Mortgage Servicing Operations Manager; Performing Loans

Position Summary:

The Mortgage Servicing Operations Manager is a key leadership role responsible for supporting the strategic direction and daily operations of Performing Loans. This position demands a high level of creativity, agility, and problem-solving ability to navigate evolving regulatory landscapes, investor requirements, and customer expectations. This professional has experience managing a servicing portfolio of 5,+ loans with an agency or investor driven environment.

The Mortgage Servicing Operations Manager will lead by example, fostering a culture of continuous improvement, collaboration, and service excellence driving team development, operational integrity, and contribute meaningfully to departmental planning, compliance oversight, and risk mitigation.

• Manage daily operations of the performing loan servicing portfolio, ensuring service standards, regulatory timelines, and investor requirements are consistently met across all servicing functions.
• Oversee customer service performance through Customer Experience leadership, including call quality, borrower experience, escalation management, and adherence to service level metrics.
• Serve as a lead resource for process development, documentation review, and department projects related to the loan servicing lifecycle.
• Monitor and manage operational risk, collaborating with leadership to minimize risk and enhance customer experience without compromising efficiency.
• Key collaborator for annual department budget and monitoring of budgetary goals.
• Provide leadership through talent acquisition, workforce planning, and performance management.
• Deliver training, mentoring, and coaching to team members; assign responsibilities to promote cross-training and knowledge development.
• Conduct employee performance reviews and address personnel issues, including grievances and disciplinary actions.
• Lead by example, motivating the team and fostering a culture of accountability, growth, and continuous improvement.
• Contribute to departmental goal-setting, strategic planning sessions, and the development of initiatives that align with organizational objectives.
• Lead team meetings and facilitate communication across the mortgage lifecycle, as well as with key stakeholders to ensure alignment and engagement.
• Demonstrate in-depth knowledge of mortgage servicing federal regulations and investor requirements, applying that expertise to guide team decisions and maintain operational integrity.
• Collaborate with the Compliance Department to interpret regulatory changes and deliver ongoing compliance training to staff.
• Research and respond to audit and compliance findings; implement corrective actions and process improvements as needed.
• Responsible for risk and critical process review in the banks enterprise risk management system; and for responding to quality control findings or questions from QC, Compliance, Audit, and Investors.
• Monitor and report compliance issues or violations in accordance with bank policy.
• Track and analyze key performance metrics; prepare and present regular reports to management on workflow, volume, and quality.
• Ensure adherence to investor and GSE service level agreements (SLAs) for all assigned servicing activities, including timeline management and quality standards.
• Use data insights to support decision-making and identify opportunities for operational enhancements.
• Maintain strong oversight of servicing system data integrity to support accurate downstream investor reporting, escrow analysis, and borrower records.
• Design and maintain department dashboards.
• Ensure team members are trained and comply with bank policy, laws, and regulations applicable to their roles. Monitor their adherence to internal controls and take action to…