Manager - Retail Branch Operations - Housing

Core Responsibilities o Investigate, collaborate on, and maintain the operating policies and procedures for the extension of mortgage loans that conform to bank and industry standards. o See improvements to processes and drive the implementation of those improvements with a focus on compliance and efficacy. o Review, respond to, and develop resolutions for compliance related findings for the central unit while serving as first line subject matter expert for daily loan scenario questions. o Interview, hire, train, coach, evaluate and redirect central unit team members for optimal performance of the team and assess and track performance. o Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required. o Monitor and maintain established operations turn time and quality standards across processing, closing o Foster collaborative relationships with internal customers (credit, collections and branch operations units) to ensure optimal communication and focus between sales and operations and within operations. o Stay abreast of changes related to the mortgage industry and bank changes related to the mortgage department and suggest changes to processes to ensure compliance. o Ensure consistency with main operations center policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge. o Seek out new technology options for increased quality and efficiency including due diligence of the vendor and product onboarding. o Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines o Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs