Divisional Operations Manager - Retail

This is a fully remote position, open to applicants in United States.

📋 Description

• Develops production and quality control standards, ensuring both Sales and Operations teams adhere to a performance service level agreement (SLA) and conduct regular audits.

• Oversees and adjusts processing pipelines, workloads, and volume levels to achieve balance and efficiency, presenting a processing capacity plan to consistently meet quality, branch production goals/KPT’s/locks, and service levels.

• Identifies Operations personnel who are falling short of performance standards and collaborates with the Branch Manager to coach, develop, and enhance processing performance, executing an action plan to improve LOA/TA/TC’s performance based on quality and efficiency metrics.

• Reviews and audits incoming loan applications before submission to the processing and underwriting teams to ensure completeness and borrower engagement.

• Monitors and informs the Sales Team about expiring locks and assists in resolving lock mismatches; addresses or escalates file-level issues as necessary.

• Evaluates UW and Closing Document rush requests and elevates them to Executive Support, Underwriting Managers, Closing Managers, and EVPs.

• Actively participates in forecasting and surpassing branch projections.

• Tracks and monitors monthly funding projections for each branch.

• Analyzes Octane reports, keeping track of daily, weekly, and monthly production reports, and effectively communicates the status to all departments.

• Addresses, resolves, and promptly responds to any consumer concerns related to the loan approval and processing phases or overall consumer experience as required.

• Manages the loan pipeline to ensure there are no aged loan files, and that loans meet all deadlines along with service and quality expectations.

• Conducts weekly and monthly pipeline meetings with the Branch Manager to discuss production status and policy updates.

• Oversees time cards, commissions, discretionary bonus requests, lead source changes, and other HR matters for direct and indirect reports, including Sales, Operations, and Marketing.

• Aids in the recruitment process by participating in interviewing, onboarding, hiring, and training of all team members, as well as managing performance within the transaction management team.

• Alerts the Executive Team and SVPs regarding any operational staff performance or training concerns that arise.

• Communicates training requirements to the management team as necessary.

• Effectively manages performance reviews, corrective actions, and coaching for Operations staff.

• Facilitates team and individual employee meetings in a professional and efficient manner.

• Supervises the planning, implementation, hiring, and recruitment of the division marketing team, offering coaching and direction for new sales campaigns and marketing strategies aimed at growth.

• Additional duties may be assigned.

⛳️ Requirements

• Proven working knowledge of federal and state guidelines, rules, and regulations such as RESPA, TILA, HMDA, etc.

• Ability to uphold a high level of professionalism, customer service, and communication with all parties involved in the loan process.

• Proficient in Octane and all other third-party settlement service provider functions necessary for job completion.

• Strong computer skills.

• Must be skilled in MS Windows, Excel, Google G-Suite, and Outlook.

• Intermediate Excel skills are advantageous.

• Familiarity with commonly used terminology, concepts, practices, and procedures within the mortgage industry.

• Capability to meet deadlines while working under pressure.

• Ability to effectively manage multiple tasks and projects in a fast-paced environment.

• Capacity to work independently or collaboratively as part of a team efficiently.

• Proficient in analyzing loan account-related issues and formulating solutions.

🏝️ Benefits

• Competitive compensation package

• Career advancement opportunities

• Commitment to being a relevant market leader - aiming for the top!

• Access to Octane, our proprietary technology that is revolutionizing the mortgage industry

• An empowering culture where your ideas are valued and your voice is heard

• Comprehensive benefits, starting the first day of the month following your start date, including Medical, Dental, Vision, Life, Disability Insurance, and more

• Generous paid time off package that includes all major holidays

• 401(k) with a 50% match up to a maximum employee contribution of 5% - effective on the first of the month following 30 days of employment