The Mortgage Operations Manager, Senior is responsible for the oversight of United’s mortgage-related activities, including a customer service unit, HMDA/CRA data input, and an insurance tracking function along with the professional, technical, supervisory, and/or production personnel assigned thereto, and other units or functions as may be assigned from time to time. S/He creates plans and sets priorities to align with the strategic direction of Operations overall, the availability of resources, and production challenges that may occur from time to time. S/He provides technical guidance to employees, colleagues, and customers, as needed, and fulfills compliance and risk management responsibilities within assigned areas of responsibility.
•Works through assigned staff to deliver accurate, efficient, and timely results that comply with Bank policy/procedures, including Compliance and Risk Management requirements such as annual HMDA reporting, in a large or complex operating environment.
•Collaborates with vendors, service partners, and industry leaders to develop strategies to improve efficiency, reduce risk, and/or improve the customer experience and obtains support for same from senior Operations management.
•Creates and maintains a positive and professional work environment for assigned staff, including the creation and delivery of training and feedback programs necessary to develop subordinates capable of assuming additional responsibility within the organization.
•Works with support staff, both internal and vendor-based, to address production problems and provide enhanced service through controlled changes to system parameters, procedures, workflows, and available options. Ensures all changes are tested, documented and communicated prior to implementation.
•Provides input to annual budgets and ensures that controllable expenses, including compensation, supplies, travel, and telecommunications are reasonable and appropriate.
•Defines, analyzes and reports on service levels, key volume indicators, and key risk indicators as may be needed from time to time to effectively manage assigned functions. Initiates action to address adverse performance issues.
•Understands and actively assesses risk and compliance issues within assigned area of responsibility and reports/resolves them, as appropriate; is aware of reasonably anticipated threats and prepares accordingly; identifies and implements changes needed to ensure regulatory compliance in areas under direct control; collaborates with other departments involved in mortgage lending and other assigned functions.
•Represents the Bank in audits and examinations of Mortgage Operations and related areas; respond to requests for information from designated departments or agencies.
•Assist the Operations Director in the overall oversight of the Loan Support functions including loan documentation and consumer support.
•High school diploma and a minimum of six (6) or more years of management or related banking experience with an emphasis in Operations; a college degree may reduce the prior experience requirement to three (3) years for certain positions.
•Familiarity with Operations management (production scheduling, capacity analysis, process improvement, quality management, etc.) is required.
•Familiarity with bank regulations or a demonstrated ability to understand and comply with regulations in a comparable area (e.g., insurance, brokerage, mortgage, etc.) is required.
•Strong supervisory skills; ability to motivate and manage employees (hiring, training, feedback and corrective action).
•Ability to effectively interact with all levels of the organization, including senior management, using both written and verbal communication.
•Ability to identify and resolve problems using good judgement with respect to issues/circumstances; good organizational skills with the ability to multi-task.
•Proficiency in Microsoft Office products (Word, Excel) is required.
KEY COMPETENCIES (in alphabetical order):
•Analysis – securing relevant information and identifying key issues and relationships from a base of information; relating and comparing data from different sources; identifying cause-effect relationships.
•Builds High Performance Organizations – chooses, develops and motivates individuals and teams capable of exceptional levels of performance over extended periods of time; builds partnerships with customers and colleagues.
•Collaboration – working effectively with others in the organization outside the line for formal authority (such as peers in other units or senior management) to accomplish organizational goals and to identify and resolve problems.
•Communication – expressing ideas effectively in individual and group situations; adjusting language or terminology to the characteristics and needs of the audience.
•Drives for Results – consistently and vigorously holds self and others accountable for meeting goals and performance levels that are critical for the long-term health of the business.
•Judgement – committing to an action after developing alternate courses of action that are based on logical assumptions and factual information and that take into consideration resources, constraints and organizational values.
•Manages Risk – understands and addresses various forms of risk1 that are integral to operating processes; maintains a level of risk consistent with approved business objectives.
•Planning and Organizing – establishing a course of action for self and others to accomplish a specific goal; planning proper assignments of personnel and appropriate allocation of resources.
•Sets Strategic Vision and Direction – quickly develops and champions a compelling analysis/vision of what needs to be done that is consistent with the available information and that is readily understood by stakeholders.
•Technical/Professional Knowledge – having achieved a satisfactory level of technical and professional skills/knowledge in job-related areas; keeping abreast of current developments and trends in area of expertise.
•Sitting for extended periods of time.
•Sufficient dexterity of hands and fingers to efficiently operate a computer keyboard, mouse and other computer components.
•Ability to converse and exchange information with all levels of staff within organization.
•Ability to observe, perceive, identify, and translate data
•Ability to travel via air, rail, automobile and/or bus.