Residential Lending Operations Manager

Summary The Residential Lending Operations Manager is responsible for end-to-end operational oversight of residential mortgage lending. This role ensures efficient, compliant, and high-quality loan fulfillment from application through closing, while driving operational excellence, risk management, and continuous improvement. The manager serves as the senior operational leader for residential lending operations, overseeing department managers responsible for underwriting, processing, closing, construction disbursements, and compliance-related operational support, and aligning the program with growth objectives, service standards, and regulatory expectations. Essential Duties and Responsibilities Provide strategic and day‑to‑day leadership for residential lending operations through direct oversight of managers responsible for underwriting, processing, closing, construction disbursements, and compliance‑related operational support. Ensure department managers maintain timely, accurate, and compliant loan decisions, processing workflows, and closings in alignment with internal policies, investor requirements, and regulatory standards. Establish, monitor, and improve operational workflows, turnaround times, productivity metrics, and service‑level standards. Ensure adherence to all applicable laws and regulations as well as investor and secondary market guidelines. Provide oversight for operational audit readiness, exam support, issue remediation, corrective action planning, and internal control effectiveness in partnership with the department head, compliance resources, and the VP responsible for loan production and compliance. Lead, coach, and develop direct reports and their teams, fostering accountability, collaboration, and a culture of continuous improvement. Set clear performance expectations, conduct evaluations, and support succession planning and talent development. Maintain effective meeting expectations, including regular one‑on‑one meetings with direct reports, to support communication, accountability, performance management, and ongoing development. Promote consistent training and knowledge‑sharing across underwriting, processing, closing, construction disbursement, and compliance support functions. Develop, document, and maintain clear operating procedures, workflow standards, and job aids to support consistency, training, audit readiness, and effective execution across residential lending operations. Identify opportunities to streamline processes, reduce turnaround times, and enhance borrower and partner experience. Collaborate with Encompass administrator to optimize LOS functionality, automation, and reporting. Support implementation of new products, systems, and operational enhancements. Partner closely with Sales, Secondary Marketing, and Servicing to ensure alignment and smooth handoffs across the loan lifecycle. Serve as a key operational escalation point for complex or high‑impact loan issues. Complete all internal bank training as assigned and required. Adhere to the bank’s privacy and data security policies, including safeguarding of sensitive information and compliance with relevant regulations. Exhibit the ability and desire to embrace and enhance bank culture. Requirements To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and Experience Bachelor’s degree or equivalent combination of education and experience, with at least 10 years of residential mortgage operations experience across underwriting, processing, closing, and related operational functions, including significant leadership responsibility. 8+ years of progressive leadership experience in residential mortgage operations, including responsibility for leading managers, building high‑performing teams, and driving operational performance in a regulated environment. Demonstrated experience leading managers across multiple residential mortgage fulfillment functions, including underwriting, processing, closing, construction disbursements, and compliance‑related operations; construction lending experience strongly preferred. Demonstrated ability to develop, write, implement, and maintain procedures and operational documentation in a regulated residential lending environment. Skills Strong knowledge of residential mortgage regulations, investor guidelines, and risk management practices. Proven ability to lead managers, influence change, and drive results in a high‑volume environment. Demonstrated growth mindset with strong critical thinking and an operational approach to identifying process improvement opportunities and driving effective, sustainable solutions. Excellent analytical, organizational, and problem‑solving skills. Strong communication skills with the ability to interact effectively with senior leaders, regulators, and external partners. Proficiency with Encompass and/or loan origination systems to optimize workflows, drive accountability, and support efficient operational reporting. Working knowledge of artificial intelligence tools and a demonstrated willingness to evaluate and apply emerging technologies to improve efficiency, reporting, and operational effectiveness. Basic knowledge of the banking and financial services industry including federal laws and regulations. Willingness to gain new knowledge and technical skills. Exceptional verbal, written, and interpersonal communication skills with the ability to apply common sense to carry out instructions, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, and write reports, correspondence, and procedures clearly and effectively. Physical Demands While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand, walk, use sufficient hand, arm, and finger dexterity or feel objects, tools, or controls. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision. Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level in the work environment is usually moderate. Key Points Dedham Savings offers a competitive benefits package that includes medical, dental, vision, flexible spending, tuition reimbursement, childcare subsidy reimbursement, retirement, life insurance, and additional benefits. The bank is committed to providing equal opportunity for all employees and applicants without regard to race, color, religion, gender, sexual orientation, age, marital status, national origin, physical or mental disability, veteran or disability status, gender identity or expression, citizenship, genetic information, ancestral origin, military status, pregnancy, childbirth, or any other status protected by federal, state, or local laws. The bank fosters a culture of belonging and connection, and employees have an opportunity to grow and contribute to the community. Pay Range Disclosure The pay range for this position is $119,961.44 to $166,232.29 per year. The bank may ultimately pay more or less than the posted range, and the range may be modified in the future. Pay is based on several factors including relevant education, qualifications, experience, sales or revenue‑based metrics, and business or organizational needs and affordability. Equal Opportunity Employer EOE/F/M/Vet/Disabled #J-18808-Ljbffr South Shore Bank