myCUmortgage Project Manager

The myCUmortgage Project Manager is responsible for managing the overall planning, execution, monitoring, and delivery of one or more medium-to-large projects simultaneously, according to the organization’s Project Management Methodology. Project can be of any size but typically last from 3-to-12 months in duration.

High‑Level Role Summary

This role is primarily focused on driving and delivering key initiatives within myCUmortgage’s Servicing business unit, playing a critical role in shaping how members experience mortgage servicing across digital and assisted channels. The individual in this position will lead projects that directly enhance member satisfaction, operational efficiency, and system capabilities making a tangible impact on both the business and the member journey.

The role offers hands‑on ownership of servicing‑focused projects across Servicing Digital platforms and IVR/telephony systems (including Genesys and TeleVoice), as well as ongoing enhancements to the mortgage servicing application suite. These initiatives are highly visible, business‑critical, and closely tied to improving end‑to‑end servicing experiences for credit union members.

As the platform and organization continue to evolve, this role provides opportunities to expand beyond servicing and take on cross‑functional initiatives that span multiple myCU business units. It’s an ideal opportunity for a project leader who enjoys working at the intersection of technology, operations, and member experience, and who wants to see their work translate into real, measurable outcomes.

1)      Manage all phases of the project life cycle from Project Initiation to Project Closure for one or more highly visible, corporate priority initiatives simultaneously. Create, maintain, and monitor the master project plan for assigned projects in the Project Portfolio Management (PPM) Tool with a sense of urgency to achieve it. Identify and engage the appropriate project stakeholders and project team resources. Create and maintain the project team roster. Act as the central point of contact for all project issues. Maintain the project Issues List. Resolve conflicts and escalate issues to senior management, as appropriate. Serve as the central point of contact for all project communication, internally and with third party vendors utilizing the approved communication plan. Liaison to third party vendors for the project. Establish the agenda and conduct standing conference calls and meetings associated with the project. Provide timely meeting minutes and action items. Oversee and/or assist in the gathering, analysis, and prioritization of functional, technical, security and training requirements for the project. Ensure the execution of all phases of testing from Integration Testing to User Acceptance Testing. Create and/or coordinate the generation of test plans and test data. Oversee and/or coordinate the preparation, documentation, and delivery of Training to end-users. Review and approve all communication to members and partners related to the project. Responsible for maintaining all project documentation. Provide timely and accurate status reporting on deliverables, milestones, timeframes, and budgets associated with the project.  Maintain and review budgets for assigned projects to ensure budgetary goals are met. Facilitate the preparation, documentation, and review of the project Implementation Plan. Prepare the Wrap-Up Report and conduct Lessons Learned and Post Implementation Review for assigned projects. Maintain regular communications with the Credit Union’s executives regarding the status of projects.  Ensures proper policies, procedures, risk mitigation activities, and operating controls are followed.  Reports gaps in policies, procedures, and operating controls to leadership to ensure member impact and risk is mitigated. (70%)

2) Utilize effective leadership, communication, and relationship-building skills in leading cross-functional teams toward achieving aggressive organizational goals. Provide project team members the tools to manage assigned project tasks effectively. Provide project team members a positive and motivating work environment to encourage individual growth and success. Oversee negotiation and administration of vendor contract and relations. Prepare agendas and facilitate Steering Committee meetings for assigned projects. Positively influence others across functional areas and achieve buy-in to drive cultural and organizational change initiatives. Provide input to respective business leaders on the performance of project team members. Develop and/or assist business leaders in the development of business case justifications and cost/benefit analyses for assigned projects. Direct vendor evaluation and selection, strategic research, needs assessment, SWOT analysis, competitive analysis, and compliance reviews to support project assignments. (30%)

The myCUmortgage Project Manager leads projects for all areas of the myCUmortgage. Therefore, the following qualifications are required:

1)      A Bachelor’s Degree in Management or related field or the equivalent work-related experience. 

2)      3+ years of demonstrated Project Management experience on projects of various sizes and complexity. Demonstrated ability of successfully managing medium scale and complexity projects, preferably in a financial institution.

3)      Project Management Professional (PMP) Certification preferred.

4)      3+ years of demonstrated experience in Microsoft Office Products (Word, Excel, PowerPoint).

5)      Microsoft Project or PPM Tool such as PPM Pro experience preferred.

6)      3+ years of demonstrated ability leading diverse teams and successfully executing on project deliverables.

7)      Demonstrated excellent written and oral communication skills.

8)      Proven ability to effectively communicate with all levels of Business Unit and IT management, both verbally and in writing.

9)      Proven ability to effectively communicate technical information to non-technical staff and vice versa.

10)  Effective organizational and time management skills and strong attention to detail.

11)  Proven critical thinking and problem resolution skills.

12)  Proven decision-making and negotiating skills.

13)  Change control process experience.