General Manager – Mortgage Operations - Remote, Dallas, TX

General Manager -- Mortgage Operations
- Remote Dallas, TX

Fully Remote position for Dallas, TX residents ONLY!

• 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.

• Mortgage domain expertise:
  Processing, Underwriting, Closing
• People & performance management across distributed/hybrid teams
• Client relationship management and executive-level communication
• Operational excellence, process improvement, and change management
• Compliance and risk awareness
• Decision-making and problem-solving under pressure
• Data-driven, metrics-oriented leadership style

This is a hybrid leadership role requiring regular presence at both the Plano, TX and Mesa, AZ offices, along with oversight of remote/work-from-home team members. The role may require flexibility in working hours to align with team coverage and client time zones, as well as periodic travel between sites.

The annual salary for this position is between $140,000 - $165,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer:
The salary, other compensation, and benefits information is accurate as of the date of this posting.

Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.