Lead Operations Management Analyst - Single Family Mortgage Ops (Flexible Hybrid)

The Lead Operations Management Analyst role at Fannie Mae involves overseeing a team dedicated to enhancing customer service and performance measures in the Single Family Mortgage Ops sector. This includes engaging with customers to understand their needs, implementing process improvements, and conducting data analysis to ensure timely and high-quality service delivery.

This role requires strong relationship management skills, expertise in data analysis tools like Excel and Tableau, and the ability to manage cross-functional projects effectively. A solid understanding of mortgage terminology and experience supporting Sellers and Servicers are also essential skills for success in this position.

Candidates should have a minimum of 4 years of experience in the mortgage industry. Desired experience includes knowledge of loan workouts, outstanding problem-solving skills, and a background in managing projects across various functions in a virtual team environment.

At Fannie Mae, you will have numerous opportunities for career advancement. We offer a flexible and energizing work environment where financial and professional growth is encouraged. Through ongoing training, access to industry insights, and a supportive team, you’ll be well-positioned to expand your career in the housing finance industry.

The work environment at Fannie Mae is inclusive and collaborative, emphasizing teamwork and flexibility. As a Lead Operations Management Analyst, you’ll work alongside passionate colleagues in a setting that encourages innovative thinking and strives for excellence in serving our customers.

Fannie Mae provides a comprehensive benefits package that includes health, life, and voluntary lifestyle benefits. Additionally, employees enjoy a supportive workplace culture that promotes mental, physical, and financial well-being, ensuring a fulfilling work-life balance.

Fannie Mae is committed to fostering a diverse and inclusive workplace. Our Equal Opportunity Employer policies ensure that all qualified applicants are considered for employment without regard to race, gender identity, sexual orientation, and other protected statuses, creating an enriching work environment for everyone.

In responding to this question, highlight your key roles and responsibilities in previous positions within the mortgage industry. Focus on specific projects where you've led teams or implemented improvements and how those experiences align with Fannie Mae’s mission.

Demonstrate your problem-solving methodology, emphasizing critical thinking and collaboration. Provide an example that illustrates your ability to diagnose issues efficiently, propose actionable solutions, and evaluate outcomes.

Discuss your proficiency with tools like Excel, Tableau, or others you've used in past roles. Illustrate how you've used data analysis to inform decision-making processes or enhance customer service.

Prepare a specific example where you identified a bottleneck in a process and successfully implemented a change. Outline the steps you took, the results achieved, and how this aligns with the role you’re applying for at Fannie Mae.

Emphasize your communication and relationship management skills. Explain how you keep stakeholders informed, manage their expectations, and ensure alignment throughout the project's lifecycle.

Discuss your leadership style and techniques for remote team management. Highlight the importance of clear communication, setting measurable goals, and providing constructive feedback to nurture your team's development.

Share a personal experience where you successfully navigated a high-stakes situation. Focus on your ability to remain calm and methodical, ensuring the delivery of quality results under pressure.

Describe the key metrics important for evaluating performance in mortgage operations, such as SLA adherence, customer satisfaction scores, and operational efficiency rates. Explain how you utilize these metrics to drive improvements.

Demonstrate your commitment to continual learning by discussing how you keep up with industry news. Share resources such as trade publications, webinars, and industry networking events that you engage with.

Connect your personal values and career aspirations to Fannie Mae’s mission of making housing accessible. Share your passion for customer service and how it drives you to improve processes and outcomes for those you serve.