Supervisor, Business Analysis Mortgage Servicing

Guild Mortgage; United States; Remote; USD 109,000 - 157,000; Full time

Job summary

Guild Mortgage Company seeks a Supervisor, Business Analysis - Mortgage Servicing to lead a team of Business Analysts and drive end-to-end Mortgage Servicing initiatives. You will translate priorities into team goals, facilitate discovery, elicit and document requirements, and ensure traceability from design to post-production validation.

The role demands deep knowledge of mortgage servicing lifecycle, multiple platforms, data flows, and strong collaboration with IT, Product, and stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Business Administration, Finance, Management, or a related field directly related to the position or equivalent, required.
• Minimum seven years' experience in direct mortgage servicing business experience required, including experience supporting servicing operations, servicing technology, servicing platforms, business analysis, or servicing transformation initiatives.
• Minimum three years supervisory or leadership experience in direct people leadership and demonstrated experience leading complex, cross-functional mortgage servicing projects.
• Mortgage Servicing: Extensive knowledge of the end-to-end mortgage servicing lifecycle, business processes, operational controls, business rules, and system dependencies.
• Servicing Platforms: Extensive working knowledge of mortgage servicing platforms and related applications, including workflows, configuration, interfaces, integrations, data, reporting, and upstream/downstream impacts.
• Business Analysis: Advanced requirements elicitation, analysis, modeling, documentation, validation, traceability, testing, and stakeholder facilitation skills.
• Leadership: Demonstrated ability to independently lead people and complex projects, set priorities, coach team members, make sound decisions, and drive work through implementation.
• Experience applying requirements-engineering practices in Agile, Waterfall, hybrid, and DevOps environments, including managing or supporting backlogs and release plans and developing or collaborating on epics, features, user stories, and acceptance criteria.
• Strong analytical and process-improvement skills, with demonstrated ability to evaluate complex Mortgage Servicing processes, identify underlying issues, recommend improvements, and move from detailed information to a broader business understanding.
• Proficiency with Microsoft Word, Excel, PowerPoint, Visio or comparable modeling tools, Confluence, Jira, collaborative cloud-based programs, documentation repositories, work-management tools, and third-party software applications.

Responsibilities

• Serve as the Mortgage Servicing subject-matter expert and end-to-end owner of requirements, providing guidance on servicing processes, business rules, platforms, interfaces, integrations, data flows, controls, and dependencies and resolving complex issues escalated by team members.
• Independently lead complex Mortgage Servicing projects from discovery through implementation and post-production support with limited supervision.
• Supervise, lead, coach, and develop Business Analysis staff supporting Mortgage Servicing; translate company and department priorities into clear team goals and expectations.
• Assign and prioritize work; monitor performance, quality, accountability, workload, and timely delivery; approve time-off requests, provide feedback, and complete performance reviews.
• Partner with project sponsors and Mortgage Servicing leaders to define project objectives, problem statements, desired outcomes, scope, success criteria, assumptions, and constraints; identify impacted stakeholders, servicing functions, platforms, vendors, integrations, and upstream and downstream systems, and engage affected teams early.
• Elicit requirements through stakeholder interviews, document and system analysis, process observation, workshops, data review, and other appropriate techniques.
• Translate business needs into complete, clear, testable, and technology-ready Business Requirements Documents and supporting artifacts using established templates and standards.
• Decompose high-level business and user needs into detailed requirements appropriate for development and QA; represent requirements through process maps, flowcharts, diagrams, use cases, user stories, scenarios, decision tables, and test scenarios as appropriate.
• Partner with Mortgage Servicing, Information Technology, Product, Project Management, Quality Assurance, Compliance, Risk, Legal, Finance, and vendors to facilitate decisions, reconcile conflicting requirements, support business justification and prioritization, and manage risks, issues, dependencies, and delivery readiness.
• Establish and implement effective testing strategies and support user acceptance testing, defect triage, requirements traceability, and validation of Mortgage Servicing changes.
• Lead or participate in staff and peer reviews of requirements documents and corresponding work products to ensure requirements are accurate, complete, consistent, testable, and understood correctly.
• Maintain and continuously improve requirements processes, policies, procedures, standards, templates, and tools in alignment with Information Technology best practices.
• Perform other duties as assigned.

