About the RoleAs a
Director, Mortgage Operations, will lead and oversee the end-to-end mortgage operations in US and near shore locations, spanning loan origination processing, underwriting support, closing, funding, and post-closing/quality control. This role is responsible for driving operational efficiency, ensuring regulatory compliance, managing a high-performing team, and delivering an exceptional borrower and business partner experience. The Director will partner closely with sales, underwriting, compliance, technology, and executive leadership to scale operations, improve turn times, and manage risk across the mortgage lifecycle.
In This Role, You Will:Operational Leadership
- Direct and oversee daily mortgage operations, including processing, underwriting coordination, closing, funding, shipping, and post-closing/quality control functions.
- Establish and manage operational goals, KPIs, and SLAs to ensure loans are processed accurately, compliantly, and within targeted turn times.
- Design and continuously improve workflows, staffing models, and technology usage to increase throughput, reduce cycle time, and lower cost per loan.
- Oversee capacity planning and volume forecasting to align staffing and resources with pipeline demand across purchase, refinance, and seasonal cycles.
- Serve as the primary escalation point for complex loan files, exception handling, and operational bottlenecks.
Team Management
- Build, lead, mentor, and develop a team of operations managers, processors, closers, and post-closing/QC staff located in the Dallas market.
- Set clear performance expectations, conduct regular coaching and performance reviews, and drive accountability across the team.
- Lead recruiting, onboarding, and training efforts to support team growth and skill development as volume scales.
- Foster a culture of ownership, collaboration, and continuous improvement within the operations team.
Compliance & Risk Management
- Ensure all mortgage operations comply with federal, state, and investor guidelines (e.g., Fannie Mae, Freddie Mac, FHA, VA, USDA, TRID, RESPA, ECOA, HMDA).
- Partner with Compliance and Legal teams to monitor regulatory changes and implement updated policies and procedures.
- Oversee internal quality control processes and support external audits, investor reviews, and regulatory examinations.
- Identify, assess, and mitigate operational risk, including fraud indicators, data integrity issues, and process gaps.
Cross-Functional Collaboration
- Partner with Sales/Production leadership to align on pipeline management, borrower experience, and loan officer support.
- Help with sales campaigns to generate new revenue streams including involving oneself in client pitches, new business solicitation across clients and contribute to deal closure
- Collaborate with Underwriting and Credit Risk teams to streamline handoffs and resolve conditions efficiently.
- Work with Technology/IT teams to evaluate, implement, and optimize loan origination systems (LOS) and automation tools.
- Report operational performance, trends, and improvement initiatives to senior leadership and executive stakeholders.
Work ModelAt Cognizant, we strive to provide flexibility wherever possible, and we are here to support a healthy work-life balance through our various wellbeing programs. Based on this role's business requirements, this is an
Hybrid position requiring 3 days per week in our Dallas, Texas office.The working arrangements for this role are accurate as of the date of posting. This may change based on business and client requirements. Rest assured, we will always be clear about role expectations.
What You Need to Have to Be Considered- Bachelor's degree in Business, Finance, Real Estate, or a related field, or equivalent professional experience.
- 20+ years of progressive experience in residential mortgage operations, including processing, underwriting support, closing, funding, and post-closing functions.
- 5+ years of leadership experience managing large-scale mortgage originations teams of 200+ employees.
- Deep knowledge of mortgage regulations, investor guidelines, and secondary market requirements, including Fannie Mae, Freddie Mac, FHA, VA, TRID, and RESPA.
- Proven success driving operational transformation, improving cycle times, managing high loan volumes, and utilizing loan origination systems such as Encompass, Calyx, or LendingQB.
These Will Help You Stand Out- Master's degree (MBA) or relevant industry certifications (e.g., CMB - Certified Mortgage Banker).
- Experience managing multi-site or hybrid mortgage operations teams.
- Experience with process automation, robotic process automation (RPA), or AI-driven underwriting/processing tools.
We're excited to meet people who share our mission and can make an impact in a variety of ways. Don't hesitate to apply, even if you only meet the minimum requirements listed. Think about your transferable experiences and unique skills that make you stand out as someone who can bring new and exciting things to this role.
Compensation & BenefitsThe annual base salary for this position is between $185,000 - $200,000 depending on experience and other qualifications of the successful candidate.
This position is also eligible for Cognizant's discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant's applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Competitive base salary plus performance-based bonus.
- Comprehensive medical, dental, and vision coverage.
- 401(k) with company match.
- Paid time off and company holidays.
- Professional development and growth opportunities within a growing mortgage operations organization.
