Vice President, Operations Administrative Manager
SECTION I – GENERAL DUTIES Position is responsible for the daily support of functions/process/projects associated with the Prime Wholesale Lending division and Conduit/AFT Functions, including achieving operational goals and objectives relative to customer service satisfaction, quality loan product, process productivity and flow, staffing and profitability though the development and management of the ROC Operations Center. This position supports Broker Wholesale and Conduit/AFT in relationship scope.
SECTION II – EXAMPLES OF DUTIES Essential Job Functions • Develops and reviews appropriate reports to ensure the accuracy of volume, turntimes, cycle times, units per FTE, various operating measurements and appropriate budgetary requirements. This process will include development of edit reports for functional processes to ensure appropriate process flows and compliance with the procedures. • Creation of customer service survey, implementation of it quarterly and identification of results and solutions identified for future improvements. • Works with Department managers to develop and finalize the necessary procedures that are needed for functions, as they occur to ensure maximum quality, productivity/efficiency and cost effectiveness. • As projects/priorities are identified for research and planning, this position is responsible for these process and planning surrounding each project and communicating throughout both the division and the organization. • Maintain open lines of communication with Regional Operations Managers and Department Managers regarding customer training needs, trends (positive and negative), conversion rates, new registrations, etc. • Reviews, monitors and reports underwriter productivity, process and quality as necessary. • Assists in monitoring current Broker/Conduit trends for a quality, service and communicate issues both positive and negative to senior management. • Ensure that all policies/procedures are communicated regularly and effectively and all staff members are adhering to procedures. • Works through and manages the addition of new vendors, their contracts, negotiation of pricing structures, automation of how to use and documentation of appropriate processes. • Coordinates and participates in quarterly meetings within operations to develop strategies for meeting monthly/quarterly operational goals for the Division. • Provides onsight support for any channel/region needs when a manager is unavailable for a specified period of time. • Identifies system requirements in the appropriate operating system to ensure appropriate operational controls. • Create and monitor a process for a corporate help desk for the division escalation of customer and employee issues in a prompt, professional and timely process, including proper communication and reporting within the corporation. • Assist compliance department as needed with Federal/State specific information pertaining to regional lending area and the applicable operating controls. • Provides senior level participation and representation for Operations in the creation of the new operating system – Mortgage Flex.
Secondary Job Functions: • Work with the systems department to improve the processing system for optimum efficiency. This will include the participation in implementation of a new operating system and other automation functions as identified by the corporation. • Travel, when necessary, to maintain operational consistency and improve corporate communications. SECTION III – RELATIONSHIPS Internal Relationships: Interacts with Division management and staff, senior management, secondary marketing staff, servicing department, treasury, accounting, sales staff, underwriting, quality control, compliance, training and policy and procedures group, customer service, human resources. External Relationships: Interacts with brokers, correspondents, title companies, insurance companies, tax authorities, appraisers, flood vendors, MI company vendors, industry competitors, recruiting firms. SECTION IV – BASIC QUALIFICATIONS Education: Experience: • Minimum 15 years operations experience with ten (10) years in management • Exceptional organizational and multitasking skills. • Ability to work independently with minimal supervision. • Very strong leadership skills. • Ability to communicate clearly and effectively at all levels of the organization, both written and verbal including presentation/public speaking skills. • Ability to think ‘outside the box’ when necessary. • A complete understanding of process, risk and operating controls. Specific Skills: Computer literate, specific to excel, word products, various industry operation systems, DU/LP experience, statistical appraisal software experience, etc. Detailed knowledge of mortgage banking practices, federal and state regulations. A bachelor’s degree or equivalent experience.