Manager – Mortgage Operations- Remote, Dallas, TX

General Manager – Mortgage Operations-
Remote Dallas, TX

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

The Manager will be responsible for the day-to-day management of U.S. residential mortgage operations across two site locations (Plano, TX and Mesa, AZ), leading a blended team of in-office and remote/work-from-home employees. This role requires strong, hands‑on working knowledge of the full mortgage origination lifecycle – Processing, Underwriting, and Closing – along with excellent client relationship management and people management skills.

The Manager will drive daily production, quality, and turnaround‑time targets while ensuring a positive, engaged, and high‑performing team environment.

• Manage the daily operations of Processing, Underwriting, and Closing teams across the Plano, TX and Mesa, AZ locations.
• Monitor daily/weekly production volumes, pipeline aging, turnaround times (TAT), and quality metrics; take corrective action where targets are at risk.
• Ensure consistent workflow and process adherence across in-office and remote/WFH staff.
• Review and resolve complex or escalated loan files requiring managerial sign-off or guidance.
• Ensure compliance with applicable U.S. mortgage regulations and investor/agency guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA).
• Coordinate with QC and Compliance teams on audits, error trends, and corrective action plans.
• Identify and implement process improvements to increase efficiency and reduce turnaround times.

• Directly supervise Processors, Underwriters, and Closers across both locations and remote staff.
• Manage day‑to‑day scheduling, attendance, and workload distribution to ensure adequate coverage across sites and shifts.
• Conduct regular one‑on‑ones, team huddles, and performance check‑ins with both in‑office and remote employees.
• Support recruitment, onboarding, and training of new team members.
• Conduct performance evaluations, provide coaching/feedback, and manage performance improvement plans as needed.
• Foster team engagement, morale, and a collaborative culture across dispersed/hybrid teams.
• Escalate employee relations matters to HR/senior management as appropriate.

• Act as a key point of contact for day‑to‑day client communication regarding loan status, volume, and service issues.
• Participate in client calls and business reviews, providing updates on team performance, TAT, and quality.
• Build strong working relationships with clients, vendors, and internal departments (Sales, IT, Compliance, HR).
• Manage and resolve client escalations promptly and professionally, looping in senior leadership when required.

• Prepare and maintain daily/weekly reports on production, quality, TAT, and staffing for review by senior management.
• Track team KPIs and provide regular performance updates to the General Manager/senior leadership.

• Bachelor's degree in Business, Finance, or related field preferred.
• 10+ years of experience in U.S. residential mortgage operations, including at least 2–3 years in a team lead or managerial role.
• Strong hands‑on knowledge of Loan Processing, Underwriting, and Closing – conventional, FHA, VA, and/or USDA loan types preferred.
• Working knowledge of U.S. mortgage regulatory requirements (TRID, RESPA, ECOA, Fair Lending) and investor/agency guidelines.
• Experience managing teams that include both in-office and remote/work‑from‑home employees.
• Demonstrated experience in client‑facing roles, including handling escalations and status reviews.
• Strong communication, organization, and problem‑solving skills.
• Proficiency with LOS platforms (e.g., Encompass, Calyx, Byte) and MS Office/reporting tools.
• Willingness and ability to travel between Plano, TX and Mesa, AZ as required.

• Working knowledge of mortgage origination:
  Processing, Underwriting, Closing
• People management across hybrid/distributed teams
• Client relationship management and issue resolution
• Process orientation and attention to detail
  
  Compliance and risk awareness
• Coaching, feedback, and team development
• Time management and prioritization under…