Program Manager

Job Description
Program Manager
Location: Essen, Dortmund, Dusseldorf, Germany
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
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
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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

Work arrangement
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