Mortgage Operations Manager

About JMAC Lending:

With over 25 years of experience, JMAC Lending has established itself as a leader in the industry. We pride ourselves on our innovative products, outstanding service, and unwavering commitment to supporting our partners in growing their businesses. Our culture revolves around surpassing conventional market options, positioning us as the preferred lender for our clients. Our team boasts impressive credentials and participates in ongoing education to blend knowledge with experience seamlessly. Built on a foundation of the highest ethical standards, our company excels in delivering competitive product pricing for wholesale and correspondent lending to our valued clients.

The Opportunity:

As our Operations Manager, you'll lead our client support, account management, and processing teams to ensure loans close on time and JMAC becomes the lender of choice for brokers. You'll ensure brokers enjoy timely, friendly service while driving team performance and maintaining top-notch quality. Your decisive, data-driven approach and commitment to continuous improvement will be pivotal in solving problems and elevating our operations every day. Additionally, you'll lead and implement robust customer service training programs to equip our teams with the skills needed to consistently deliver exceptional support.

This is a Full-Time/Remote opportunity offering competitive pay ranging from $100,000 to $160,000 annually.

Operational Excellence

• Pipeline management: Oversee the company loan pipeline to ensure loans close on time and prioritize the right deals. Monitor pipelines and key metrics to meet SLAs and proactively resolve issues.

• Cross-Department Coordination: Manage operations across multiple teams to ensure seamless execution and consistent service.

• Data-Driven Improvements: Develop effective operational reporting for leadership, and create action plans based on monthly performance reviews when indicators are not met.

• Risk & Compliance: Enforce robust risk management controls to ensure compliance with federal and state regulations.

• Escalation Management: Serve as the primary point of contact for resolving operational issues and managing rush requests.

• Collaboration & Strategy: Work closely with sales and operational leaders to set service level agreements and align operations with broker needs.

• Process improvement: Optimize workflows by establishing and refining best practices within Encompass and TPO Connect, ensuring brokers enjoy streamlined, efficient processes.

• Technology Initiatives: Support and drive technology projects that enhance operational efficiency and service quality.

People Management

• Team Leadership: Recruit, mentor, and develop a high-performing team through a supportive, collaborative approach. Set clear objectives, establish priorities, and empower team members to excel.

• Process Improvement: Develop and enforce standard operating procedures and best practices to streamline operations.

• Capacity Planning: Conduct staffing and capacity analysis to ensure service levels meet current and future demands.

• Customer Service Training: Lead the development and implementation of robust customer service training programs to equip teams with the skills necessary to consistently deliver exceptional support.

Requirements

• 5+ years of operational management experience in the wholesale mortgage industry.

• Demonstrated technical proficiency with Encompass, TPO Connect, and experience creating actionable management reports.
• Proven ability to lead cross-functional teams and drive performance improvements.
• Strong analytical skills with a focus on data-driven decision-making.
• In-depth understanding of federal and state regulations affecting mortgage operations.

Benefits

Perks with JMAC Lending:

• Comprehensive Health Care Plan, offering Medical, Dental & Vision coverage
• Life Insurance coverage, including Basic, Voluntary & AD&D options
• Generous Paid Time Off, including Vacation & Holidays
• Retirement Plan with a 401k contribution
• Short Term & Long-Term Disability coverage
• Family Leave options for a healthy work-life balance
• Access to Wellness Resources to promote your wellbeing

JMAC Lending, Inc. is an Equal Employment Employer. We are committed to workforce diversity. Qualified applicants will receive consideration without regards to age, race, religion, sex, sexual orientation, gender identity or national origin.

DISCLAIMER: JMAC Lending is an evolving company. As such this job description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.