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Operations Manager

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The Mortgage Operations Manager is responsible for managing the entire loan process. Coordinate the operational and personnel development within operations.  Serve as an escalation point for team leads to help solve issues that arise in the loan process.  Assist to effectively manage the work load to meet or exceed established service levels.  Ensure all staff is properly trained in all areas of the loan process.

Essential Job Functions:

  • Manage all operation departments by possessing and demonstrating strong supervisory skills.
  • Manage a department of staff members.
  • Monitors file flow to ensure SLA's are consistently met or exceeded.
  • Ensure loans are originated and closed in compliance with the underwriter's approval as well as all federal and state regulations.
  • Manage and redistribute workload when necessary to maintain established service levels and ensure a positive customer service experience.
  • Monitoring daily, weekly and monthly production reports
  • Allowing constant accessibility to take on immediate issues/concerns which need immediate attention.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

This job is responsible for supervising a team of processors.

Education and/or Experience:

  • High School diploma or equivalent required.  College degree preferred
  • Minimum of 5 - 7 years mortgage operations management experienced
  • Demonstrated leadership qualities with the ability to provide vision and inspiration to peers and others
  • Full understanding of all Product Types (FHA, VA, Conventional & USDA)
  • Familiar with a variety of mortgage banking concepts, practices and procedures. Working knowledge of compliance regulations
  • Proficient with MS Office
  • Ability to work in a high paced team environment, recognizes and acts on changing priorities
  • Ability to work extensive hours during high volume
  • Strong verbal and written communication skills
  • Demonstrated analytical skills
  • Prioritization skills
  • Performance Management experience


Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Mathematical Skills:

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations

Reasoning Ability:

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.


Customer Service Relationships:

Assesses and diffuses problem situations and requires influencing others to reach consensus. Requires tact and diplomacy to handle difficult customer relationships. Explores alternatives and creative solutions to meeting the needs of customers.


Work Complexity:

Tasks are multiple and diverse with some interrelationship across processes. Work requires the direct application of a variety of procedures, policies and/or precedents.

Work Environment:

Work is normally performed in a typical interior work environment which does not subject the employee to any hazardous or unpleasant elements.

Employer’s Rights:

This job description does not list all the duties of the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based upon your performance of the tasks and functions listed in this job description. The employer has the right to revise this job description at any time. The job description is not a contract for employment, and either you or the employer may terminate employment at any time, for any reason.