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Home Loan Direct Operations and Performance Support Manager

Company: Regions Financial
Location: Hattiesburg
Posted on: May 3, 2021

Job Description:

Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.Regions is dedicated to taking appropriate steps to safeguard and protect private and personally identifiable information you submit. The information that you submit will be collected and reviewed by associates, consultants, and vendors of Regions in order to evaluate your qualifications and experience for job opportunities and will not be used for marketing purposes, sold, or shared outside of Regions unless required by law. Such information will be stored for a set period of time. You may review, modify, or update your information by visiting and logging into the careers section of the system.Job Description:At Regions, the Home Loan Direct Operations and Performance Support Manager provides support and project coordination for the Home Loan Direct (HLD) mortgage group. Will also guide the strategic development of the direct to consumer sales, service and coaching process to ensure consistent execution, sales effectiveness and sound sales practices. Will oversee the workforce planning, sales quality and performance functions of Home Loan Direct.Primary ResponsibilitiesWorks collaboratively with team members and business partners in defining, designing, developing and implementing technology solutions to improve business functionsResponsible for the continual refinement of the direct to consumer sales, service and coaching processAnalyzes applications and implements improvements to optimize performanceBuilds analysis needed to drive business decisions (including defining logic, business rules, and assumptions); delivers analysis and insights employing a variety of and business intelligence tools to identify, extract and examine dataWorks collaboratively to implement/improvekey dashboards and management reports to provide actionable insightWrites functional specifications, change requests, test plans, and training documentationEstablish key performance metrics and promotes the use of structured information to drive enhanced business performanceIdentifies opportunities for process improvement and optimization including redesign, and development of new process/policiesProactively identifies, analyzes, remediates or modifies operational process changes, capacity, defects in workforce models and forecastsOversees the workforce planning function, ensuring forecasting is appropriately aligned operational standardsTroubleshoots support tickets and makes recommendations on system changes and optimizationsAssumes first line of business risk responsibility for sales, service and coaching impacts due to policy, product, or procedure change and resolves accordinglyDevelops implementation and execution plans for new products, programs and initiativesProvides guidance to otherbusiness segmentsfor sales process approach for product/effort/program/initiativesSupports the mortgage to bank initiative by overseeing the training and coaching on process and execution for branch referralsThis position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.This is a single incumbent position.RequirementsHigh School Diploma or GED and seven (7) years of experience in operational support, process or performance management, or closely related consumer lending experienceOR Bachelor's Degree and five (5) years of experience in operational support, process or performance management, or closely related consumer lending experienceTravel up to 50%PreferencesExperience with loan origination software and Customer Relationship Management (CRM) toolsExperience with SalesforceExperience in a call center sales environmentFive (5) years of experience in mortgage lendingPrior management experience in an operational environmentKnowledge of workforce planning and performance management standards Experience developing and analyzing data to drive business decisionsSkills and CompetenciesExcellent organizational, time management and project planning/strategizing skillsExperience working with cross-functional teams, including information technology, product management, development, quality assurance, support, marketing and salesHighly structured thinker with the ability to methodically break down complex issues, exercising good judgement and discretionStrong analytical and problem-solving skillsStrong written and verbal communication skillsStrong presentation skillsSuccessfully works under pressure on a wide variety of activitiesPosition TypeFull timeLocation DetailsLOCH - Loan Operations Center HattiesburgLocation:Hattiesburg, MississippiBring Your Whole Self to WorkWe have a passion for creating an inclusive environment that promotes and values diversity of race, color, national origin, religion, age, sexual orientation, gender identity, disability, veteran status, genetic information, sex, pregnancy, and many other primary and secondary dimensions that make each of us unique as individuals and provide valuable perspective that makes us a better company and employer. More importantly, we recognize that creating a workplace where everyone, regardless of background, can do their best work is the right thing to do.OFCCP Disclosure: Equal Opportunity Employer/Disabled/Veterans

Keywords: Regions Financial, Hattiesburg , Home Loan Direct Operations and Performance Support Manager, Other , Hattiesburg, Mississippi

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