Divisional Operations Manager | Retail - Remote

Who We Are:

Cardinal Financial is a nationwide direct mortgage lender that focuses on creating solutions for our borrowers, partners, and employees—to provide the very best experience. We are genuine and hard-working individuals who are not scared to improve and intentionally push beyond what is considered “good enough”

Looking to join a growing company that values its people, innovates, and expands on its proprietary technology? Apply below!

Who We Need:

The Division Operations Manager position was created to effectively manage the operational pipelines of division branches and processing POD to ensure the movement of loan units from ‘Sent to Ops’ milestone through funding. Working alongside the Division SVP’s and VP, Division Manager, the Division Operations Manager collaborates with Executive Management and Branch management teams to align best process execution with corporate directives for consistency and efficiency. Assists Branch Managers with feedback and training for operational functions as it pertains to meeting company standards for completeness, quality, compliance and branch production goals. Leads by example in professional and timely communication and customer service. This position will oversee POD processing operations and ensure team adherence to overall company policy, procedures, productivity requirements, expected customer service levels, quality metrics, industry guidelines and regulations on a daily basis. This role is responsible to provide loan-level escalated assistance to their team members in addition to various operations and production staff members. The ideal candidate will possess a solid understanding of operational daily functions and possesses a high level of mortgage transaction management knowledge as well as exceptional leadership and management skills. The Division Operations Manager will consistently look for opportunities to educate and grow each team member through constant coaching, mentoring, and one-on-one interaction.

What You Will Do:

• Establishes production and quality control standards, holding both Sales and Ops teams to a performance service level agreement (SLA) and routine audits.
• Monitors and rebalances processing pipelines, workloads and volume levels for balance and efficiency, and presents processing capacity plan to ensure quality, branch production goals/KPT’s/locks and service levels are being met consistently.
• Identifies Operations staff not meeting performance standards and partners with Branch Manager to coach, develop, and overall improve processing performance, executing an action plan to improve LOA/TA/TC’s performance based off quality and efficiency results.
• Reviews/audits incoming loan applications prior to submission to the processing and underwriting team for completeness and borrower engagement.
• Monitors and advises Sales Team of locks that are expiring and/or assist with clearing lock mismatches; resolves or escalates file level issues if needed.
• Reviews UW and Closing Doc rush request and escalates to Executive Support, Underwriting Manager/s, Closing Managers and EVP’s.
• Takes an active role in forecasting and exceeding branch projections. Monitor and track monthly funding projections for each branch.
• Reviews Octane reports, monitoring daily, weekly and monthly production reports, effectively communicating status to all departments.
• Addresses, resolves and swiftly responds to any consumer concerns related to the loan approval and processing phase or consumer experience as requested.
• Manages loan pipeline to ensure there are no aged loan files and the loans are meeting all deadlines and overall service and quality expectations.
• Conducts weekly and monthly pipeline meetings with Branch Manager to review production status and policy updates.
• Oversees time cards, commissions and discretionary bonus requests, lead sources changes and other HR issues for direct and indirect reports, including Sales, Ops and Marketing.
• Assists in the recruiting process; interviewing, onboarding and hiring and training all team members and performance management duties of the transaction management team.
• Escalates to the Executive Team and SVP’s if any operational staff performance or training issues are noticed. Communicate training needs as needed to the management team.
• Effectively administers performance reviews, corrective action, coaching for Operations staff. Leads team and individual employee meetings in an effective and professional manner.
• Oversees planning, implementation, hiring and recruiting of division marketing team, providing coaching and direction for new sales campaigns, and marketing strategy and growth.
• Other duties may be assigned.