Manager - Retail Operations

As a Regional Mortgage Operations Leader, you will be responsible for providing leadership and direction to the regional mortgage operations unit in order to drive a high-quality customer experience balanced with efficiency, compliance, and consistency. **Key Responsibilities:** - Investigate, collaborate on, and maintain the operating policies and procedures for the extension of mortgage loans that conform to bank and industry standards. - Identify opportunities for process improvements and drive their implementation with a focus on compliance and efficacy. - Review, respond to, and develop resolutions for compliance-related findings for the regional unit while serving as the first-line subject matter expert for daily loan scenario questions. - Interview, hire, train, coach, evaluate, and redirect regional unit team members for optimal team performance and track their progress. - Ensure that quality and production goals are met by monitoring workflow levels and reallocating resources as needed. - Monitor and maintain established operations turn time and quality standards across processing, underwriting, and closing functions. - Foster collaborative relationships with regional sales and operations units to ensure effective communication and alignment between the teams. - Partner with sales production staff and internal/external departments to set loan performance expectations, monitor quality assurance, and ensure timely processing, underwriting, and closing workflows. - Stay updated on changes in the mortgage industry and bank regulations related to the mortgage department, and recommend process changes to ensure compliance. - Collaborate with sales managers to enhance communication and alignment between sales and processing teams. - Ensure consistency with main operations center policies, procedures, and workflows while adapting market-specific practices for a competitive edge. - Explore new technology options to enhance quality and efficiency, including vendor due diligence and product onboarding. - Maintain zero critical and repeated audit observations and resolve customer complaints within defined timelines. - Analyze operational scorecards to identify root causes of exceptions, trends, training opportunities, and performance development needs. You will play a crucial role in leading the regional mortgage operations unit towards achieving operational excellence, compliance, and customer satisfaction.,