AVP, Mortgage Servicing Operations

** Job Overview*
* Pen Fed is hiring a (Hybrid) AVP, Mortgage Servicing Operations at our Irving, Texas service center. The primary purpose of this role is to provide day-to-day operational leadership and execution support across assigned Mortgage Servicing functions. The Assistant Vice President (AVP) is responsible for ensuring operational effectiveness, regulatory compliance, risk discipline, and service quality within a defined functional scope, while executing strategies established by VP and SVP leadership.

The role partners closely with senior leadership, Business Controls, Compliance, Finance, and Technology teams to execute strategy, maintain audit and examination readiness, and drive continuous improvement. This position manages teams, implements standardized processes, monitors performance metrics, and supports required controls in accordance with federal, state, investor, and GSE requirements. Decision-making authority is exercised within established governance frameworks, approved policies, and defined escalation protocols;

final strategic, financial, and risk decisions are retained by VP/SVP leadership.

** Responsibilities*
* Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This is not intended to be an all-inclusive list of job duties and the position will perform other duties as assigned.

+ Lead operational execution for assigned mortgage servicing functions, ensuring service level, quality, compliance, and productivity standards are met.

+ Manage and develop managers and staff through coaching, performance management, and professional development.

+ Assist with personnel related matters including recruiting, staffing, performance appraisals, training, counseling and continuing professional development within a matrix managed organization.

+ Foster a culture of transparency and objectivity across all areas of responsibility by creating an environment which facilitates open communication and idea sharing from all levels within the group hierarchy so that employees can be empowered to own rather than simply perform functional responsibilities.

+ Implement sufficient training and automation to ensure continuity of operations.

+ Support implementation of policies, procedures, and controls to meet regulatory, investor, and enterprise requirements.

+ Monitor operational KPIs, risk indicators, and quality results; analyze trends and recommend corrective actions.

+ Partner with Business Controls, Compliance, Quality Control, Finance, IT, and Vendor Management to support audit, examination, and remediation activities; escalate material risk issues to VP/SVP leadership as required.

+ Execute operational change initiatives, system enhancements, and process improvements as directed by senior leadership.

+ Contribute to budget inputs, forecasting data, expense monitoring, and variance analysis within assigned operational scope; does not hold final budget approval authority.

+ Support vendor oversight activities including performance monitoring and issue resolution.

+ Promote a collaborative, member-centric culture aligned with Pen Fed values.

+ Prepare and present operational updates, dashboards, and analysis to VP and SVP leadership.

+ Establish objectives, goals and performance standards for assigned job functions; analyze, develop, revise and implement related policies and procedures and ensure that they are met to produce high performing team members with high retention rates.

+ Oversee and evaluate contemporary best practices, systems and procedures within a matrix-managed organization that spans multiple operational areas.

+ Partner closely with the Office of the General Counsel, TPRM, Procurement, Compliance, Finance, and Accounting to ensure alignment, effective oversight, and operational excellence across all supported functions.

+ Ensure proper risk disciplines are in place to enhance the Credit Union's reputation among stakeholders and our investors.

+ Set strategy based on a thorough understanding of regulatory and contractual obligations while balancing financial accounting and compliance requirements to meet both short term operational needs and long-term organizational objectives.

+ Provide leadership implementing new products or offerings while ensuring adherence to other investors, insurers and guarantor guidelines. Establishing controls with state and federal laws through consistent and thorough inspection.

+ Create, maintain and continuously improve target operating model for physical and electronic mortgage document management, which should adhere to all investor and regulatory requirements, and ensure portfolio risks are known, reported, and always mitigated.

+ Manages the business with traditional contact center performance support metrics and quality standards, including accurate revenue and expense forecasting. Utilizes knowledge of contact center technologies (telephony, quality, training, etc.).

+ Lead members experience attribution and…