Scope/Purpose of the Position
The Divisional Operations Manager oversees all operations personnel within the Division. Their primary focus is managing the day-to-day operations of the loan process including but not limited to: the customer experience, efficiency, and manufacturing quality of the loan process in their division, without repurchase risk. The Divisional Operations Manager is fully knowledgeable of the company products and can apply this knowledge to the division's initiatives.
Key Responsibilities and Essential Functions
Prepare and deliver regular, ongoing meetings with Direct Reports to review productivity, ensure policies are followed, handle outstanding issues in the field, and communicate updated information needed for them to perform their job responsibilities.
Oversee and ensure compliance with the implementation of policy, procedural and workflow changes in accordance with Corporate Initiatives.
Conduct ongoing risk analysis through active inquiry, customer and date analysis and action plan development.
Communicate and interact with the sales leaders within the division to ensure all SLA's are being met and resolve any Operational challenges
that exist. Partner them in meeting potential sales associates, attending sales meetings, etc.
Resolve escalated internal and external customer conflicts promptly and with a high degree of service.
Maintain and manage to all SLA's and productivity metrics as well as defect rate.
Work with operations departments to develop and implement process improvements/policy changes.
Mange all requirements for QA, QC, Compliance and Post Closing delivery.
Understands and adheres to all department, division, and corporate policies and procedures as it pertains to their job responsibility.
Responsible for the day-to-day operations of the department working with staff, which includes, but is not limited to:
Coaching, directing, developing, and motivating staff to perform at their best. Creates a positive work environment; sets clear objectives and monitors performance;
Load levelling of work within department.
Evaluating Associate performance on a regular basis to provide constructive feedback to improve and/or enhance performance.
Conducts performance evaluations in accordance with the company policy.
Training of new hires and the ongoing mentoring of existing staff.
Holding staff accountable to established performance levels to achieve individual and group goals and maintain consistent practices.
Reviewing staffing needs and interviewing and hiring candidates
Communicates clearly and proactively with department to ensure consistency.
Maintain appropriate staff levels to hit productivity, quality and service goals.
Review reports and provide responses as required.
Work Experience and Knowledge, Skills and Abilities
Knowledge of mortgage lending process and products
Knowledge of disclosure process requirements by state
Excellent level of oral and written communication skills. Ability to communicate across a variety of audiences.
Excellent analytic skills, attention to detail, and ability to work within time constraints.
Professional and effective interpersonal skills; Solid-decision making skills with display of professionalism in maintaining confidentiality. Ability to build strong relationships with internal business partners to achieve success.
Excellent computer skills and the ability to function in a windows environment
Proven ability to motivate, develop, coach and mentor staff at all levels.
Ability to direct and manage through superior leadership skills.
Ability to rapidly acquire detailed knowledge of departmental policies, practices and procedures.
Ability to be assertive, persuasive while managing the bottom line.
Ability to establish credibility and be decisive while recognizing and supporting the company's preferences and priorities.
Ability to supervise and manage the workflow of subordinate(s) through superior leadership skills.
Strong time management skills, fast learner, self-motivated, and comfortable taking initiative and handling multiple projects simultaneously.
Committed to taking responsibility and ownership for agreed actions and delivery.
Five (5) years of experience working in a senior operations management capacity
S Degree preferred.