Mortgage Operations Manager

Santander Consumer   •  

East Providence, RI

Industry: Accounting, Finance & Insurance


5 - 7 years

Posted 76 days ago

This job is no longer available.

Mortgage Operations Manager monitors, reports and plans process improvement or redesign initiatives, and make recommendations on changes. S/he collects and analyzes data for supporting recommendations and manages formal process documents. In addition, the incumbent collaborates on project/agile teams and broader enterprise initiatives to represent business for changes that may impact department processes. S/he oversees a large mortgage pipeline of multiple products including, but not limited to, FHA, VA and state housing programs. The incumbent of this role will work closely with our Loan Origination Systems (LOS) and have familiarity with a banking environment.


Collaborates on larger initiatives, including representing department on broader change control forums for input and to represent department interests, may challenge forum decisions if project outcome impacts department processes.

Collects, analyzes and measures process data, to initiate sustainable business practices and procedures and for reporting to senior leadership. Conducts day to day oversight of multiple processes such as monitor, report, and plan process improvement or redesign initiatives. Defines, establishes, and manages process controls, identifies process improvement opportunities and implements them through collaboration with other groups (i.e. Risk office) and makes final recommendations for approval on changes.

Maintains formal process documents (e.g. procedures and diagrams), and document processes and projects (creating project reports, presentations, business cases, and diagrams).,Participates in cross-functional project teams, including projects driven by other parts of the organization, to provide input, liaise with training, and partner with groups on execution efforts.

Pro-actively identifies opportunities to improve internal and external processes and/or capabilities, evaluating feasibility of recommendations, including financial implications and Return on Investment, to enhance the customer experience and maximize effectiveness, operational efficiencies and/or minimize costs. Provides expert subject matter support on workflow processes, participates in the development of standards, and manages and resolves issues/escalations regarding processes that are raised from all sources.

Recommends key process metrics and performance indicators to monitor workflow process effectiveness. Resolves complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes, escalates breakdowns in the process by asking the right questions and identify/ involve the right stakeholders to correct breakdowns., Reviews data for trends and gaps in the process that may require additional review.



Bachelor's Degree; in Business, Finance, or equivalent field, or equivalent work experience.

5-9 years; Experience in Business Process Management or Risk Management.


Lean, Agile, Six Sigma, or Business Process Management Certification


Ability to identify and break down complex business problems and develop recommendations. Ability to interact professionally with a diverse group, executives, managers, and subject matter experts. Ability to manage large, complex projects. Ability to plan and manage work under time constraints. Ability to see the big picture and work with a team to prioritize requests, ensuring delivery alignment without compromising goals. Adept in critical thinking and understanding of business process, technology, systems and tools. Demonstrated ability to influence, negotiate and communicate at all levels of organization. Demonstrated experience in MS Access, Word, Excel, and SQL. Demonstrated leadership oversight of program and project management as well as change management. Excellent analytical and complex problem solving skills, Expert knowledge of project management principles and concepts. Extensive knowledge of CRM and ERP tools. Flexible, fast learner who thrives in a constantly-changing work environment. Previous experience with business applications integration tools (such as Jitterbit),Strong collaboration and communication skills (written/verbal),Strong influencing skills to effectively drive efforts outside of our direct control, including strong communication and partnership skills,Strong organizational abilities including planning, program development and task facilitation