Job Description
We are seeking a senior operations manager to lead the establishment and growth of our home lending division from scratch.
This is a unique opportunity to build and develop a team, create processes, and drive operational excellence in a fast-paced environment.
Key Responsibilities:
* Build and lead a high-performing team by hiring and developing team leaders.
* Establish policies and procedures to ensure seamless service delivery and exceed customer expectations.
* Lead the start-up phase, mapping the customer lifecycle and developing policies to support operations and ensure user acceptance testing.
* Take direct responsibility for customer processing until the support team is established.
* Manage daily operations, overseeing home financing functions, including broker network training, customer funding, and closing.
* Monitor productivity and budgetary performance, identifying areas for improvement and implementing streamlined procedures.
* Attend governance meetings, reviewing and identifying operational risks.
Requirements and Skills
* Strong leadership experience with a proven track record of success.
* Background in financial services, ideally mortgages or call centers.
* Project and process management experience.
* Risk management skills.
* Effective communication and relationship building skills.