Director, Mortgage Operations - 68295041

About the role

Lead and oversee end-to-end mortgage operations in US and near-shore locations, spanning loan origination processing, underwriting support, closing, funding, and post-closing/quality control. Drive operational efficiency, ensure regulatory compliance, manage a high-performing team, and deliver an exceptional borrower and business partner experience. Partner closely with sales, underwriting, compliance, technology, and executive leadership to scale operations, improve turn times, and manage risk across the mortgage lifecycle.

Responsibilities

• 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.
• 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.
• 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.
• Partner with Sales/Production leadership to align on pipeline management, borrower experience, and loan officer support.
• Participate in sales campaigns to generate new revenue streams, including client pitches, new business solicitation, and 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.

Requirements

• 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.

Preferred Qualifications

• 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.

Schedule

Hybrid position requiring 3 days per week in the Dallas, Texas office.

Pay

Annual base salary between $185,000 - $200,000 depending on experience and qualifications. Eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance.

Benefits

• 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.