Manager - Retail Operations

As a Regional Mortgage Operations Leader, you will play a crucial role in driving a high-quality customer experience while ensuring efficiency, compliance, and consistency. Your responsibilities will include: - Investigating, collaborating on, and maintaining operating policies and procedures for mortgage loan extensions that align with bank and industry standards. - Identifying process improvements, implementing them with a focus on compliance and effectiveness. - Reviewing, responding to, and resolving compliance-related findings for the regional unit, serving as the primary subject matter expert for daily loan scenario questions. - Interviewing, hiring, training, coaching, evaluating, and redirecting regional unit team members to optimize team performance. - Monitoring workflow levels, ensuring quality and production goals are met, and reallocating resources as needed. - Maintaining established operations turn time and quality standards across processing, underwriting, and closing. - Building collaborative relationships with regional sales and operations units to enhance communication and focus. - Partnering with sales production staff and internal/external departments to set loan performance expectations and ensure quality assurance and timely processing. - Staying updated on mortgage industry and bank changes, suggesting process improvements to maintain compliance. - Collaborating with sales managers to enhance communication and focus between sales and processing teams. - Ensuring consistency with main operations center policies, procedures, and workflow, while adapting market-specific practices for a competitive edge. - Exploring new technology options for improved quality and efficiency, including vendor and product due diligence. - Maintaining zero critical and repeated audit observations and resolving customer complaints within defined timelines. - Analyzing operational scorecards to identify root causes of exceptions, trends, training needs, and potential system enhancements. This job requires strong leadership skills, attention to detail, and a commitment to continuous improvement in mortgage operations.,