Overview
Reporting directly to the Senior Vice President of Mortgage, the Director of Mortgage Operations is responsible for overseeing and optimizing all aspects of the mortgage operations process. This senior leadership role will manage and coordinate the activities of the Processing, Closing, Quality Control and Risk, and Servicing departments to ensure efficient, compliant, and member-focused mortgage operations. The Director will drive strategic initiatives to enhance operational efficiency, maintain high-quality standards, and support the Credit Union's overall mortgage lending objectives.
Responsibilities
- Strategic Leadership: Develop and implement strategic plans for mortgage operations that align with the Credit Union's overall goals and objectives. Continuously evaluate and improve operational processes to enhance efficiency and member experience.
- Collaborative Leadership: Works closely with the Director of Sales and Underwriting management to ensure a collaborative and supportive environment acutely focused on maximizing the member and team experience.
- Employee Development: Implement comprehensive employee development programs that nurture individual strengths and promote personal and professional growth across all operational teams.
- Empathetic Management: Lead with empathy and authenticity, building trust and fostering open communication within the team and across departments.
- Team Management: Directly oversee and mentor the Processing Manager, Closing Manager, Quality Control, Risk, and Servicing Manager. Foster a culture of collaboration, innovation, and excellence across all mortgage operations teams.
- Process Optimization: Identify opportunities for process improvement and implement best practices across all stages of the mortgage lifecycle, from application to servicing.
- Risk Management: Work closely with the Quality Control and Risk Manager to ensure all mortgage operations adhere to regulatory requirements, internal policies, and industry best practices. Implement and maintain robust risk management protocols.
- Technology Integration: Collaborate with Technology and relevant stakeholders to implement and optimize mortgage technology solutions that enhance operational efficiency and improve the member experience.
- Performance Management: Establish key performance indicators (KPIs) for each operational area and regularly monitor progress. Implement strategies to address any performance gaps and capitalize on successes.
- Vendor Management: Oversee relationships with key vendors and service providers in the mortgage space, ensuring they meet the Credit Union's standards for quality, compliance, and efficiency.
- Reporting and Analysis: Provide regular reports to senior leadership on operational performance, risk management, and strategic initiatives. Offer data-driven insights to inform decision-making at the executive level.
- Member Experience: Ensure that all operational processes are designed with the member experience in mind, balancing efficiency with high-quality service delivery.
Incorporate credit union policies and procedures to ensure all mortgage operations conform to applicable regulatory and credit union-mandated standards.
Perform other duties as assigned by the Senior Vice President of Mortgage.
Knowledge, Skills and Abilities
- Comprehensive understanding of end-to-end mortgage operations, including processing, closing, quality control, and servicing.
- Strong leadership skills with the ability to motivate and guide diverse teams towards common goals.
- In-depth knowledge of mortgage industry regulations, compliance requirements, and risk management practices.
- Excellent analytical and problem-solving skills, with the ability to make data-driven decisions.
- Strong project management skills and experience in implementing large-scale operational initiatives.
- Proficiency in mortgage technology systems and a forward-thinking approach to technology integration.
- Exceptional communication skills, both written and verbal, with the ability to effectively communicate with staff, leadership, and external partners.
- Strategic thinking capabilities with a focus on long-term operational excellence and scalability.
- Talent for creating a collaborative, inclusive, and positive team environment that fosters personal and professional growth.
- Ability to lead with authenticity and transparency, building trust and loyalty within the team and with cross-functional partners.
- Skill in recognizing and nurturing the unique strengths of each team member, promoting a culture of mutual support and shared success.
Qualifications
- Bachelor's degree in Business Administration, Finance, or a related field preferred.
- 8+ years of experience in mortgage operations, with at least 5 years in a senior management role.
- Proven track record of successfully leading and improving mortgage operations in a financial institution.
- In-depth knowledge of mortgage regulations, including TILA-RESPA Integrated Disclosure (TRID), Fair Lending laws, and other relevant regulations.
- Experience with mortgage origination and servicing platforms, as well as other relevant technologies.
- Strong understanding of financial and operational metrics in the mortgage industry.
- Certifications such as Certified Mortgage Banker (CMB) or similar industry recognitions are a plus.
At OnPoint, we believe a workplace that reflects the richness of the world fosters a welcoming and empowering environment for everyone. We're committed to equity and inclusion, and consider all qualified applicants embracing every race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and your unique background.
We encourage you to apply if you're passionate about this opportunity and have the core qualifications. Your unique experiences and skills are what make you a strong candidate. Don’t let imposter syndrome hold you back! Our recruitment process is designed to be inclusive and accessible to all. If you need any accommodations during the application or interview stage, please let us know. We're dedicated to providing what's necessary to ensure a fair and inclusive experience.
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