Principal Consultant, Elevated Client Services

Intercontinental Exchange · Jacksonville, Atlanta

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Job Purpose

The Principal Consultant, Elevated Client Services, is a senior individual contributor role focused on providing strategic subject matter expertise on Servicing functions across ICE Mortgage Technology Solutions. This position will be responsible for leading complex engagements, conducting impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of initiatives impacting the assigned functional area. The Principal Consultant will guide and mentor senior and junior team members, establish best practices, and ensure alignment of client strategies with product delivery and organizational capabilities.

Responsibilities

• Leads business consulting projects, defining strategy and approach to meet specific client requirements and organizational objectives
• Expertly configures, research, and documents client needs related to assigned functions while establishing governance frameworks for project delivery
• Defines product scope, objectives, and requirements with executive stakeholder alignment. Develops comprehensive specifications and data models for product development and testing
• Provides strategic recommendations on best practices, regulatory considerations, and technology changes, positioning clients for long-term operational success
• Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to escrow operations
• Conducts a variety of tests such as system, integration, readiness, and acceptance tests using client data to ensure client needs and compliance requirements will be met
• Consults directly with client executives and may travel to client sites to facilitate strategic discussions and drive project alignment
• Acts as project leader for complex consulting engagements, establishing sub-team structures, defining workflows, and ensuring successful project delivery
• Mentors, guides, advises, and reviews the work of Senior Consultants and junior team members, providing coaching and professional development to build organizational capability
• Leads the training and enablement of client and technical support personnel on enhancements, new analytics, procedures, and regulatory changes
• Identifies opportunities for process optimization, cost reduction, and operational improvements across escrow administration functions
• Manages stakeholder communications across multiple organizational levels, translating between executive strategy and technical implementation
• Performs other related duties as assigned
• Travel to client sites up to 10%

Knowledge and Experience

• Comprehensive familiarity with ICE Mortgage Technology products and services
• In-depth knowledge of Servicing and Default operations, regulatory requirements
• Expert level knowledge of MSP.
• Demonstrated expertise in escrow reconciliation, compliance reporting, and escrow settlement processes
• Familiarity with Payment Services and Escrow integrations (i.e., Lockbox, Digital Banking, ACH,) and their impact on escrow workflows, preferred
• Proven experience leading client engagements and managing project teams
• Excellent customer service and relationship management skills that build high levels of trust and satisfaction with internal and external clients at all levels
• Exceptional verbal and written communication skills tailored to diverse audiences (e.g., executives, managers, individual contributors)
• Advanced proficiency in business modeling, requirements definition, and solution architecture disciplines
• Demonstrated ability to estimate work effort, manage project budgets, resource allocation, and ensure successful delivery of complex engagements
• Strong mentoring and coaching abilities with a track record of developing junior team members

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