[Hiring] Program Manager @eClerx

Role Description

The Program Manager is the senior control-tower role for the engagement, owning SLA performance, vendor governance, and escalation management across both the performing-loan servicing stream and the modification/coordination stream. The role is the named point of contact for the bank's stakeholders and is responsible for recognizing when a file must be handed off to a BaFin-licensed credit servicer under the KrZwMG rather than continuing to be processed in-house.

• Own end-to-end process management and the contract deliverable relationship with the client bank
• Monitor SLA performance across payment processing, document turnaround, and modification-intake cycle times
• Collaborate with Account Management team for solution and Client request, challenges and escalations
• Oversee workflow allocation across the Document Coordinator, Operations Specialist, and Loan Coordinator functions
• Manage escalations, including files that must transition from performing-loan servicing into Intensivbetreuung, Sanierung, or Abwicklung-equivalent handling
• Maintain quality assurance oversight across all file types and audit readiness for BaFin/Bundesbank reporting cycles
• Serve as the liaison point for BaFin-related reporting cadence, coordinating documentation flow to the bank's licensed credit-servicer function where NPL-classified (KrZwMG) work applies
• Manage team coordination, budget, and headcount planning across the 20-FTE delivery model

Qualifications

• Deep mortgage domain expertise across servicing and extension/renewal processes
• Process and vendor management leadership, with experience running SLA-governed delivery teams
• German fluency at a business/native level
• Working knowledge of MaRisk Markt/Marktfolge governance principles and the KrZwMG licensed-credit-servicer boundary, to correctly route non-performing files
• Structured governance cadence discipline — daily operations reviews, weekly KPI reporting, monthly business reviews
• Bank-commercial training plus Bankfachwirt/Bankbetriebswirt certification, or an equivalent business/finance degree
• 5+ years of mortgage operations or outsourced-delivery vendor management experience
• German C1/native fluency; English business fluency for Madrid and global reporting lines
• Experience managing regulated financial-services delivery teams preferred

Company Description

eClerx is a leading provider of productized services, bringing together people, technology and domain expertise to amplify business results.

• The firm provides business process management, automation, and analytics services to a number of Fortune 2000 enterprises, including some of the world’s leading financial services, communications, retail, fashion, media & entertainment, manufacturing, travel & leisure, and technology companies.
• Incorporated in 2000, eClerx is traded on both the Bombay and National Stock Exchanges of India.
• The firm employs more than 19,000 people across Australia, Canada, France, Germany, Switzerland, Egypt, India, Italy, Netherlands, Peru, Philippines, Singapore, Thailand, the UK, and the USA.