General Manager – Mortgage Operations - Remote, Dallas, TX

General Manager – Mortgage Operations
- Remote Dallas, TX

• Fully Remote position for Dallas, TX residents ONLY! *

The General Manager will lead end-to-end U.S. residential mortgage operations across two site locations (Plano, TX and Mesa, AZ), overseeing a blended workforce of in-office and remote/work-from-home employees. This role requires deep, hands-on expertise across the full mortgage origination lifecycle – Processing, Underwriting, and Closing – combined with strong leadership, client relationship management, and people management capabilities. The General Manager will be accountable for operational performance, compliance, quality, turnaround times, staffing, and overall service delivery to clients and business partners.

• Own end-to-end delivery of mortgage origination operations, including Processing, Underwriting, and Closing functions, across both the Plano, TX and Mesa, AZ locations.
• Set, monitor, and drive achievement of daily/weekly/monthly production targets, turnaround times (TAT), quality benchmarks, and SLA compliance.
• Ensure consistent operational standards and process adherence across in-office and remote/WFH teams.
• Identify process gaps and drive continuous improvement initiatives to enhance efficiency, accuracy, and customer experience.
• Ensure strict adherence to applicable U.S. mortgage regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA), and internal compliance/QC policies.
• Partner with Compliance and QC teams to manage audits, findings, and remediation plans.

• Lead, mentor, and manage a multi-location, multi-modal workforce (in-office at Plano/Mesa and remote/WFH team members).
• Build and manage the organizational structure, including hiring, onboarding, training, and succession planning for Processors, Underwriters, and Closers.
• Conduct regular performance reviews, set individual and team goals, and manage performance improvement plans where needed.
• Foster a strong culture of accountability, engagement, and collaboration across dispersed teams.
• Manage attendance, shift scheduling, and workload distribution to ensure adequate coverage across both sites and remote staff.
• Resolve employee relations issues in coordination with HR.

• Serve as the primary operational point of contact for client accounts, ensuring client expectations on volume, quality, and turnaround are consistently met.
• Conduct regular business reviews, calls, and reporting with client stakeholders to provide performance updates and address escalations.
• Build strong, trust-based relationships with clients, vendors, and internal cross‑functional partners (Sales, IT, Compliance, HR, Finance).
• Proactively identify opportunities to expand scope of services or improve client satisfaction.
• Manage escalations and complex loan‑level issues requiring senior‑level intervention.

• Prepare and present operational dashboards/MIS covering productivity, quality, TAT, staffing, and client SLAs to senior leadership.
• Support annual/quarterly planning, budgeting, and capacity planning across both locations.
• Drive technology adoption and automation initiatives to improve throughput and reduce manual errors.

• Bachelor's degree in Business, Finance, or related field; MBA preferred but not mandatory.
• 15+ years of progressive experience in U.S. residential mortgage operations, with at least 3–5 years in a senior management/GM-level role.
• Demonstrated hands‑on expertise across Loan Processing, Underwriting, and Closing – conventional, FHA, VA, and USDA loan types preferred.
• Strong working knowledge of U.S. mortgage regulatory and compliance requirements (TRID, RESPA, ECOA, Fair Lending, investor/agency guidelines).
• Proven experience managing large, multi‑location teams that include both in‑office and remote/work‑from‑home employees.
• Track record of managing client relationships, including business reviews, escalations, and SLA/KPI ownership.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency with LOS platforms (e.g., Encompass, Calyx, Byte) and MS…