Fannie Mae Careers

Non-Technical Project Manager II (Call Center Training)

Plano, Texas
Administration


Job Description

THE COMPANY

Fannie Mae provides reliable, large-scale access to affordable mortgage credit in communities across our nation. We are the leading source of funding for housing in America, which means more people can buy or rent a home. We are focused on sustaining the housing recovery, improving our company, and leading change to make housing better.

Join our diverse, high-performing team and make a difference as we work together to enable access to a good home.

For more information about Fannie Mae, visit http://www.fanniemae.com/progress

JOB INFORMATION

Participate in analyzing issues and future needs to identify development opportunities that support the business strategic plan, achieve business goals and objectives, and/or improve or streamline functions. Monitor daily operations and provide direction to and assist subordinate staff. May operate cross-functionally within the organization.

KEY JOB FUNCTIONS
  • Manage daily team activities to advance the work of one or more projects. Plan, document, review, and manage subordinate performance.
  • Develop varied training tools such as visual aids, leader guides, participant handbooks, and knowledge articles
  • Coordinate with participants, managers, facilitators, and others such as support services to manage enrollment and logistics for training programs
  • Develop training implementation plans. Allocate and coordinate resources
  • Develop methods for monitoring project progress
  • Develop, monitor, and review project budgets. Verify expenditures vs. actual. Explain variances.
  • Establish schedules and priorities. Prepare and deliver status reporting in areas such as metrics, staffing statistics, resource tracking, SOX compliance, unit progress, issue tracking, and staff meetings.
  • Manage administrative tasks to include access requests, space management, equipment procurement and tracking, and contractor requisitions and work orders.
  • Assess project issues and develop resolutions to meet productivity, quality, and customer satisfaction goals and objectives.
  • Develop, implement, and document procedures. Adhere to corporate and business unit standards and procedures. Obtain required approvals.
  • Provide technology support and input. Track opportunities for technology improvements. Make recommendations for enhancements.
  • Manage key internal and external relationships. Resolve concerns on significant matters. Ensure positive outcomes.
  • Develop team members and provide ongoing professional guidance and direction.

EDUCATION

  • Bachelor's Degree or equivalent required

MINIMUM EXPERIENCE

  • 4+ years of related experience

SPECIALIZED KNOWLEDGE & SKILLS

  • Technical writing skills for training materials
  • Experience delivering training through various methods (webex, emails, in person, etc)
  • Salesforce experience a plus
  • Mortgage servicing and selling background
  • Training in a Call Center environment                                             

EMPLOYMENT                

As a condition of employment with Fannie Mae, any successful job applicant will be required to pass to successfully complete a background investigation.

 

Fannie Mae is an Equal Opportunity Employer.


Req ID: 55709