Operations Support Manager

Oversees and directs all aspects relating to loan service operations. Directly supervise multiple staff by enforcing policies, standards, and procedures to support the successful achievement of departmental goals and objectives. Develops, maintains, and fosters an understanding of and coordinates relationships with all levels of company management.

ESSENTIAL FUNCTIONS AND BASIC DUTIES

1. Directs, coordinates, and manages the work and performance of staff members in an organized manner to achieve the corporate goals as set by senior management.
Performs interviewing and hiring of new staff members.
Conducts performance evaluations and counseling of staff members.
Assists staff members in carrying out their responsibilities.
Resolves conflicts between staff members.

2. Manages and monitors all aspects of loan processing functions.
Implements and maintains systems and procedures for tracking, filing, and monitoring the progress of loan packages.
Monitors staff production to ensure loan packages are processed within established company turn times.
Oversees quality of staff work to ensure compliance with internal guidelines and external regulations.
Ensures all loan packages are complete and meet investor/portfolio requirements
Works closely with other departments to resolve customer conflicts and ensure customer satisfaction.

3. Develops and implements training programs to ensure staff are sufficiently prepared to satisfy customers

4. Schedules projects, evaluating their cost, architecture, and impact on the organization.
Manages and/or works on unusually complex projects to provide both tactical and strategic direction.
Provides direction that is highly innovative and achieves utmost quality results by considering many options, adopting a flexible mindset, and demonstrating tolerance for ambiguity.

SUPERVISORY REQUIREMENTS

Position requires supervisory responsibility. Responsible for the following:
Performs interviewing and hiring of new staff members.
Conducts performance evaluations and counseling of staff members.
Assists staff members in carrying out their responsibilities.
Resolves conflicts between staff members.


Requirements:

EDUCATION/CERTIFICATION

REQUIRED
Bachelors degree from a four-year college or university.
5 to 8 years of increasingly responsible experience in applicable area(s) of expertise.
2 or more years of mgmt experience in a banking/mortgage banking environment or equivalent combination of education, experience and management experience.

PREFERRED
Masters degree.
5+ years Mortgage banking experience.