Skills

Mortgage Servicing

Servicing Platforms

Business Analysis

Leadership

Requirements Elicitation

Stakeholder Management

Agile/Hybrid/DevOps

Communication

Documentation

Testing Strategies

Education

Bachelor's Degree in IT/Business/Finance/Management

Tools

Microsoft Word

Excel

PowerPoint

Visio

Confluence

Jira

Job description

Guild Mortgage Company, closing loans and opening doors since 1960. As a mortgage banking firm we are dedicated to servicing the home owner/buyer. Our goal is to provide affordable home financing for our customers, utilizing the best terms available while providing a level of professionalism and service unsurpassed in the lending industry.

Position Summary

The Supervisor, Business Analysis - Mortgage Servicing plays a key role in supporting and enhancing the company’s mortgage servicing operations. This hands‑on leadership position is responsible, under limited supervision, for overseeing and developing a team of Business Analysts, translating company and department priorities into clear team expectations, and independently leading complex Mortgage Servicing initiatives. The role requires extensive knowledge of the end-to-end mortgage servicing lifecycle and business processes, as well as hands‑on experience working across multiple mortgage servicing platforms, systems, integrations, and data flows.

Serving as a Mortgage Servicing subject-matter expert and the end-to-end owner of requirements, the Supervisor partners with Mortgage Servicing leaders, business stakeholders, and Information Systems teams to facilitate discovery and requirements workshops; elicit, analyze, validate, prioritize, and obtain approval of requirements; and translate complex business needs into complete, technology-ready Business Requirements Documents and practical solutions. The Supervisor remains accountable for preserving business intent and requirements traceability through design, development, testing, implementation, and post‑production validation while leading and developing the Business Analysis team.

Compensation

This role is an exempt position with a Targeted Salary Range of $109,114 - $156,510.56 annually.

Compensation at Guild is influenced by a wide array of factors including but not limited to local and federal minimum wage requirements, education, level of experience, and applicant’s geographical location.

Essential Functions

• Serve as the Mortgage Servicing subject-matter expert and end-to-end owner of requirements, providing guidance on servicing processes, business rules, platforms, interfaces, integrations, data flows, controls, and dependencies and resolving complex issues escalated by team members.
• Independently lead complex Mortgage Servicing projects from discovery through implementation and post-production support with limited supervision.
• Supervise, lead, coach, and develop Business Analysis staff supporting Mortgage Servicing; translate company and department priorities into clear team goals and expectations.
• Assign and prioritize work; monitor performance, quality, accountability, workload, and timely delivery; approve time-off requests, provide feedback, and complete performance reviews.
• Partner with project sponsors and Mortgage Servicing leaders to define project objectives, problem statements, desired outcomes, scope, success criteria, assumptions, and constraints; identify impacted stakeholders, servicing functions, platforms, vendors, integrations, and upstream and downstream systems, and engage affected teams early.
• Elicit requirements through stakeholder interviews, document and system analysis, process observation, workshops, data review, and other appropriate techniques.
• Translate business needs into complete, clear, testable, and technology-ready Business Requirements Documents and supporting artifacts using established templates and standards. Document current- and future-state processes, system changes, business, functional, system, data, and nonfunctional requirements, business rules, interfaces, assumptions, constraints, and acceptance criteria.
• Decompose high-level business and user needs into detailed requirements appropriate for development and Quality Assurance; represent requirements through process maps, flowcharts, diagrams, use cases, user stories, scenarios, decision tables, and test scenarios as appropriate.
• Partner with Mortgage Servicing, Information Technology, Product, Project Management, Quality Assurance, Compliance, Risk, Legal, Finance, and vendors to facilitate decisions, reconcile conflicting requirements, support business justification and prioritization, and manage risks, issues, dependencies, and delivery readiness.
• Establish and implement effective testing strategies and support user acceptance testing, defect triage, requirements traceability, and validation of Mortgage Servicing changes.
• Lead or participate in staff and peer reviews of requirements documents and corresponding work products to ensure requirements are accurate, complete, consistent, testable, and understood correctly.
• Maintain and continuously improve requirements processes, policies, procedures, standards, templates, and tools in alignment with Information Technology best practices.
• Perform other duties as assigned.

