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Operations Manager
Freedom Mortgage
Phoenix, AZ, United States
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The Wholesale Operations Manager role provides leadership support for a specific function within a Wholesale regional operations center. Scope includes client facing operations management of specific function(s) from Setup through Closing with 25+ FTE. Works with the Regional Wholesale Operations Manager to achieve the strategic direction and manage process of a specific Wholesale fulfillment function. Collaborates and maintains effective partnerships with key partners to meet quality, productivity, and inventory management goals. Proactively resolves operational issues and coordinates activities and processes within a function. Responsible for achieving identified operational goals as well as reporting. Functions managed have high exposure to regulatory and compliance risk. Responsible for monitoring the functional pipeline and support production management to ensure loans move through the process in an efficient, and effective manner.
Essential Job Functions may include:
• Drive operational excellence and client service delivery.
• Provide customer service that focuses on the needs of clients and will serve as an extension of the Regional Operations Manager acting on their behalf.
• Monitors pipelines, inventory, and aging.
• Manages team and individuals to meet / exceed quality and productivity performance.
• Builds and maintains high performance function; effectively manage employee performance (people management).
• Provide individual and team training as needed. Assist in design, development, and delivery of training materials that effectively train individuals to perform required tasks. Ensure teammates meet all required annual training requirements.
• Execute project / initiative improvements effectively, and on-time.
• Ensure adherence to all policy and procedures.
• Display leadership skills and establishes an inclusive and positive team oriented work environment and treat managers, peers and subordinates with respect
• Effectively manage risk / control: Provide strong control and governance demonstrated by successful audits and regulatory reviews. Manage adherence / control mitigating high exposure regulatory and compliance risk.
• Proactively resolves operational issues and coordinates activities and processes within line function.
• Effective load balancing and partnership across regions or functions to ensure consistent service delivery. As appropriate manage pipelines cross functionally across the footprint.
• Focus on continuously improving products and customer service levels
• Demonstrate integrity, judgment and ethics in daily business activity
• Ensure effective and updated procedure documentation is maintained for all key operational process.
• Be a role model for client service delivery and instill the culture:
◦ Listen
◦ Take ownership
# Even if the issue / question is not your job
# You, nobody else
# No hand-offs and washing your hands
◦ Commit
# "I'll have this done by..."
# "You'll hear back from me by…"
◦ Resolve
# Be empathetic. Show appreciation. Thank them for their business.
# As if there’s anything else you can help with.
# Escalate as needed if resolution is not satisfactory.
◦ Communicate
# To everyone involved who might care
Other Related Duties:
Performs other related duties as assigned.
Supervisory Responsibilities:
Manages staff and carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required.
Ability to communicate effectively and professionally (both oral and written) with clients.
Ability to handle difficult scenarios when they arise and diffuse situations accurately with a positive outcome.
Must be dependable and responsible to work in a remote location; proficient at process flow management.
Education and/or Experience:
High School Diploma or GED and 5+ years of related experience and/or training; or equivalent combination of education and experience.
College Degree Preferred
10+ years of closing experience in the first mortgage space is desired
Other preferred experience:
Knowledge specific to:
Production and quality of Wholesale closing,
Document creation
CD creation and compliance requirements
Funding
Wholesale Correspondent purchase process
Post Closing