Manager, Portfolio Performance and Oversight

About the role

The Manager, Portfolio Performance and Oversight, is responsible for overseeing the operational performance, governance, and strategic management of servicing activities supporting Home Equity Investment (HEI) products and the team that manages them. This role leads internal portfolio performance while owning oversight of third-party subservicers and monitoring the performing portfolio to ensure operational excellence, regulatory compliance, and a high-quality customer experience. The position provides servicing performance management, operational reporting, and portfolio oversight along with leadership to servicing operations teams. The Manager creates and manages servicing performance frameworks, monitors portfolio servicing health, and supports the management of subservicers to ensure alignment with contractual obligations, service level agreements, and regulatory standards. This role partners cross-functionally with Product, Capital Markets, Compliance, Risk, and Operations leadership to drive servicing strategy, portfolio insights, and operational scalability as the HEI portfolio grows. This is a new role within the Servicing team at Point. A successful candidate will need an entrepreneurial mindset that can both outline strategic objectives and manage day-to-day execution and oversight of direct reports.

Responsibilities

• Drive Servicer Partner Performance: Manage and monitor the day-to-day performance of external vendors responsible for HEI servicing, ensuring they meet or exceed key performance metrics.
• Enable Business Outcomes: Collaborate with internal stakeholders to align vendor performance with Point's strategic objectives, ensuring that vendor contributions drive measurable business outcomes.
• Enhance Customer Experience: Ensure that subservicing partners deliver a personalized and effortless customer experience, addressing customer needs quickly and effectively while maintaining Point's commitment to quality.
• Monitor and Enforce Internal and External KPIs: Track internal servicing and vendor performance using established KPIs and scorecards, such as response times, remittance time frames, customer satisfaction scores, and compliance with service level agreements (SLAs).
• Vendor Relationship Management: Build and maintain strong relationships with external agencies to foster open communication, partnership, and alignment with Point's goals.
• Performance Improvement Initiatives: Collaborate with vendors to identify areas for improvement, provide actionable feedback, and work together to implement solutions that enhance efficiency and borrower outcomes.
• Cross-Functional Collaboration: Work closely with internal teams such as Operations, Legal,Investor Operations, and Lending Partnerships to align vendor performance with Point's broader objectives and operational needs.
• Data-Driven Analysis: Utilize data and reporting tools to track vendor performance, identify trends, and make informed decisions that drive continual improvements in service delivery.
• About you
• Bachelor's degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
• 5+ years of experience in vendor management, servicing, or default management including experience supporting in-house operations and/or partnering with third-party BPOs in mortgage servicing environments.
• Demonstrated experience managing vendor performance against defined KPIs, SLAs, and quality standards, with the ability to assess operational health and drive accountability. Direct experience setting KPIs.
• Hands-on experience supporting or conducting vendor onsite visits, operational audits, or compliance reviews.

Benefits

Additional Information

Local or 100% Remote About Point ✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals. ✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we're scaling fast! You have the opportunity to join us at a pivotal stage. ✨ Game-changing Product: We're building a category defining company in home equity. We've earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers. ✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area . ✨ Remote First Culture, Genuine Connection: Work from anywhere in the U.S., while staying closely connected through virtual collaboration, team gatherings, and a people-first culture.

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