Qualifications

• Bachelors Degree in Information Technology, Business Administration, Finance, Management, or a related field directly related to the position or equivalent, required.
• Minimum seven years' experience in direct mortgage servicing business experience required, including experience supporting servicing operations, servicing technology, servicing platforms, business analysis, or servicing transformation initiatives.
• Minimum three years supervisory or leadership experience in direct people leadership and demonstrated experience leading complex, cross-functional mortgage servicing projects.
• Mortgage Servicing: Extensive knowledge of the end-to-end mortgage servicing lifecycle, business processes, operational controls, business rules, and system dependencies.
• Servicing Platforms: Extensive working knowledge of mortgage servicing platforms and related applications, including workflows, configuration, interfaces, integrations, data, reporting, and upstream/downstream impacts.
• Business Analysis: Advanced requirements elicitation, analysis, modeling, documentation, validation, traceability, testing, and stakeholder facilitation skills.
• Leadership: Demonstrated ability to independently lead people and complex projects, set priorities, coach team members, make sound decisions, and drive work through implementation.
• Excellent verbal and written communication and stakeholder-management skills, with demonstrated ability to interview stakeholders, facilitate workshops and group decisions, reconcile differing viewpoints, gather information, and communicate results effectively to technical and nontechnical audiences.
• Experience applying requirements-engineering practices in Agile, Waterfall, hybrid, and DevOps environments, including managing or supporting backlogs and release plans and developing or collaborating on epics, features, user stories, and acceptance criteria.
• Strong analytical and process-improvement skills, with demonstrated ability to evaluate complex Mortgage Servicing processes, identify underlying issues, recommend improvements, and move from detailed information to a broader business understanding.
• Proficiency in requirements modeling, including flowcharts, process maps, diagrams, decision tables, and other graphical formats.
• Strong proficiency with Microsoft Word, Excel, PowerPoint, Visio or comparable modeling tools, Confluence, Jira, collaborative cloud-based programs, documentation repositories, work-management tools, and third-party software applications.
• Ability to manage multiple projects, team responsibilities, operational issues, deadlines, and competing priorities under pressure in a fast-paced, highly regulated, and data-driven Mortgage Servicing environment.
• Self-motivated and self-sufficient, with the ability to work independently under limited supervision, exercise sound judgment, and maintain end-to-end ownership of complex requirements and deliverables.
• Commitment to company values.
• Customer Service - Proactive attention to each person
• Integrity - Do and say what's right
• Respect - Treat others with dignity
• Collaboration - Listen and work together
• Learning - Seek knowledge and strive for improvement
• Excellence – Deliver the unexpected

Supervision

• Job Scope: Responsible for understanding the department/functional area objectives and goals and how own job contributes to achievement of these goals; may recommend changes and enhancements based on analysis and evaluation of circumstances.
• Complexity: General precedents may exist for most problems; conducts independent research/analysis to identify the appropriate approach.
• Impact: Decisions and actions primarily impact own work with limited impact on peers in their area, contributes as team member rather than leader.
• Interaction/Supervision: Acts as a mentor/guide to less experienced professional contributor staff in a similar role; works independently and only under general direction; guided by professional standards, desired outcomes, and project plan specifications

Direct Reports

• 3 - 5
• Senior Business Analyst, Business Analyst II, and Business Analyst

Requirements

• Physical: Work is primarily sedentary; mobility in an office setting.
• Manual Dexterity: Frequent use of computer keyboard and mouse.
• Audio/Visual: Ability to accurately interpret sounds and associated meanings at a volume consistent with interpersonal conversation. Regularly required to accurately perceive, distinguish and interpret information received visually and through audio, e.g., words, numbers and other data broadcasted aloud/viewed on a screen, as well as print and other media.
• Environmental: Office environment – moderate noise, no substantial exposure to adverse environmental conditions.
• Mental: Learn new tasks, remember processes, maintain focus, complete tasks independently, and make timely decisions in the context of a workflow. This role requires effective adaptation to workplace stressors, including customer service complaints, security responsibilities, and competing priorities. Must be able to adhere to process protocol. Must be able to apply established protocols in a timely manner.
• Schedules: Work is primarily performed during the business week, Monday - Friday. Travel: 5% or less

Guild offers a pleasant work environment, competitive compensation and excellent benefits package; including medical, dental, vision, life insurance, AD&D, LTD and 401(k) with employer match.

Guild Mortgage Company is an Equal Opportunity Employer.

REQ#: SUPER018480