The Principal Consultant, Elevated Client Services, is a senior individual contributor role focused on providing strategic subject matter expertise on Servicing functions across ICE Mortgage Technology Solutions. This position will be responsible for leading complex engagements, conducting impact analysis, knowledge transfer, business reviews, internal and external reporting, and program management of initiatives impacting the assigned functional area. The Principal Consultant will guide and mentor senior and junior team members, establish best practices, and ensure alignment of client strategies with product delivery and organizational capabilities.

Responsibilities

Leads business consulting projects, defining strategy and approach to meet specific client requirements and organizational objectives

Expertly configures, research, and documents client needs related to assigned functions while establishing governance frameworks for project delivery

Defines product scope, objectives, and requirements with executive stakeholder alignment. Develops comprehensive specifications and data models for product development and testing

Provides strategic recommendations on best practices, regulatory considerations, and technology changes, positioning clients for long-term operational success

Devises and/or modifies processes and procedures to achieve greater efficiencies and to solve the most complex business process problems related to escrow operations

Conducts a variety of tests such as system, integration, readiness, and acceptance tests using client data to ensure client needs and compliance requirements will be met

Consults directly with client executives and may travel to client sites to facilitate strategic discussions and drive project alignment

Acts as project leader for complex consulting engagements, establishing sub-team structures, defining workflows, and ensuring successful project delivery

Mentors, guides, advises, and reviews the work of Senior Consultants and junior team members, providing coaching and professional development to build organizational capability

Leads the training and enablement of client and technical support personnel on enhancements, new analytics, procedures, and regulatory changes

Identifies opportunities for process optimization, cost reduction, and operational improvements across escrow administration functions

Manages stakeholder communications across multiple organizational levels, translating between executive strategy and technical implementation

Performs other related duties as assigned

Travel to client sites up to 10%

Knowledge and Experience

Comprehensive familiarity with ICE Mortgage Technology products and services

In-depth knowledge of Servicing and Default operations, regulatory requirements

Expert level knowledge of MSP.

Demonstrated expertise in escrow reconciliation, compliance reporting, and escrow settlement processes

Familiarity with Payment Services and Escrow integrations (i.e., Lockbox, Digital Banking, ACH,) and their impact on escrow workflows, preferred

Proven experience leading client engagements and managing project teams

Excellent customer service and relationship management skills that build high levels of trust and satisfaction with internal and external clients at all levels

Exceptional verbal and written communication skills tailored to diverse audiences (e.g., executives, managers, individual contributors)

Advanced proficiency in business modeling, requirements definition, and solution architecture disciplines

Demonstrated ability to estimate work effort, manage project budgets, resource allocation, and ensure successful delivery of complex engagements

Strong mentoring and coaching abilities with a track record of developing junior team members

#LI-MA2 Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.