Residential Lending Operations Manager

Job Type


Full-time

Description

SUMMARY


The Residential Lending Operations Manager is responsible for the end-to-end operational oversight of the residential mortgage lending function. This role ensures efficient, compliant, and high-quality loan fulfillment from application through closing, while driving operational excellence, risk management, and continuous improvement. The position serves as the senior operational leader for residential lending operations through direct oversight of department managers responsible for underwriting, processing, closing, construction disbursements, and compliance-related operational support, ensuring alignment 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, turn 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 to ensure adherence to all applicable laws and regulations, as well as investor and secondary market guidelines, across residential lending operations.
• 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.
• Establish and 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 turn 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 but not limited to safeguarding of sensitive information and complying with relevant regulations to protect non-public information.
• Exhibit the ability and desire to embrace and enhance the Bank culture.

Consider this description to be the foundation of your job, not its boundaries. Expect to participate in internal and external training sessions and activities not described here which enhance the quality of service to the client.


SUPERVISORY RESPONSIBILITIES

• VP Residential & Consumer Loan Production Manager
• VP Loan Production and Compliance

Requirements

QUALIFICATIONS


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or 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 and instruct others, train personnel, read, analyze, and interpret documents and professional journals, understand procedures, and write reports, correspondence, and procedures clearly and effectively.

PHYSICAL DEMANDS


The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.

KEY POINTS

At Dedham Savings, we believe that being here for the journey means supporting our clients in a friendly and professional manner every day. While our employees are committed to helping our clients, we are committed to our employees. After all, we wouldn't have made it for nearly 200 years as a local neighborhood bank without them! To support our employees, we offer a competitive benefits package with Medical, Dental, Vision, Flexible Spending, Tuition Reimbursement, Childcare Subsidy Reimbursement, Retirement, Life Insurance, and many other benefits.

Dedham Savings 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, and or conditions relating to pregnancy or any other related medical conditions or any other status protected by Federal, State or local laws.

Here at Dedham Savings, we strive to foster a culture where every voice is valued and where employees have a sense of belonging and connection with each other. We are dedicated to creating a work environment that understands, supports, and welcomes diverse perspectives and backgrounds. Together, we will create an inclusive and culturally competent and supportive environment where employees model behavior that enriches both Dedham Savings and the communities we support.

PAY RANGE DISCLOSURE

The pay range for this position is $119,961.44 to $166,232.29 per year and is the lowest to highest salary Dedham Savings in good faith believe we would pay for this role at the time of this posting. The Bank may ultimately pay more or less than the posted range, and the range may be modified in the future. An employee's pay position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, experience, sales or revenue-based metrics, and business or organizational needs and affordability.


EOE/F/M/Vet/Disabled


Salary Description


$119,961.44 to $166,232.29 per year