AVP, Mortgage Servicing Operations

About the role

The Assistant Vice President (AVP), Mortgage Servicing Operations at PenFed is responsible for providing day-to-day operational leadership and execution support across assigned mortgage servicing functions. This role ensures operational effectiveness, regulatory compliance, risk discipline, and service quality within a defined functional scope.

Responsibilities

• Lead operational execution for assigned mortgage servicing functions, ensuring service level, quality, compliance, and productivity standards are met.
• Manage and develop managers and staff through coaching, performance management, and professional development.
• Assist with personnel related matters including recruiting, staffing, performance appraisals, training, counseling and continuing professional development within a matrix managed organization.
• Foster a culture of transparency and objectivity across all areas of responsibility by creating an environment which facilitates open communication and idea sharing from all levels within the group hierarchy so that employees can be empowered to own rather than simply perform functional responsibilities.
• Implement sufficient training and automation to ensure continuity of operations.
• Support implementation of policies, procedures, and controls to meet regulatory, investor, and enterprise requirements.
• Monitor operational KPIs, risk indicators, and quality results; analyze trends and recommend corrective actions.
• Partner with Business Controls, Compliance, Quality Control, Finance, IT, and Vendor Management to support audit, examination, and remediation activities; escalate material risk issues to VP/SVP leadership as required.
• Execute operational change initiatives, system enhancements, and process improvements as directed by senior leadership.
• Contribute to budget inputs, forecasting data, expense monitoring, and variance analysis within assigned operational scope; does not hold final budget approval authority.
• Support vendor oversight activities including performance monitoring and issue resolution.
• Promote a collaborative, member-centric culture aligned with PenFed values.
• Prepare and present operational updates, dashboards, and analysis to VP and SVP leadership.
• Establish objectives, goals and performance standards for assigned job functions; analyze, develop, revise and implement related policies and procedures and ensure that they are met to produce high performing team members with high retention rates.
• Oversee and evaluate contemporary best practices, systems and procedures within a matrix-managed organization that spans multiple operational areas.
• Partner closely with the Office of the General Counsel, TPRM, Procurement, Compliance, Finance, and Accounting to ensure alignment, effective oversight, and operational excellence across all supported functions.
• Ensure proper risk disciplines are in place to enhance the Credit Union’s reputation among stakeholders and our investors.
• Set strategy based on a thorough understanding of regulatory and contractual obligations while balancing financial accounting and compliance requirements to meet both short term operational needs and long-term organizational objectives.
• Provide leadership implementing new products or offerings while ensuring adherence to other investors, insurers and guarantor guidelines. Establishing controls with state and federal laws through consistent and thorough inspection.
• Create, maintain and continuously improve target operating model for physical and electronic mortgage document management, which should adhere to all investor and regulatory requirements, and ensure portfolio risks are known, reported, and always mitigated.
• Manage the business with traditional contact center performance support metrics and quality standards, including accurate revenue and expense forecasting. Utilizes knowledge of contact center technologies (telephony, quality, training, etc.).
• Lead members experience attribution and digital strategies through decisive operational changes, encouraging flexibility and strategic thinking to meet member demand.
• Benchmark efficiency of operations against industry peers.
• Develop and manage strategy for oversight with document custodians and vault facility to ensure collateral files are tracked and managed according to GSE requirements and enterprise policies.
• Manage various complex analytical functions within a business unit related to data management, system administration, process improvement, and digital solutions including assessing best methods for use cases (e.g. reporting, scripting, trans, RPA).
• Support Vendor Oversight protocols, Information Security requirements, and compliance, examination, audit, and fulfillment processes.
• Cover coordination with Business Controls, Quality Control, and other Business Operations areas is required to support the three lines of defense by identifying issues, developing action plans, and addressing risks that may require operational updates in compliance with Board and Management policies and procedures.
• Develop accurate and timely dashboards utilizing data and analytics to benchmark key performance indicators and against industry peers and company strategic Develop and analyze key risk indicators and portfolio stratifications for internal and external use.
• Helps safeguard PenFed’s computer and IT systems by monitoring staff adherence of all security policies and related training for individuals managed by this role. Takes appropriate action working with IT Security and HR when necessary to address any security breaches.

Qualifications

• Equivalent combination of education and experience is considered.
• Bachelor’s degree required; equivalent combination of education and experience may be considered.
• Minimum of twelve (12) years of progressive experience in mortgage servicing, financial services, or another highly regulated industry.
• Minimum of five (5) years of management experience leading operational teams and a minimum of two (2) years at a director level.
• Demonstrated knowledge of mortgage servicing operations, regulatory compliance, and investor requirements.
• Experience supporting audits, examinations, and issue remediation.
• Working knowledge of mortgage servicing systems and reporting tools; ICE/MSP experience preferred.
• Adaptable and trustworthy senior leader with deep integrity, a team centered orientation and a collaborative approach to problem solving.
• Motivational leadership style with a penchant for leading by example, disciplined action and driving results.
• Demonstrated ability to recruit and retain best in class talent who thrive in a fast-paced high growth environment.
• Experience in mortgage technology, mortgage operations and mortgage compliance which includes federal, state, and GSE guidelines.
• Experience with ICE products and peripherals preferred.
• Current Black Knight user with a minimum of three (3) years utilizing BKFS products preferred.
• Ability to manage multiple competing priorities under tight deadlines in a fast-paced, dynamic environment.
• Must have proven strong analytical and problem-solving skills.
• Able to organize time and resources to bring initiatives to successful completion.
• Strong written, verbal, organizational, communication and presentation skills necessary.
• Ability to lead cross-functional teams to achieve goals is required.
• Experience using A.I. tools preferred.

Supervisory Responsibility

This position will supervise employees.

Licenses and Certifications

• No additional licenses and/or certifications required.

Work Environment

While performing the duties of this job, the employee is regularly exposed to an indoor office setting with moderate noise.

Travel

Ability to travel to various worksites and be on-call is required.

Pay Transparency

The anticipated starting salary range for this role is $121,800.00 - $282,309.00

Benefits

• You’ll have access to comprehensive health, dental, and vision plans; paid time off; and family-friendly benefits like paid parental leave, care support, and fitness center access.
• Financial wellness is encouraged through features like a 401(k) match, employee loan discounts, and fully paid life and disability coverage.
• We support growth via education assistance, community involvement, and volunteer opportunities.

Purpose

Helping members achieve their dreams since 1935.

Equal Employment Opportunity

PenFed management will maintain and observe personnel policies which will not discriminate or permit harassment or retaliation against a person because of race, color, creed, age, sex, gender, gender identity, gender expression, religion, national origin, ancestry, marital status, military or veteran status or obligation, the presence of a physical and/or mental disability or medical condition, genetic information, sexual orientation, and all statuses protected by applicable state or local law in all recruiting, hiring, training, compensation, overtime, position classifications, work assignments, facilities, promotions, transfers, employee treatment, and in all other terms and conditions of employment. PenFed will also prohibit retaliation against individuals for raising a complaint of discrimination or harassment or par