Offshore Staffing Relationship Manager

at  CrossCountry Mortgage LLC

CrossCountry Mortgage (CCM) is one of the nation’s top 3 retail mortgage lenders with more than 7,000 employees operating nearly 600 branches across all 50 states. We have been recognized nine times on the Inc. 5000 list of America’s fastest-growing private businesses and have received countless awards for our standout culture. Through our dedication to getting it done, we make every mortgage feel like a win.
A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down.
CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program.

POSITION OVERVIEW:

The Offshore Staffing Relationship Manager will lead the management of relationships with offshore staffing companies. This position will be instrumental in ensuring compliance, optimizing processes, and driving initiatives that contribute to the success of our offshore staffing operations.

QUALIFICATIONS AND SKILLS:

• Bachelor’s degree in business administration, Human Resources, or a related field, Master’s degree is a plus, or equivalent combination of education/experience.
• Proven experience in offshore staffing or vendor management is preferred.
• Proven experience in a managerial role.
• Experience utilizing data to drive decision-making.
• Project management experience is a plus.
• Proficient in Microsoft Suite.
• Excellent attention to detail, critical thinking and communication skills.
  This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. However, this job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
  CrossCountry Mortgage, LLC offers MORE than a job, we offer a career. Apply now to begin your path to success! careersatccm.com
  CrossCountry Mortgage, LLC strives to provide employees with a robust benefit package: https://mycrosscountrybenefits.com/
  California residents: Please see CrossCountry’s privacy statement for information about how CrossCountry collects and uses personal information about California consumers.
  CrossCountry Mortgage, LLC. (NMLS3029) is an Equal Opportunity Employer committed to workforce diversity. Qualified applicants will receive consideration without regard to race, religion, creed, color, orientation, gender, age, national origin, veteran status, disability status, marital status, sexual orientation, gender identity, or gender expression, or any other protected status in accordance with all applicable federal, state and local laws. The collective sum of the individual differences, life experiences, knowledge, inventiveness, innovation, self-expression, unique capabilities and talent that our employees invest in their work represents a significant part of not only our culture, but our reputation. The Company is committed to fostering, cultivating and preserving a culture that welcomes diversity and inclusion. Employment is contingent upon successful completion of a background investigation. CrossCountry Mortgage, LLC. is an FHA Approved Lending Institution and is not acting on behalf of or at the direction of HUD/FHA or the Federal government. To verify licensing, please visit www.NMLSConsumerAccess.org

• Serve as the escalation point for CCM managers.
• Collaborate with CCM managers on a recurring basis to address ongoing needs and challenges and to facilitate adjustments and improvements in processes.
• Conduct 90-day and 120-day check-ins with CCM reporting managers after a new hire starts.
• Act as a liaison between the organization and offshore staffing vendors, facilitating effective communication and resolution of issues.
• Collaborate with internal departments and offshore staffing vendors to open additional offices overseas, as needed.
• Review and monitor support tickets from offshore teams for new hires, updates, and terminations.
• Oversee and ensure compliance with established processes and escalate as needed.
• Conduct weekly and monthly audits, including hybrid employee audits, employee file audits, invoice audits, conditional policy group audits, and regulatory audits.
• Collaborate with offshore staffing vendors to understand our business needs and align staffing solutions accordingly.
• Conduct recurring meetings with offshore staffing vendors to discuss ongoing projects, challenges, and opportunities.
• Act as the main point of contact for offshore staffing vendors, maintaining strong communication and relationships.
• Work closely with offshore staffing partners to identify, attract, and acquire top talent.
• Collaborate with internal departments on workforce planning and ensure timely fulfillment of staffing requirements.
• Implement strategies to optimize the talent acquisition process overseas and improve overall efficiency.
• Identify areas for expansion and execute plans around supporting CCM initiatives.
• Proactively inform managers of available talent bench positions and outline costs.
• Utilize data-driven insights to continuously optimize the offshore staffing relationship and assess expected benefits against realized benefits.
• Create a quarterly or year-end summary overview for executive leadership.
• Work with the CCM Corporate Technology Team on building the Finance approval process and Onboarding/Offboarding processes into an automated system.
• Work with the CCM Data Management Team on consuming data from offshore staffing vendor systems and building reports.
• Create a comprehensive business continuity plan for offshore staffing operations.
• Identify opportunities for process improvement within the offshore staffing management function.
• Continuously document processes and procedures related to offshore staffing.
• Identify areas for documentation and maintain an up-to-date repository.
• Identify areas for a defined process and work with the necessary departments in creating an established process flow and document it.
• Track and manage tasks related to the offshore employees, ensuring timely completion and follow-up as needed.
• Maintain and keep employee files, offshore staffing overviews, recruiting finance overviews, and Outlook distribution lists up to date.
• Submit and track finance approval requests.
• Log and track special invoices.
• Submit support tickets based on audit reviews, ensuring accuracy in systems.
• Promote offshore employee engagement efforts.
• Collaborate with the Philippines Operations Manager on budgeting and execution of employee appreciation events.
• Occasional overseas travel for relationship-building, on-site inspections and overseeing offshore staffing operations.