The Mortgage Operations Manager accomplishes results through the management of professional team(s) and department(s). Integrates subject matter and industry expertise within a defined area. Contributes to standards around which others will operate. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the entire function. Requires basic commercial awareness. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Has responsibility for volume, quality, timeliness and delivery of end results of an area. May have responsibility for planning, budgeting and policy formulation within area of expertise. Involved in short-term planning resource planning. Full management responsibility of a team, which may include management of people, budget and planning, to include duties such as performance evaluation, compensation, hiring, disciplinary and terminations and may include budget approval.

Responsibilities:

• Manages a team of Loan Coordinators (processors/closers) and has direct accountability for critical processes including processes with regulatory and control impact
• Works closely with upper management to define strategic roadmaps and oversees execution
• Proactive daily oversight and management of team capacity and load/pipeline re-balancing
• Oversight of Operational BAU Controls, Audits and Issues
• Drive closure and follow ups for CAPs
• Own / Drive follow ups for Audit deliverables
• Identify and drive the closure of all Operational Issues
• Ensure staff are fully trained and competent in their roles and that they have the requisite management supervision on a daily basis; Ensure all staff are following policies and procedures and complying with all regulations and processes
• Drive process improvements to improve the client experience (internal and external)
• Increase team productivity including reducing processing turnaround times
• Daily sign off on regulatory compliance items (daily “all clear” emails)
• Help drive the Dragonfly (new loan origination system) rollout for Operations. Including:
• Own and Drive Ops loss reporting
• Ad hoc requests as needed
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  
  

Qualifications:

• Minimum 6-10 years relevant Mortgage experience
• Experience managing teams in a regulatory controlled environment
• Strong knowledge of the Mortgage industry and associated regulations and processes
• Exceptional client focused mindset
• Exceptional problem solving and negotiation skills
• Strong process mindset and focus on process improvements
  

Education:

• Bachelor's/University degree

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