Director of Home Lending Operations

About the role

Provides leadership and oversight of mortgage operations, with accountability for end-to-end loan lifecycle performance from application through closing. Serves as a strategic partner to Home Lending leadership, branch managers, and loan originators to ensure operational execution aligns with production goals, service standards, and borrower experience expectations. Leads operational strategy, execution, and team performance while maintaining a strong and consistent presence with production teams.

Responsibilities

• Provide “WOW” service to internal and external customers, while leading with Core Values, Vision and Mission Statement.
• Provide leadership across all Home Lending Operations functions, ensuring alignment with production goals, compliance requirements, and service expectations.
• Manage and develop operational teams located both on-site and remotely, fostering accountability, performance, and continuous improvement.
• Oversight and management of Quality Assurance (QA) and Quality Control (QC) functions, with a strong working knowledge of compliance standards and regulatory requirements.
• Maintain regular, proactive interaction with loan originators and branch managers to align operational execution with production needs.
• Collaborate closely with Secondary, Compliance, Capital Markets, and Technology teams to ensure seamless loan lifecycle execution.
• Partner with production leadership to drive pull-through, reduce cycle times, and improve loan officer experience.
• Build and maintain strong, ongoing partnerships with Home Lending production leadership, loan originators, and branch managers through consistent communication and collaboration.
• Act as an escalation point for complex loan scenarios, ensuring timely and effective resolution with minimal disruption to production teams.
• Analyze and interpret production and operational performance data to drive decision-making, identify trends, and improve efficiency.
• Lead process improvement initiatives focused on increasing operational efficiency, strengthening internal controls, and improving borrower and loan officer experience.
• Identify workflow inefficiencies impacting originators and implement solutions that improve speed, transparency, and ease of doing business.
• Ensure loans are originated and closed in compliance with all federal and state regulations while balancing regulatory requirements with efficient, borrower-friendly processes.
• Manage operational capacity and workload distribution to consistently meet or exceed established service level expectations.
• Oversee commission validation and reporting processes to ensure accuracy and alignment with production and payroll requirements.
• Represent Home Lending Operations in leadership and executive discussions, contributing to strategic planning and enterprise initiatives.
• Provide operational insights and recommendations that support production strategy and branch performance.
• Support servicing oversight as needed to ensure funding accuracy, delivery quality, and portfolio performance.
• Champion continuous improvement of systems, LOS utilization, and automation to improve scalability and operational effectiveness.
• Cook up team objectives, monitor progress, and develop team members through ongoing coaching, mentorship, and performance management.
• Provide timely escalation support for critical operational and loan-level issues.

Qualifications

• High School Diploma or GED required.
• Bachelor’s degree in business, finance, accounting, or a related field preferred.
• Minimum of 10 years of mortgage banking experience, including leadership in operations.
• Demonstrated experience working directly with loan originators and branch leadership.
• Proven ability to align operations with production strategy and revenue goals.
• Strong understanding of residential loan programs including Conventional, FHA, VA, and USDA.
• Deep knowledge of mortgage processes, documentation, and regulatory requirements.
• Strong leadership, recruiting, and team development skills.
• Excellent written and verbal communication skills.
• Advanced understanding of operational metrics, pipeline management, and performance drivers.
• Strong customer service mindset with focus on borrower and loan officer experience.
• Proficient in Microsoft Office Suite and mortgage lending systems/LOS platforms.
• Able to operate effectively in a fast-paced, high-volume environment.
• Strong knowledge of local real estate markets.

Skills

• Leadership
• Teamwork
• Customer Service
• Communication
• Problem Solving
• Process Improvement
• Regulatory Compliance
• Loan Origination
• Operational Efficiency
• Performance Metrics
• Real Estate Knowledge

Benefits and Perks

• Full medical, dental, and vision coverage for individual or family plan.
• Life insurance.
• Long-term disability insurance.
• 401K matching program.
• Paid sick and vacation time.

Pay

$200,000.00 to 275,000.00 per year.

Schedule

Regular travel required.