Vice President, Deputy Head of Servicing

This is a confidential search. The client's name is disclosed to qualified candidates at the appropriate stage. Everything below is accurate; the identifying details are held back on purpose.

The opportunity

The incoming Vice President, Deputy Head of Servicing enters a structured leadership transition, working alongside the current Vice President, Head of Servicing for approximately twelve months before assuming responsibility for the servicing organization.

As the Head of Servicing's key partner and second-in-command, this executive bridges long-term strategy with day-to-day operational execution across a $21 billion servicing portfolio: driving operational excellence, strengthening a scalable and audit-ready platform, and advancing the organization's technology through its ICE Mortgage Technology MSP ecosystem.

The ideal candidate is a proven servicing executive who has led both high-growth and mature servicing operations. Deep operational expertise, strong technology instincts, an operator's mindset, and the credibility to lead a team of roughly 130 servicing professionals in a highly regulated environment.

The organization

A well-established, independent mortgage company with over 50 years of operating history. A full-cycle lender, originating and servicing residential mortgages, at significant scale with a balanced retail and wholesale production model. The servicing division is fully domestic, with no offshore service providers, and runs a remote-first workforce. The portfolio has grown meaningfully; the incoming leader inherits a solid foundation with clear runway to drive further scale and efficiency.

What you'll own

Strategic partnership and operational leadership

• Executive support. Partner directly with the Head of Servicing to translate corporate vision into tactical execution, driving departmental KPIs and SLA adherence.
• Operational oversight. Day-to-day execution of core servicing functions, with specific focus on the Servicing Operational Excellence team and process.
• Process improvement. Lean, Six Sigma or similar to eliminate waste, reduce manual workarounds and automate repetitive tasks to lower cost-to-service.

Systems and technology

• Automation and logic. Manage the relationship with IT to drive automation and AI projects; ensure system logic, investor reporting and workflow triggers maintain data integrity.
• Change management. Lead implementation of regulatory changes (CFPB, GSE updates) and internal product launches across IT, Legal/Compliance and frontline staff.
• MSP platform ownership. Primary business owner and operational expert for ICE MSP: system settings, Passport queries and Director workflows.

Default, compliance and risk

• Default operations. Direct engagement with delinquency management: early-stage collections, SPOC workflows, loss mitigation, foreclosure, bankruptcy and REO.
• Audit readiness. Operational lead for internal, investor, state and CFPB audits. Processes documented and defensible; the division as first line of defense.
• Compliance. Strict alignment with Fannie Mae, Freddie Mac, Ginnie Mae, FHA, VA and USDA guides to minimize risk, curtailments and compensatory fees.

Team development

• Direct leadership. Mentoring, coaching and performance management of Servicing Managers and Supervisors. A player-coach culture that balances data-driven analysis with development.
• Resource allocation. Staffing models, capacity planning and workload management for volume fluctuations while maintaining borrower experience standards.
• Program development. Servicing policies, procedures and training resources alongside the Servicing Leadership team.

Transition structure

A planned succession. The incumbent Head of Servicing has a target retirement date of December 31, 2027. The selected candidate is brought on in a defined shadow period, observing, learning and gradually assuming ownership of key relationships and responsibilities before formal handoff. Approach this as a partnership, not a takeover.

Must-haves

• A minimum of ten years in mortgage servicing, with at least five in a leadership role focused on servicing operations or systems.
• Deep fluency with major servicing platforms (ICE / Black Knight MSP or equivalent) and a demonstrated bias toward technology-enabled process improvement.
• Bachelor's degree in business, finance or technology. MBA or master's preferred.
• Strong understanding of RESPA, TILA, FCRA and CFPB servicing rules, GSE guidelines and exam preparedness.

Strong differentiators

• A track record of leading and scaling a residential mortgage servicing platform.
• Six Sigma Black Belt, PMP or Lean certification.
• Experience navigating a portfolio conversion or system migration at scale.
• Proven ability to build and lead remote-first servicing teams while maintaining performance and culture.
• Background in building or rebuilding business controls, testing frameworks or quality programs within servicing.
• Prior exposure to a growth-mode servicer where infrastructure had to be built ahead of volume.

What success looks like in year one

• Completes the transition with the full confidence of the incumbent, the leadership team and servicing staff.
• Demonstrates command of key agency relationships and regulatory responsibilities.
• Earns the trust of the 130-person team through transparency, consistency and operational rigor.

Compensation and location

Compensation is competitive with the market for a senior servicing executive at a growth-stage independent servicer; details are shared with qualified candidates on engagement. The role is 100% on-site in the Greater Cleveland area. Relocation is required for candidates outside Greater Cleveland, and relocation assistance is included in the selected candidate's offer.