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Operations Regional Manager - Wholesale

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Remote Management Closing Operations role providing leadership in the Wholesale channel within a specific Regional Operations Center.  Scope includes direct management of a closing operation in the Wholesale process.  Direct experience managing large closing operations in a high volume environment, and expertise related to compliance and closing transactions is critical.   Managing the scheduling, pre-close, closing, and funding of 200+/- transactions per day.

Essential Job Functions:

  • This management position is specific to the Wholesale Channel managing remote staff in all phases of the Closing process.    Teams are comprised of Team Leads, Managers, and direct staff.
  • Manage overall operational SLA's (timeliness and quality), pipeline, and client service delivery.
  • Demonstrated history and expertise with strong compliance and control requirements.
  • 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.). 
  • Manage a high volume operations and effectively execute change.
  • Manage direct headcount across the regional center, on—site, off-site, and vendor supported (outsourced) processes.  Outsourced partners must be performance managed to the standards of internal staff from an overall productivity, quality, timeliness, and expense perspective.
  • Flexibility in additional operational management oversight as process scope may change depending on needs and goals of the channel.
  • Manage inventory ensuring loans get closed on time or final actioned appropriately.
  • 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 partners.
  • Proactively and urgently resolves broad operational issues with a focus on exceeding client service expectations.  Focus on purchase business as priority one.
  • Effective load balancing and partnership across regions to ensure consistent service delivery and pipeline management cross functionally across the national footprint.  Manage the channel business with a collaborative and overall team culture.
  • Responsible for budget / expense management and achieving identified operational goals as well as reporting and forecasting for areas managed.
  • Ensure effective and updated procedure documentation is maintained for all key operational processes.
  • Provide Closing 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 customer experience at every operational opportunity.
  • Stay flexible and manage / assist with ongoing operational needs as they become appropriate.

Other Related Duties:

Performs other related duties as assigned.

Supervisory Responsibilities:

Manager of more than one department. Provides first-line management to department. Allocates resources according to priorities. Has Human Resources responsibilities for direct reports. Consults with VP on operational issues. Supervises Leads of functional areas. 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 duty satisfactorily. The requirements listed are representative of the knowledge, skill and/or ability required.

Education and/or Experience:
Masters Degree or equivalent; or ten (10) + years related experience and/or training; or equivalent combination of education and experience. Master's Degree / formal College degree is "preferred" but not required. Formal experience in loan fulfillment CLOSING operations management specifically with demonstrated Wholesale table funded and Wholesale Correspondent purchase production results and knowledge is required.  5+ years of prior management experience. 10+ years related mortgage loan production experience.  Current TRID related / compliance requirements and controls.  Has knowledge of Office / Outlook, Lakewood (or other production LOS), Imaging / paperless document processing, strong with excel.

  • Mortgage Fulfillment CLOSING Operations Management
  • Strong closing knowledge.  Additional processing, credit / underwriting experience a plus.
  • 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, quality)
  • Client service delivery results
  • Excellent communication skills
  • Effective process management / process redesign / change management
  • Leadership skills

Language Skills:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or government 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 fee allocation, discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

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:

Anticipates customer needs and regularly motivates or influences others to deliver customer service excellence. May troubleshoot highly sensitive or confidential issues. Personally ensures problem resolution. Identifies barriers to effective customer service and sets customer service standards. Establishes a customer feedback system and holds self-accountable for customer service excellence within the department

Work Complexity:

Tasks and responsibilities require integration of diverse functional areas and involve variables that are more abstract. Work is substantially complex and varied, and requires the interpretation of technical and detailed guidelines, policies and procedures in combination.