Mortgage Lending Operations Manager

Role Overview

As the Mortgage Lending Operations Manager, you are a results-driven people leader responsible for overseeing the day-to-day operational execution of the credit union’s mortgage lending function. You play a critical role in delivering efficient, compliant, and member-centered mortgage operations by leading teams, optimizing workflows, and ensuring exceptional service throughout the loan lifecycle.

Reporting to the Senior Manager, Mortgage Lending, you translate strategy into action—balancing operational excellence with a strong commitment to member experience. You serve as a trusted operational partner, ensuring mortgage lending processes are scalable, compliant, and aligned with organizational goals.

• Lead and oversee end-to-end mortgage lending operations, including processing, underwriting, closing, funding, and post-closing activities.
• Ensure consistent execution of policies, procedures, and service standards across all mortgage operations functions.
• Monitor pipeline flow, cycle times, and capacity to ensure service level commitments are met.
• Identify operational risks and implement controls to ensure accuracy, quality, and compliance.

• Lead, coach, and develop a high-performing mortgage operations team through clear expectations, accountability, and ongoing feedback.
• Foster a culture of collaboration, ownership, and continuous improvement.
• Conduct performance management activities, including goal setting, evaluations, and development planning.
• Ensure appropriate staffing, workload alignment, and cross-training to support business needs.

• Champion a seamless, transparent, and supportive mortgage experience for members.
• Partner with production, sales, and member experience teams to resolve operational challenges and escalations.
• Identify opportunities to reduce friction, improve turnaround times, and enhance communication with members and internal partners.

• Drive continuous improvement initiatives focused on efficiency, quality, and scalability.
• Analyze workflows, data, and performance metrics to identify opportunities for automation and process redesign.
• Support system enhancements, digital initiatives, and operational modernization efforts.
• Ensure operational readiness for new products, programs, and regulatory changes.

• Ensure mortgage operations adhere to all applicable federal, state, and investor regulations, including quality control standards.
• Partner with compliance, risk, and audit teams to address findings and implement corrective actions.
• Maintain strong documentation practices and internal controls across all operational functions.

• Collaborate closely with the Senior Manager, Mortgage Lending, to align operational performance with strategic objectives.
• Serve as an operational liaison with secondary marketing, compliance, IT, finance, and vendor partners.
• Provide insights, recommendations, and reporting on operational trends, risks, and opportunities.

• Education:
  
  Bachelor’s degree in Business, Finance, or a related field (preferred).
• Experience:
  
  5+ years of experience in mortgage lending operations, including leadership of operations, processing, underwriting, or closing teams (required).
• Technical
  
  Skills:
  
  Proficiency with mortgage lending systems, workflow tools, and performance reporting dashboards (required).
• Knowledge:
  Strong understanding of mortgage regulations, investor guidelines, quality control standards, and operational risk management (required).
• Soft Skills:
  
  Excellent people leadership, communication, and organizational skills with the ability to drive accountability and engagement (required).
• Attributes:
  Detail-oriented and process-driven leader with a member-first mindset; adaptable, collaborative, and comfortable navigating change in a fast-paced environment (required).
• Certifications:
  
  Mortgage or lending-related certifications (preferred).

• Decision-Making Authority:
  Exercises independent judgment in managing mortgage operations and…