General Manager – Mortgage Operations - Remote, Dallas, TX

Key Responsibilities

• Own end-to-end delivery of mortgage origination operations, including Processing, Underwriting, and Closing functions, across both the Plano, TX and Mesa, AZ locations.
• Set, monitor, and drive achievement of daily/weekly/monthly production targets, turnaround times (TAT), quality benchmarks, and SLA compliance.
• Ensure consistent operational standards and process adherence across in-office and remote/WFH teams.
• Identify process gaps and drive continuous improvement initiatives to enhance efficiency, accuracy, and customer experience.
• Ensure strict adherence to applicable U.S. mortgage regulations, investor guidelines (Fannie Mae, Freddie Mac, FHA, VA, USDA), and internal compliance/QC policies.
• Partner with Compliance and QC teams to manage audits, findings, and remediation plans.

People Management

• Lead, mentor, and manage a multi-location, multi-modal workforce (in-office at Plano/Mesa and remote/WFH team members).
• Build and manage the organizational structure, including hiring, onboarding, training, and succession planning for Processors, Underwriters, and Closers.
• Carry out regular performance reviews, set individual and team goals, and manage performance improvement plans where needed.
• Foster a strong culture of accountability, engagement, and collaboration across dispersed teams.
• Manage attendance, shift scheduling, and workload distribution to ensure adequate coverage across both sites and remote staff.
• Resolve employee relations issues in coordination with HR.

Client & Stakeholder Management

• Serve as the primary operational point of contact for client accounts, ensuring client expectations on volume, quality, and turnaround are consistently met.
• Conduct regular business reviews, calls, and reporting with client stakeholders to provide performance updates and address escalations.
• Build strong, trust-based relationships with clients, vendors, and internal cross-functional partners (Sales, IT, Compliance, HR, Finance).
• Proactively identify opportunities to expand scope of services or improve client satisfaction.
• Manage escalations and complex loan-level issues requiring senior-level intervention.

Reporting & Strategic Planning

• Prepare and present operational dashboards/MIS covering productivity, quality, TAT, staffing, and client SLAs to senior leadership.
• Support annual/quarterly planning, budgeting, and capacity planning across both locations.
• Drive technology adoption and automation initiatives to improve throughput and reduce manual errors.

Required Qualifications & Experience

• Bachelor's degree in Business, Finance, or related field; MBA preferred but not mandatory.
• 15+ years of progressive experience in U.S. residential mortgage operations, with at least 3–5 years in a senior management/GM-level role.
• Demonstrated hands-on expertise across Loan Processing, Underwriting, and Closing – conventional, FHA, VA, and USDA loan types preferred.
• Strong working knowledge of U.S. mortgage regulatory and compliance requirements (TRID, RESPA, ECOA, Fair Lending, investor/agency guidelines).
• Proven experience managing large, multi-location teams that include both in-office and remote/work-from-home employees.
• Track record of managing client relationships, including business reviews, escalations, and SLA/KPI ownership.
• Excellent communication, negotiation, and stakeholder management skills.
• Proficiency with LOS platforms (e.g., Encompass, Calyx, Byte) and MS Office/reporting tools.
• Willingness and ability to travel between Plano, TX and Mesa, AZ as required.