Operations Vice President of Operations

Details: JOB SUMMARYThe Operations Vice President (OVP), is responsible for operational excellence through oversight of the activities performed in the Retail Operations Site and aligning the company's strategic vision with day-to-day goals and activities through a matrix relationship with the loan processor managers.ESSENTIAL JOB FUNCTIONSOperations Execution - 30%Collaborates with managers to facilitate consistent processes and practices that result in efficient and accurate loan processing and closing and ensures highest levels of employee performance. Provides strategic direction, goal setting, and oversight, to ensure the staff works with Production to maximize funding volume while maintaining efficient and accurate operations. As required, the OVP will offer guidance in resolving complex or challenging loan transactions to yield the best possible outcomes. Provides training, coaching, and mentoring to ensure the department is in compliance with all standard operating procedures, Fair Lending practices, and federal and state regulations.Coaching and Training - 20%Avails him/herself of all training available that will afford him/her a thorough working knowledge of the company's technical, operational, loan program, and underwriting guidelines. Supports training and coaching efforts among the staff to ensure all employees have the knowledge, skills, and abilities to meet performance quality and efficiency targets. Coordinates with loan processor managers and Quality Standards Support team in deploying training and communications for on-boarding, new processes or product training, or remediation training. Participates in training and coaching efforts, as required, to maximize performance and minimize any impediments to effectiveness.Financial Management - 20%Partners with the loan processor managers to ensure operational metrics are achieved, quality and risk management goals are met, productivity is optimized, and customer service excellence is sustained. Collaborates with loan processor managers to ensure the department meets financial and budgetary targets. Supports loan processor managers with a variety of capacity management and resource management techniques, including: budget variance reporting, performance metrics management such as acceptable branch cancellation rates, turn times, cost per loan, and loans per employee, and implementing cost controls.Customer Service - 20%Partners with loan processor managers in all efforts to meet customer satisfaction goals. Assists, as necessary, with the resolution of any customer service issues escalated to senior management level, escalating to the SVP of Operations only when necessary. Responds to all escalated loan level scenarios promptly and thoroughly, and communicates resolved issues to all stakeholders to avoid similar problems from arising in the future. Coordinates with the managers to establish customer service delivery standards and will monitor service levels against such standards on a regular basis.Personnel Management - 10%Accountable for supporting the loan processor managers' efforts to recruit, hire, and staff the with qualified individuals. Assists mangers' performance management activities in order to recruit and retain a high- performing, engaged staff. Provides direct feedback to loan processor managers about their performance, as well as provides input about the performance of department personnel. Performance management activities supported and facilitated, as necessary, include, but are not necessarily limited to: recruiting, hiring, performance reviews, performance improvement plans, coaching and training, scheduling work hours, and cross-training.

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