Operations Change Management Manager

Freddie Mac
McLean, VA
Jul 11, 2019
Jul 19, 2019
Full Time
If you are a skilled communicator who can establish rapport with people at all levels across the organization. Are a confident, poised, self-motivated professional with a passion for Change Management, then we are your next destination employer. Apply to join us in the Single-Family Operational Services division!

The Ops Change Management Manager will lead the Loan Advisor Suite (LAS) Common Services team managing 6-8 employees. The team is responsible for performing Baseline application functions, Production support, Risk and Change management for LAS services. Develop and manage relationships and expectations with product owners, application owners and the business rules team. This position will report to the Director of Data Analytics, Coverage and Loan Advisor Services in the Operational Services department.

Your work falls into four primary categories:

Resource Management
  • Provides guidance to subordinates within the latitude of established company policies; span of control up to 10 direct reports.
  • Develop and monitor employee performance requirements.
  • Staff development
  • Ensure staff have the business knowledge and technical tools to perform assigned responsibilities.

Stakeholder Management
  • Build and maintain business partnerships
  • Coordinate with project teams and UAT to ensure quality products are delivered
  • Issues management and prioritization for remediation
  • Ensure customer inquiries are addressed completely and timely

Process Management
  • Develops and administers schedules to meet deadlines and goals
  • Must be able to adapt to and integrate business process changes
  • Ensure team has the required documentation and knowledge to support Production changes
  • Create/maintain use cases, testing scenarios, test cases and test data as needed
  • Acts as an advisor to subordinates to meet schedules and/or resolve technical problems.
  • Deployment support and production validation during implementations
  • Work on issues of diverse scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends
  • Ensure Risks and Controls are documented and are adhered to.

Process Improvements
  • Identify and implement process improvements and efficiencies
  • Assist in building and integration of automated regression testing
  • Recommend changes to policies and establishes procedures that affect immediate organization's operation


  • College Degree or equivalent experience
  • Typically has 8-10 years related experience
  • 2+ years management experience
  • Strong quantitative, analytical and project management skills
  • Ability to develop and motivate staff, set clear goals, and manage expectations
  • Strong written and verbal communication skills
  • Pro-active, detail-oriented individual with strong planning skills
  • Strong relationship management and customer service skills
  • Microsoft Suite (Word, Excel, PowerPoint, Visio)

Key to Success in This Role:
  • Intellectual agility and interpersonal flexibility.
  • Proven problem solving, analytical skills.
  • Ability to develop strong partnerships and working relationships.
  • Must be a team player and able to work collaboratively with and through others.
  • Demonstrated ability to interact with both business and technical personnel to solve business challenges.

Top 3 Personal Competencies to Possess:
  • Leadership - Set and execute upon a clear vision, strategy, and/or goals
  • Customer Focus - Personally engage with customers (clients) to learn and deliver on their needs.
  • Drive for Execution - Be accountable for strong individual and team performance

Today, Freddie Mac makes home possible for one in four home borrowers and is one of the largest sources of financing for multifamily housing. Join our smart, creative and dedicated team and you'll do important work for the housing finance system and make a difference in the lives of others. Freddie Mac is an equal opportunity and top diversity employer. EOE, M/F/D/V.

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