- Responsible for key operational tasks within the PRODUCT function and support the senior management team in the effective delivery of the business strategy.
- Investigate, collaborate on, and maintain the operating policies and procedures for the extension of PRODUCT loans that conform to bank and industry standards.
- See improvements to processes and drive the implementation of those improvements with a focus on compliance and efficacy.
- Review, respond to, and develop resolutions for compliance related findings for the regional unit while serving as first line subject matter expert for daily loan scenario questions.
- Interview, hire, train, coach, evaluate and redirect regional unit team members for optimal performance of the team and assess and track performance.
- Ensure quality and production goals are met, monitoring workflow levels and redeploying resources as required.
- Monitor and maintain established operations turn time and quality standards across processing, underwriting, closing
- Foster collaborative relationships with regional sales and operations unit to ensure optimal communication and focus between sales and operations and within operations.
- Partner with sales production staff and other internal/external departments to establish loan performance expectations and monitor quality assurance and timeliness of processing / underwriting / closing workflow
- Stay abreast of changes related to the PRODUCT industry and bank changes related to the PRODUCT department and suggest changes to processes to ensure compliance.
- Foster collaborate relationships with sales managers to ensure optimal communication and focus between sales and processing.
- Ensure consistency with main operations center policies, procedures and workflow, while maintaining market specific practices necessary for competitive edge.
- Seek out current technology options for increased quality and efficiency including due diligence of the vendor and product onboarding.
- Ensure nil critical and repeated audit observations as well as nil open customer complaints beyond defined time lines
- Review operational scorecards to determine root cause of exceptions and detect trends. Identify training opportunities, potential system or process enhancements, and performance development needs