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Encompass Production Support Team Lead

Description



The Encompass Production Support Team Lead is responsible for leading dedicated support efforts for the Encompass loan origination ecosystem and associated products - Velocify/ eCRM/ ConsumerConnect/ LOConnect/ TPOConnect/ EPPS. Prioritizing and coordinating activities of the production support team to ensure defined processes are effective and end user support requests and related critical initiatives such as software releases are efficiently and expertly handled.

Responsibilities include:
  • Adept collaboration and exceptional communication within the Business Architecture team and across all other Colonial stakeholder groups
  • Play a key role in the ongoing design, development and management of both the production support team and the supported applications
  • Lead, coordinate and prioritize the daily activities of the LOS production support team
  • Support escalated troubleshooting as needed for loan-level to system-level issues
  • Monitor and analyze support related procedures and identify opportunities for improvement - communicate and collaborate with management applicable action plans
  • Execute performance reporting/dashboard reviews and collaborate with management to summarize activities for stakeholder consumption (Executives, Stakeholders, Vendors)
  • Develop and monitor production support metrics to ensure delivery of exceptional customer service
  • Provide regular status reports to management on application status and other identified metrics
  • Promptly report and escalate critical system upgrades and outages
  • Work with operational teams to integrate change management activities into the overall project plan
  • Develop a solid understanding of the unique business functions and responsibilities of each stakeholder group at Colonial
  • Manage relationships and coordinate work between different teams at different locations
  • Primary lead in the analysis of software releases to assess impacts and develop release plans (timing/testing/communication needs)
  • Engage with ICE vendor and Colonial IT personnel to discuss functional releases, analyze impacts and define release strategy
  • Support the development of testing plans across multiple stakeholder groups (production support/internal IT/vendor management) as assigned by management
  • Develops test cases/test scripts/test approach in coordination with other subject matter experts as appropriate
  • Works with management to refine release management standards and educates internal groups on the release methodology and strategy to standardize practices
  • Assist with defect triaging, tracking, and resolution and influences improvements to the processes
  • Develops/documents internal release notes for stakeholder distribution and reference
  • Strictly manages timing and coordination of releases across multiple environments. Maintains the release schedule.
  • Define internal service level agreements, policies and procedures and document applicable process and/or technical steps
  • Manage vendors to an SLA through execution of critical defects, releases or other appropriate escalations
  • Facilitate meetings with all levels of personnel; direct reports, managers, stakeholders, vendors, and Executive leadership to discuss production support activities
  • Convey and champion Business Architecture and Colonial strategic direction
  • Track and communicate progress, issues, risks, timeline, cost impacts and other relevant information to management and stakeholder groups as necessary
  • Supervision of staff, daily performance management, and reviews
  • Other duties as assigned


Requirements:
  • 2+ years of experience working with Encompass LOS and other related platforms
  • 2+ years of ticketing experience, reporting/defining dashboard analytics and assisting in establishing SLA's internally
  • 2+ years of experience in a Production Support role/mortgage origination
  • 2+ years of Supervisory experience
  • Knowledge and understanding of residential mortgage lending
  • Ability to partner with stakeholders regarding change management, enhancement request backlog managed by the product owners, IT and Ignite developers
  • Ability to meet deadlines, work independently and as part of a team
  • Excellent analytical ability and organizational skills
  • Creative with strong analytical and critical thinking skills necessary to solve complex problems
  • An in-depth understanding of problem identification and resolution helps gather and analyze status on milestones, issues, and risk mitigation plans
  • Maintains high degree professionalism and is comfortable working with people from all departments, including managers and executives, in person, on the phone, through email, and via webinars
  • Self-motivated and capable of working independently
  • Must be flexible and able to thrive in a fast-paced, constantly changing environment
  • Able to prioritize work and adapt quickly to shifting priorities based on business needs
  • Clear, concise, and professional written and verbal communication skills
  • Superior documentation skills


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 

Job Snapshot

Location US-TX-Fort Worth
Employment Type Full-Time
Pay Type Hour
Pay Rate N/A
Store Type Banking
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Company Overview

Colonial Savings

Colonial is a national provider of banking, home loans and insurance. Founded in 1952, the company has $1 Billion in assets and is privately held by choice to ensure our focus remains on our customers and not the expectations of Wall Street. Colonial is rated “Five Stars – Highly Recommended” as one of the strongest financial institutions in the country by Bauer Financial, a leading analyst, and has earned Fannie Mae’s Four STAR award for customer service and foreclosure prevention, as well as the highest achieving STAR Performer for best practices in General Servicing, Collections/Loss Mitigation and Neighborhood Stabilization in 2014.

