Program Manager

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 escalations
• 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

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.

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 protecting and safeguarding your personal data. Please find our policy here