VP, Mortgage Operations Manager

Vice President, Mortgage Operations Manager

Our mission is to create exceptional experiences for our customers that help them achieve their dreams, and we seek extraordinary individuals with the talent and passion to help us bring those dreams to life. Are you looking for a fulfilling career with a dynamic company culture, growth opportunities, and the chance to make a real impact? At North American Savings Bank (NASB), we pride ourselves on delivering top-notch customer service and financial solutions to support our customers achieve their dreams, whether it's buying their first home or planning for retirement. We believe exceptional customer service starts with an outstanding work culture that rewards hard work, provides the right tools for success, and values a healthy, happy team. With over 92 years of success and continued growth, NASB is seeking new team members eager to grow with us!

We are currently looking for a VP of Mortgage Operations to join our Residential Lending team.

Job Summary

The Vice President of Operations is responsible for leading, developing, and executing the mortgage operations strategy to achieve company objectives, drive financial performance, and support scalable growth. This role provides leadership and oversight across Processing, Closing, Underwriting, and Quality Assurance functions, ensuring operational excellence, underwriting consistency, sound credit risk management, and exceptional loan quality. The successful candidate will foster a data-driven culture by establishing key performance metrics, service level standards, capacity analytics, and operational reporting to drive informed decision-making and continuous improvement. This leader will promote accountability at all levels, optimize pipeline execution, enhance efficiency, strengthen internal controls, and ensure compliance with regulatory and investor requirements. Additionally, the VP of Operations will develop and mentor operational leadership teams, creating an environment that supports employee engagement, productivity, and professional growth while balancing service, quality, and profitability objectives. The role is expected to identify and implement process improvements, manage revenue and expenses, cultivate strategic vendor and investor relationships, and consistently meet or exceed organizational production and margin goals.

What You Can Expect To Work On

• Direct and support cross-functional teams in mortgage operations, underwriting, and quality assurance to achieve production, quality, and organizational objectives.
• Oversee SLA management and capacity planning analytics to enhance operational efficiency, improve processes, and optimize workforce utilization.
• Partner with the Residential Lending Team to resolve complex scenarios and maintain consistency in file decisions.
• Collaborate with stakeholders across the organization to enhance systems, strengthen controls, improve processes, and ensure regulatory compliance.
• Oversee vendor relationships, including credit agencies, investors, private mortgage insurance providers, loan fee companies, and other strategic business partners.
• Use underwriting performance, quality-control, and pipeline data to identify training needs, reduce defects, and improve cycle times.
• Maintain accountability for the operational execution of OCC regulatory expectations and consumer compliance requirements within the mortgage division.
• Ensure the customer experience and support are sound and effective as we work to meet our clients' expectations.
• Establish and effectively communicate goals and objectives for the department in alignment with Residential Lending goals.
• Drives value for the bank by improving service delivery, managing complexity, assessing risk, managing change, and balancing strategy and execution with the desired level of business performance.
• Identify areas to increase revenue, reduce unnecessary costs, and improve productivity.
• Effectively manage operational capacity and resource allocation by monitoring pipeline and queue performance, identifying trends and bottlenecks, and implementing solutions that enhance efficiency and service levels.
• Lead continuous process improvement initiatives focused on increasing operational efficiency, improving quality outcomes, and accelerating the mortgage lifecycle from application through funding.
• Lead and monitor the operational leadership team's daily pipeline management efforts to ensure efficiency, accountability, and timely loan progression.
• Work closely with Training and Development leadership to establish performance-based training strategies that strengthen employee effectiveness, improve quality outcomes, and support organizational growth objectives.
• Provide guidance to both direct and indirect staff, fostering an environment that encourages sound decision-making, employee participation, teamwork, and communication.
• Build, lead, and develop high-performing teams by effectively delegating responsibilities, fostering accountability, identifying growth opportunities, and maximizing employee potential.

What You Offer Us

• Bachelor's degree in business administration, finance or related field preferred or equivalent years of experience.
• Minimum of 15+ years of mortgage industry experience required.
• Past management experience of increasing levels of responsibility required.
• Mortgage operations and underwriting experience is strongly preferred.
• Proficiency with Encompass LOS preferred, including pipeline review, workflow management, reporting, and operational follow-up.
• Seasoned leader with extensive business experience, multi-disciplinary functional expertise, and with a focus on proactive management within the operations group.
• Current operations management experience with proven ability to multitask, make difficult decisions, and be an instrumental part of the local management team.
• Demonstrated knowledge of underwriting guidelines, credit risk, collateral review, income and asset validation, compliance expectations, and loan quality standards for conventional and portfolio/non-QM mortgage products strongly preferred.
• Prior experience leading or directly supporting underwriting teams and serving as an escalation resource for complex loan scenarios strongly preferred.
• Proficiency with Encompass LOS preferred, including pipeline management, workflow/task monitoring, and operational reporting.
• Good communication, attention to detail, analytical, computer skills, and the ability to work in a fast-paced deadline-driven environment.
• Language Skills - Ability to read, analyze, and interpret technical procedures, or governmental regulations. Ability to write business correspondence. Ability to effectively present information to senior leadership and respond to questions from groups of leaders, employees, and customers.
• Business/Interpersonal Skills Ability and willingness to make timely decisions, exercising sound and accurate business judgment. Ability to align efforts to business mission and culture and develop strategic initiatives that synch with company strategy. Solid business acumen that exhibits self-motivation and initiative in timely completion of goals and activities, and ability to
• Planning/Organization Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans, work independently, and set expectations. Ability to manage projects, multi-task, and meet deadlines.
• Strong analytical, problem-solving, communication, and change-management skills.
• Ability to coach operational leaders, support underwriting consistency, and drive accountability across fulfillment teams.
• Knowledge of FHLMC & FNMA guidelines and regulations governing mortgage lending and servicing
• Knowledge of underwriting best practices, credit policy administration, investor requirements, and loan quality controls.

What We Offer You

• Comprehensive health insurance (medical, dental, and vision coverage)
• 401(k) retirement plan with a 50% employer match on the first 6% of your contribution
• Generous paid time off (PTO) including 11 holidays, your birthday, and volunteer time
• Exclusive mortgage and banking benefits.
• Employee referral bonuses
• Internal training and development programs to help reach your career goals.
• This position will be based out of our NASB Headquarters with flexibility to work from home one to two days per week.

North American Savings Bank