• Evaluating lending scenarios • Managing lender relationships • Driving applications through the pipeline • Ensuring no opportunities or client matters lose momentum • Taking ownership of the mortgage process from enquiry through settlement • Managing and prioritizing active deals across the pipeline • Following up proactively with: Clients Brokers Lenders Banks Internal support staff • Maintaining oversight across multiple active files simultaneously • Monitoring pipeline stages and deal movement daily • Building strong lender relationships and follow through persistently • Training, mentoring, and overseeing administrative support staff • Supporting improvements to SOPs, workflows, and operational consistency

• Examiner, évaluer et traiter les données de sécurité • Distribuer les rapports aux parties internes et externes • Contribuer à l'atteinte des objectifs du département

• Responsible for strategically redesigning and optimizing the end-to-end mortgage operational workflow across the organization. • Focuses on improving the efficiency, scalability, and effectiveness of the mortgage lifecycle by leveraging emerging technologies, artificial intelligence, automation, and process innovation. • Partners with operational, technology, product, and data teams to increase efficiencies across operational pillars and design a more scalable, data-driven operating model. • Leads initiatives that integrate AI-enabled tools, workflow automation, and advanced analytics into the mortgage lifecycle to improve cycle times, productivity, borrower experience, and operational quality. • Identifies operational inefficiencies, process fragmentation, and technology gaps across the mortgage lifecycle and develops scalable solutions to improve performance and cycle times. • Designs and implements AI-enabled operational workflows including intelligent document processing and automated decision support. • Partners with operational leaders to redesign handoffs, workflows, and responsibilities across functional pillars to improve alignment, accountability, and throughput. • Evaluates and implements emerging technologies including automation, robotic process automation (RPA), artificial intelligence, digital workflow orchestration tools, and advanced analytics to modernize mortgage operations. • Partners with technology and product teams to implement digital mortgage capabilities including automated verification tools and digital document workflows. • Develops an integrated workflow architecture that improves coordination and handoffs between sales, processing, underwriting, and closing. • Implements operational dashboards and analytics to monitor cycle times, pull-through rates, productivity, and quality. • Leads cross-functional transformation initiatives that enhance productivity, reduce operational risk, and improve borrower experience. • Provides strategic insights to executive leadership on emerging mortgage technologies and operational transformation opportunities. • Leads change management initiatives that support adoption of redesigned workflows and new technologies. • Performs other duties as assigned.

Role Description Lead the operational backbone of ServiceNow's APAC partner ecosystem, driving strategic growth through data-driven insights, scalable processes, and cross-functional excellence. This senior leadership role combines strategic vision with operational rigor to maximize partner-driven revenue and optimize complex deal cycles across the region. Key Responsibilities: - Strategic Leadership & Planning - Develop and execute comprehensive partner operations strategies aligned with large, complex deal cycles and overall APAC GTM objectives. - Partner with APAC Partner Sales executive leadership and cross-functional teams to influence business direction and identify new growth opportunities. - Support and drive APAC Channel forecasting, planning, and prioritization cycles, ensuring accuracy and strategic alignment, including resource allocation. - Serve as a thought leader, innovating and optimizing business processes and partner framework approaches. - APAC Partner GTM Initiatives & Operations Management - Oversee APAC partner operational initiatives, including process improvement, workflow optimization, and enablement of internal and partner teams for scalable growth and productivity. - Build, document, and maintain operational playbooks, standard operating procedures, and reporting frameworks for APAC partner GTM activities. - Ensure partner compliance with agreements and internal controls, including risk mitigation and regulatory adherence. - Lead cross-functional working groups and manage complex, strategic initiatives or projects involving multiple stakeholders. - Analytics, Reporting & Performance Measurement - Leverage analytics and KPIs to monitor APAC partner and channel performance, deal velocity, and business impact, providing actionable insights for decision-making. - Develop and implement dashboards, reporting tools, and metrics to track and improve the effectiveness of APAC partner programs and APAC partner operational initiatives. - Monitor ROI on APAC partner investments and programs in partnership with Finance and other functions. - Collaboration & Change Management - Collaborate with APAC Partner Field GTM teams, APAC Partnership teams, Marketing, Finance, and APAC Customer Success to streamline operations across the partner journey and remove barriers to business success. - Drive adoption of new tools, technologies, and best practices to support partner operations scale and efficiency. - Mentor and enable broader operational excellence initiatives and partner network development, building a strong culture of accountability, innovation, and teamwork. - Focus on integrating AI technologies to enhance partner operations and drive innovation. - Engage with APAC partners to support operational needs, and ensure alignment with business objectives. What Success Looks Like - Improved forecast accuracy and pipeline predictability - Reduced deal cycle times through operational efficiency - Measurable partner productivity gains and satisfaction - Scalable frameworks that support aggressive regional growth - A team recognized for operational excellence and strategic impact Qualifications - 12+ years in partner operations, channel management, or GTM operations—preferably in enterprise software/SaaS - 5+ years in a leadership role managing operations teams and driving strategic initiatives - Proven track record building and scaling partner programs in high-growth, complex B2B environments, prior experience in both vendor and partner-side roles (unique perspective on ecosystem dynamics) - Experience with large deal cycles and complex partner ecosystems (resellers, distributors, GSIs, technology partners, etc.) - Demonstrated thought leadership and people leadership - Proven experience building and developing operations teams from ground up - Ability to attract, retain, and mentor top operational talent - Track record of driving accountability through clear goals, KPIs, and performance management - Proven track record of operating and building trusted relationships with C-level executives and leadership Company Description It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.