Job Purpose
The Manager, Client Services Operations role is a leadership role focused on providing strategic and tactical expertise on Mortgage and Consumer servicing functions across the ICE Mortgage Technology Solutions as well as managing the relationship between ICE and Client. This position will be responsible for impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of engagements impacting the assigned client. This position will also be responsible in leading assigned team members and the overall approach of the team.
Responsibilities
- Identifies and pursues opportunities for portfolio expansion within the ICE Mortgage Technology space
- Drives maximum value realization from ICE products and services, ensuring all initiatives are aligned with client business goals and strategic objectives
- Tracks and reports on key performance indicators related to client satisfaction and delivery success
- Leads program management of all ICE Mortgage Technology initiatives across the assigned client portfolio
- Partners with internal teams to ensure product and service delivery is executed in alignment with client expectations and contractual commitments
- Supports the training of client and technical support personnel on product enhancements, new analytics capabilities, and updated procedures as needed
- Builds and maintains trusted advisor relationships with client leaders across all assigned areas, demonstrating a deep understanding of their business priorities and connecting them to relevant ICE capabilities
- Engages stakeholders across all levels of the client organization — from operational teams to senior leadership — to sustain strong partnerships and proactively surface risks and opportunities
- Collaborates with clients to develop data strategies that connect mortgage servicing operations to measurable business outcomes, improving visibility, reducing risk, and enabling more informed decision-making
- Coordinates closely with ICE leaders across product, engineering, sales, and operations to align on strategy, share client insights, and ensure cohesive delivery across workstreams
- Maintains reporting and accountability mechanisms that keep both ICE and the client aligned on commitments, progress, and outcomes within assigned workstreams
- Mentors and develops staff to cultivate a high-performing, client-focused team
- Champions a culture of accountability, continuous improvement, and client advocacy
- Facilitates cross-functional collaboration to support seamless, consistent client experiences
- Performs other duties as assigned
- Travel to client sites could be up to 20%
Knowledge and Experience
- Expert-level proficiency in MSP required
- In-depth knowledge of mortgage and consumer servicing operations and the ICE Mortgage Technology product suite
- 8+ years of industry experience, including 2–3 years in a leadership capacity
- Working knowledge of banking platform integrations, including cloud infrastructure, APIs, and digital banking solutions
- Proven ability to develop and present strategic recommendations to internal and external stakeholders at the executive level
- Demonstrated ability to analyze complex problems, design solutions, and orchestrate cross-functional delivery to resolution
- Skilled at synthesizing and distilling complex information into clear, actionable insights tailored to the appropriate audience
- Proven ability to lead and align cross-functional teams, delegating effectively to drive efficiency and accountability
- Track record of delivering exceptional client experiences that foster long-term satisfaction and trust across internal and external stakeholders
- Exceptional verbal and written communication skills with the ability to engage effectively across all organizational levels, including executives, managers, and individual contributors
- Strong conflict resolution and negotiation skills, with the ability to navigate complex stakeholder dynamics
- Experience working within Agile and Kanban delivery frameworks
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.
