At Freddie Mac, you will do important work to build a better housing finance system and you'll be part of a team helping to make homeownership and rental housing more accessible and affordable across the nation.

Position Overview:

Are you interested in joining a diverse team responsible for the delivery of meaningful services to individual customers and critical business units? This Business Process Lead role is a platform for an experienced management professional to develop and refine client liaison skills, build and strengthen relationships, manage a range of business and fitness services while improving standards and enhancing the programs. The role is responsible for measuring business performance, driving program innovations and enhancing customer experience. The services within this role include, but not limited, to mail, shipping, reprographics, document storage and fitness services. Apply now and learn why Freddie Mac is #HomeToMore!

• Management of day-to-day mailroom and reprographics center services and fitness center activities.
• Serve as customer contact on service-related issues; track and ensure timely resolution.
• Provide, and track, resolutions to day-to-day operational challenges.
• Collaborate with internal resources to resolve challenges and implement projects.
• Manage applicable website and Teams channel content for accuracy and compliance to standards.
• Maintain Standard Operation Procedures & Key Performance Indicator documentation for processes, procedures and vendor service delivery.
• Develop and maintain a network of key relationships with customers and business areas.
• Facilitate vendor invoice review and approval process.
• Responsible for on-boarding / off-boarding of contractor staff in compliance with corporate policies and procedures.
• Continuously evaluate programs to minimize risk while protecting company's assets & reputation.
• Use data and observations to recommend and implement changes that enhance processes, improve customer experiences and increase efficiencies.

• Manage vendors in an effective manner ensuring compliance with contract, Enterprise Supply Chain (ESC), and campus policies and guidelines.
• Maintain weekly, quarterly and annual meetings with vendors monitoring performance.
• Hold vendors to standards for high quality services and products.
• Actively work, along with Director, with vendors on positive solutions to problems, program improvements and providing customers with a great experience.
• Collaboratively develop Standard Operation Procedures and Key Performance Indicators.
• Responsible for drafting Scopes of Work and ensuring contracts are updated accordingly.
• Responsible for following Enterprise Supply Chain processes for projects, contracts, requisitions and purchase orders.
• Acts as the principal customer contact on contracts and performs project leadership roles.
• Along with Director, act as liaison between customers and contract service providers.
• Lead, in collaboration with Enterprise Supply Chain, Requests for Information and Proposals, including scopes of work, proposal evaluation and analysis, and bidder selection.

• Manage and maintain key performance indicator and metrics reporting and performance monitoring for mail, shipping, reprographics and fitness - tracking performance and creating action items to continually improve performance to drive customer experience.
• Monitor, document and report on all aspects of mail, shipping, reprographics and fitness operations including quality controls, customer service programs, service performance standards, safety and sanitation guidelines, and equipment repair/replacement.
• Collaborate with Director on performance to budget and forecasts.
• Organize and manipulate data for analysis to create reports and communicate trends, areas for improvement and other metrics.

• A minimum of 7 years of experience in a service environment in a corporate campus setting.
• Experience in operations and vendor/contract management.
• Proven track record in project leadership and vendor engagement.
• Experience in managing, and oversight of, day to day operations with an eye towards service, strategy, communications, quality and standards.
• Experience driving vendor-partners to deliver quality in a cost-conscious manner.
• Skilled in prioritizing, organizing and leading multiple tasks and activities in a large, complex organization.
• Experience in developing and analyzing competitive bid processes.
• Experience in data, analytics and reporting.
• Understanding of technology to assess and make recommendations to enhance the customer experience.
• Bachelor's Degree or equivalent experience.

• Strong interpersonal and written communication skills.
• Detail oriented, with drive and determination to deliver first class services.
• Works under limited direction.
• Ability to recommend approach to solutions.
• Ability to work cross functionally and with multiple levels within an organization.
• Positive outlook with a solution driven approach.
• Advanced skills in Word, Excel and Powerpoint.