Director Operations

Director Operations

Job Summary Oversee the day to day operations of the Business Unit. Execute strategies to manage operations including hiring, employee engagement, employee development, quality, and corporate controls. Identification and implementation of process and policy improvements. Behavioral and statistical coaching of staff. Ensure customer experience, quality, productivity, budget, and department goals are achieved. Development and motivation of staff to ensure that performance standards are met while still maintaining quality customer service to our internal and external customers. Active review of existing performance and exception reports to maintain adequate control over achieving desired results and mitigating risk. Review and update to existing procedures and controls as necessary.

Duties Include

• Review and analyze daily performance results to ensure on target for meeting performance standards.
• Identify opportunities for employee coaching and staff development.
• Enthusiastically lead and inspire call center staff and management team with a strong emphasis in mentoring, developing, and guiding team members.
• Partner with Recruiting, Training, other operational teams to ensure department performance metrics are met.
• Uphold a Culture of Compliance by ensuring internal controls are in place, including processes for management of operational risk in accordance with Company and regulatory standards.
• Resolution of personnel issues, including discipline and feedback interviews, etc.
• Leverage technology to optimize customer operations and employee performance.
• Assist in identifying, developing, evaluating, and implementing new processes or procedures to improve service and/or reduce costs.
• Coordinate projects, audits, and/or reports as directed by the department VPEVP in a thorough and timely manner.
• Other duties as assigned.

Specifications

• Bachelors or equivalent work experience.
• Minimum of 5 years management experience.
• Mortgage Servicing Operations Management experience preferred.
• Proven Leadership skills with an emphasis in performance management.
• Highly effective communication, motivation, and coaching skills.
• Proven analytical and problem-solving skills.
• Independent decision-making skills.
• Ability to implement and execute on new and ever-changing initiatives.
• Ability to manage stress and multiple projects with competing interest for time.
• Strong knowledge of Mortgage Servicing Compliance.

Select Portfolio Servicing is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of:

• Race
• Color
• Sex
• Age
• National origin
• Religion
• Sexual orientation
• Gender identity
• Status as a veteran
• Basis of disability
• Any other federal, state, or local protected class.