business strategies.
• Documentation: Develop and maintain documentation for data analysis processes, dashboard designs, and report generation procedures.
• Data Quality: Ensure data accuracy and integrity by performing regular data quality checks and validations.
• Data Integrity: Good understanding of PII data and protect data to which they have access.
• Training: Participate in the continuous improvement of data analysis methodologies and learn new data sets. Train end users on dashboards and reports

Knowledge and Experience

• Education: College degree or equivalent industry experience in Information Systems, Business Analysis, Data Analysis.
• Technical Proficiency: Expertise in data analysis tools and techniques, including Tableau, Python, Splunk, Unix, Shell Scripting, SQL, XML and Excel is required.
• Analytical Thinking: Experience with analyzing large volumes of data, identifying trends, and providing insights that support business decisions.
• Attention to Detail: Experience managing accuracy and integrity of data in all reports and visualizations.
• Communication Skills: Excellent communication skills, both written and verbal, with effective communication of complex data insights to various stakeholders.
• Collaboration: Experience working independently and collaboratively in a fast-paced, dynamic environment.
• Problem-Solving: Proven experience with identifying issues and developing solutions that enhance data analysis processes and outcomes.
• Availability: Work in 24 / 7 shifts
• Year of Experience: 1 to 2 years