Program Manager
Location: Lisbon, Portugal
Type: Full-time, Remote
Job Summary
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.
Responsibilities
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 esclations
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
Eligibility Requirements
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
#LI-Remote
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.
For more information, visit www.eclerx.com [http://www.eclerx.com/]
You can also find us on:
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https://www.glassdoor.com/eClerx
[https://www.glassdoor.com/Overview/Working-at-eClerx-EI_IE230253.11,17.htm]
eClerx is an Equal Opportunity Employer. All qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability or protected veteran status, or any other legally
protected basis, in accordance with applicable law. We are also committed to
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