Manager Mortgage Operations Excellence - Empower LOS

MANAGER MORTGAGE OPERATIONS EXCELLENCE

This position is responsible for leading critical and high‑visibility cross‑functional initiatives, deploying best practices across the organization, working with other senior leaders to build and execute effective improvement operational initiative roadmaps and execution plans. The role will also provide solutions to initiatives that result in sustainable business improvements impacting process controls, cost reduction, productivity, efficiency, quality and compliance, with the goal of exceeding customer experience and expectations.

The position will be core to setting, organizing and prioritizing all technical and process‑related efforts to align with operational strategy.

• Interact and collaborate with Lending Operations and Line of Businesses to align vision, functionality and roadmap.
• Gain fundamental understanding of operations workflows, constraints, and opportunities to establish Day‑1 Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs).
• Collaborate with Process Improvement Leaders to drive the identification and sizing of process and technical solutions.
• Leverage the Voice of Our Clients (internal and external) as a key integration to prioritize process improvement efforts to reduce client pain points and improve client delivery.
• Develop and maintain solid partnerships with leaders across Residential Lending, US Mortgage Banking, Front Line Sales, and other support groups to empower 360‑degree feedback and transparency of the improvement roadmap.
• Frequently report on end‑to‑end process and technical progress and the improved impact on client experience KPIs and OKRs.
• Own the prioritization of all technical projects and enhancements based on criticality of need and benefit.
• Provide leadership in developing and deploying practical solutions to complex operational and organizational needs.
• Lead the team to deeply understand and document business processes, perform gap analyses, recommend improvements in partnership with department leaders, determine resources needed, and drive results through influence and consensus building across operations teams.
• Set improvement initiative success metrics across dimensions of customer satisfaction, profitability, and internal efficiency/effectiveness, being accountable for the operational excellence team’s successful outcomes in execution of initiatives.
• Lead change management, including team members directly responsible for key change management processes, and provide a consultative role for other change management activities across the division, understanding overlaps, handoffs, and dependencies with other ongoing initiatives.

• Bachelor’s Degree or equivalent.
• Minimum 5 years of management experience leading or supporting bank operations.
• Minimum 8 years of process improvement, project management, or consulting experience.
• Minimum 3 years of experience leading teams to deliver innovative solutions to improve business capabilities.

• Deep understanding of Financial Services Operations with a preference in U.S. Mortgage Banking.
• Prior experience in documenting, mapping, and analyzing business processes; experience capturing insights from data analysis.
• Strong critical‑thinking skills to handle ambiguity and situations with no clear answers.
• Demonstrated ability to build relationships, manage conflict, manage detail, and innovate solutions.
• Experience identifying and directing problem‑management efforts to drive high client‑value opportunities for prioritization within the development lifecycle.
• Strong ability to solve complex process‑related problems and implement creative, innovative solutions utilizing a variety of performance‑improvement principles, tools, and techniques.
• Project‑management skills with proven ability to lead project teams and work streams effectively.
• Strong quantitative, statistical modeling, and data‑analysis skills.
• Excellent interpersonal skills and ability to work with all levels of staff and management.
• Excellent verbal and written communication skills; ability to develop and deliver presentations.
• Strong organizational…