Contact Information

US-TX-Fort Worth
Colonial Savings
817-390-2045

Snapshot
Colonial Savings
Company:
US-TX-Fort Worth
Location:
Full-Time
Employment Type:
Hour
Pay Type:
N/A
Pay Rate:
Banking
Store Type:

Description



The Encompass Production Support Team Lead is responsible for leading dedicated support efforts for the Encompass loan origination ecosystem and associated products - Velocify/ eCRM/ ConsumerConnect/ LOConnect/ TPOConnect/ EPPS. Prioritizing and coordinating activities of the production support team to ensure defined processes are effective and end user support requests and related critical initiatives such as software releases are efficiently and expertly handled.

Responsibilities include:
  • Adept collaboration and exceptional communication within the Business Architecture team and across all other Colonial stakeholder groups
  • Play a key role in the ongoing design, development and management of both the production support team and the supported applications
  • Lead, coordinate and prioritize the daily activities of the LOS production support team
  • Support escalated troubleshooting as needed for loan-level to system-level issues
  • Monitor and analyze support related procedures and identify opportunities for improvement - communicate and collaborate with management applicable action plans
  • Execute performance reporting/dashboard reviews and collaborate with management to summarize activities for stakeholder consumption (Executives, Stakeholders, Vendors)
  • Develop and monitor production support metrics to ensure delivery of exceptional customer service
  • Provide regular status reports to management on application status and other identified metrics
  • Promptly report and escalate critical system upgrades and outages
  • Work with operational teams to integrate change management activities into the overall project plan
  • Develop a solid understanding of the unique business functions and responsibilities of each stakeholder group at Colonial
  • Manage relationships and coordinate work between different teams at different locations
  • Primary lead in the analysis of software releases to assess impacts and develop release plans (timing/testing/communication needs)
  • Engage with ICE vendor and Colonial IT personnel to discuss functional releases, analyze impacts and define release strategy
  • Support the development of testing plans across multiple stakeholder groups (production support/internal IT/vendor management) as assigned by management
  • Develops test cases/test scripts/test approach in coordination with other subject matter experts as appropriate
  • Works with management to refine release management standards and educates internal groups on the release methodology and strategy to standardize practices
  • Assist with defect triaging, tracking, and resolution and influences improvements to the processes
  • Develops/documents internal release notes for stakeholder distribution and reference
  • Strictly manages timing and coordination of releases across multiple environments. Maintains the release schedule.
  • Define internal service level agreements, policies and procedures and document applicable process and/or technical steps
  • Manage vendors to an SLA through execution of critical defects, releases or other appropriate escalations
  • Facilitate meetings with all levels of personnel; direct reports, managers, stakeholders, vendors, and Executive leadership to discuss production support activities
  • Convey and champion Business Architecture and Colonial strategic direction
  • Track and communicate progress, issues, risks, timeline, cost impacts and other relevant information to management and stakeholder groups as necessary
  • Supervision of staff, daily performance management, and reviews
  • Other duties as assigned


Requirements:
  • 2+ years of experience working with Encompass LOS and other related platforms
  • 2+ years of ticketing experience, reporting/defining dashboard analytics and assisting in establishing SLA's internally
  • 2+ years of experience in a Production Support role/mortgage origination
  • 2+ years of Supervisory experience
  • Knowledge and understanding of residential mortgage lending
  • Ability to partner with stakeholders regarding change management, enhancement request backlog managed by the product owners, IT and Ignite developers
  • Ability to meet deadlines, work independently and as part of a team
  • Excellent analytical ability and organizational skills
  • Creative with strong analytical and critical thinking skills necessary to solve complex problems
  • An in-depth understanding of problem identification and resolution helps gather and analyze status on milestones, issues, and risk mitigation plans
  • Maintains high degree professionalism and is comfortable working with people from all departments, including managers and executives, in person, on the phone, through email, and via webinars
  • Self-motivated and capable of working independently
  • Must be flexible and able to thrive in a fast-paced, constantly changing environment
  • Able to prioritize work and adapt quickly to shifting priorities based on business needs
  • Clear, concise, and professional written and verbal communication skills
  • Superior documentation skills


This position offers a full range of benefits including Health, Dental, and 401k.

Equal Opportunity Employer

M/F/Disability/Vet.

Member FDIC | Equal Housing Lender | NMLS ID 401285

Requirements

 
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Encompass Production Support Team Lead Apply now