Client Compliance Manager

Position Overview

The Client Compliance Manager (Second Line of Defense) is responsible for leading and overseeing independent compliance oversight activities related to client contract adherence, billing practices, and contractual performance obligations. This role provides strategic direction, credible challenge, and escalation of risk issues associated with client billing and contractual compliance, ensuring alignment with contractual requirements, regulatory expectations, and internal compliance standards.

The Manager operates independently from first-line execution, overseeing risk-based monitoring, approving methodologies, guiding issue remediation, and advising senior leadership on emerging risks and control effectiveness. This role is accountable for the effectiveness, consistency, and governance of client compliance oversight activities.

Key Responsibilities

• Provide strategic leadership and direction for second-line oversight of client contractual compliance and billing practices.

• Oversee the design, execution, and quality of risk-based compliance reviews performed by Client Compliance Analysts.

• Ensure appropriate separation from first-line execution while maintaining effective oversight and partnership.

• Set priorities, allocate resources, and ensure timely completion of oversight activities.

• Oversee complex review and interpretation of client contracts, Statements of Work (SOWs), and servicing agreements to identify material compliance risks and contractual obligations.

• Provide final determination and escalation on disputed or ambiguous contractual interpretations, including pricing, allowable fees, reimbursable expenses, and service level requirements.

• Serve as a subject matter expert and advisor to stakeholders on contractual compliance risk.

• Oversee risk-based billing and expense compliance testing strategies to assess adherence to contractual terms and guidelines.

• Review, challenge, and approve conclusions related to billing accuracy, fee appropriateness, and expense reimbursability.

• Assess systemic control effectiveness and identify trends, root causes, and emerging risks across client billing practices.

• Ensure issues are appropriately documented, escalated, and tracked through remediation.

• Oversee monitoring of adherence to key contractual deliverables, including required reporting, audit timelines, and client notification requirements.

• Evaluate whether controls are sufficient to ensure timely, accurate, and compliant fulfillment of contractual obligations.

• Escalate material risks associated with missed, delayed, or deficient deliverables.

• Synthesize monitoring results and issue trends into executive-level reporting for senior management and governance forums.

• Provide independent risk assessments and credible challenge to first-line management.

• Support governance committees by presenting insights on control effectiveness, emerging risks, and remediation progress.

• Manage, coach, and develop Client Compliance Analysts.

• Review and approve work products, methodologies, and conclusions.

• Promote a strong culture of risk awareness, professionalism, and independent judgment.

Qualifications

• 5–7 years of experience in mortgage servicing, client compliance, audit, risk management, and/or contract oversight.

• Prior experience leading compliance, audit, or risk oversight activities preferred.

• Demonstrated ability to exercise discretion and independent judgment on complex contractual and compliance matters.

• Strong communication skills with the ability to influence senior stakeholders.

• Bachelor's degree in finance, Accounting, Business Administration, or a related field required.

• Advanced degree or relevant professional certifications preferred.