Mortgage Operations Manager

Summary

Join JMAC Lending as their Operations Manager, leading client support, account management, and processing teams to ensure timely loan closings and exceptional broker service. You will oversee pipeline management, cross-department coordination, and data-driven improvements while enforcing risk management and compliance. This full-time remote position requires 5+ years of operational management experience in the wholesale mortgage industry and proficiency with Encompass and TPO Connect. You will also lead team development, implement customer service training, and optimize workflows. The role offers competitive pay ($100,000-$160,000 annually) and a comprehensive benefits package.

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

Responsibilities

• 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
• Manage operations across multiple teams to ensure seamless execution and consistent service
• Develop effective operational reporting for leadership, and create action plans based on monthly performance reviews when indicators are not met
• Enforce robust risk management controls to ensure compliance with federal and state regulations
• Serve as the primary point of contact for resolving operational issues and managing rush requests
• Work closely with sales and operational leaders to set service level agreements and align operations with broker needs
• Optimize workflows by establishing and refining best practices within Encompass and TPO Connect, ensuring brokers enjoy streamlined, efficient processes
• Support and drive technology projects that enhance operational efficiency and service quality
• Recruit, mentor, and develop a high-performing team through a supportive, collaborative approach
• Set clear objectives, establish priorities, and empower team members to excel
• Develop and enforce standard operating procedures and best practices to streamline operations
• Conduct staffing and capacity analysis to ensure service levels meet current and future demands
• Lead the development and implementation of robust customer service training programs to equip teams with the skills necessary to consistently deliver exceptional support

Benefits

• 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