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Operations Regional Manager - Wholesale

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Operations role providing management / leadership in the Wholesale channel. Scope includes client facing specific fulfillment operations that may include processes supporting the Setup, Client Support (decision process), Closing, Post Closing, and/or Wholesale Correspondent Purchase process. Covers workflow across 1 or more regional operations centers (ROC). Reports direct to the National Wholesale Operations Manager to set the strategic direction and directly manage segments of the overall process of the fulfillment center(s). Collaborates and maintains effective partnerships with key business partners to drive profitable revenue growth and improve end to end loan quality. Proactively resolves broad operational issues and coordinates activities and processes within line of business/operations segments. Responsible for budget/expense management and achieving identified operational goals as well as reporting and forecasting for areas managed. Functions managed have high exposure to regulatory and compliance risk. Focus on client service delivery, and establishing best in class service to leverage this as a strength and additional sales opportunity. An obsession with continually improving and client service delivery is a must.

Essential Job Functions:

  • This management position is specific to the Phoenix Arizona Regional Operations Center managing Client Service / Support, Closing, Post Closing, and Wholesale Correspondent Purchase functions.

  • Manage overall operational SLA's, pipeline, inventory aging, and client service delivery.

  • Builds and maintains high performance organization; effectively manage employee performance (people management)

  • Focus on continuously improving products and customer service levels, and provide recommendations that improve vital performance metrics (i.e., cost per loan, loans per FTE, SLA’s / timeliness, quality, compliance, etc.). Freedom Wholesale is a sales driven, high touch, high service level model.

  • Manage direct headcount across the regional center, on-site, off-site, and vendor supported (out-sourced) processes.

  • Manage condition clearing pipeline of loans ensuring loans get closed and/or purchased timely.

  • Effectively manage risk/control - Provide strong control and governance demonstrated by successful audits and regulatory reviews. Successfully completes and has subordinates complete training on compliance and controls. Manage adherence / control mitigating high exposure regulatory and compliance risk.

  • Collaborates and maintains effective partnerships with key sales and credit partners. Matrix reporting relationship with multiple Regional Sales Managers. Critical responsibility to ensure credibility and confidence with sales partners.

  • Proactively resolves broad operational issues and coordinates activities and processes within line of business/operations segments.

  • Effective load balancing and partnership across regions to ensure consistent service delivery and pipeline management cross functionally across the national footprint.

  • Responsible for budget / expense management and achieving identified operational goals as well as reporting and forecasting for areas managed.

  • Ensure effective, accurate, and updated procedure documentation is maintained for all key operational processes.

  • Provide operations team Leadership across the center and act as a center role model for staff. Display leadership skills and establishes an inclusive and positive team oriented work environment, and treat managers, peers and subordinates with respect.

  • Effectively manage change and project / initiative execution.

  • Manage client service delivery / support and a superior customer experience at every operational opportunity.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

Manager of multiple cross functional departments covering a wide variety of operational subject matter expertise requirements. Provides first-line management to department. Allocates resources according to priorities. Has Human Resources responsibilities for direct reports. Consults with senior leadership on operational issues and strategic decisions. Has major budget and expenditure authority. Develops and recommends policy for the department or program.


To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education and/or Experience:

  • 7+ years mid to senior level management experience required
  • Processing, credit / underwriting experience required
  • People management. Successful track record attracting, developing and retaining highly talented production teams

  • Financial management / budget management accountabilities

  • Mortgage compliance / risk management

  • Pipeline management

  • Performance management accountability (financial, SLA, production, pipeline / aging, and quality)

  • Client service delivery results

  • Excellent communication skills

  • Effective process management / process redesign / change management

  • Leadership skills