• Own the overall strategy for the processing department and set the direction for how loans are processed across all product types, including agency and portfolio (chattel and land home).
• Manage and develop the Processing Manager, Processing Development Manager, and Operations Training Manager, and hold them accountable for the results of their teams.
• Build a leadership bench. Coach your managers so they can solve problems within their own teams and grow into bigger roles over time.
• Earn and keep the respect of the team. Lead in a way that people want to follow, and build a culture of accountability, service, and ownership.
• Represent processing in origination, underwriting, and closing conversations so your managers can stay focused on running their teams.
• Partner with leadership on the long-term org structure and on what a fulfillment organization needs to look like at scale.
• Look at every workflow with fresh eyes. Find bottlenecks, cut steps that do not add value, and standardize how work gets done while maximizing the Jr. Processors where it makes sense.
• Direct the rollout of new systems and processes, including task-based workflow and onboarding of any new service providers or services that affect the processing department.
• Use data to manage the department. Track production, turn times, quality, and capacity, and use what you see to make decisions and rebalance work across teams.
• Set monthly goals including appraisal orders, submissions to underwriting and fundings.
• Make sure files are processed accurately within SLAs, and in line with company policy and all federal, state, and investor guidelines.
• Set and enforce processing policies, procedures, and best practices across all teams.
• Provide guidance and final escalation support for complex scenarios and exceptions.
• Own hiring strategy, performance management, and retention for the leaders who report to you.
• Other duties as needed to keep the department healthy and growing.