Mortgage Operations Leader

Bank of America; Chandler (AZ); On-site; USD 130,000 - 165,000; Full time

Job summary

Bank of America in the United States seeks a senior mortgage operations leader to direct day-to-day sales and operational processes, drive business strategy, and foster strong internal partner relationships.

The role emphasizes customer-driven market strategies, risk management, and coaching teams to deliver a world-class sales organization while aligning with workplace excellence and regulatory requirements.

Qualifications

• 5+ years of mortgage banking, consumer lending, operations, fulfillment, or pipeline management experience
• 3+ years of managing complex loan pipelines or operational workflows with demonstrated success driving execution and meeting service-level commitments
• Strong understanding of the mortgage lifecycle, including application, processing, underwriting, closing, and funding processes
• Proven ability to lead and influence across multiple business partners without direct reporting authority
• Experience identifying, escalating, and resolving operational risks, delays, and client-impacting issues
• Demonstrated analytical skills with experience utilizing pipeline reporting, dashboards, and performance metrics to drive decision-making
• Strong verbal and written communication skills with the ability to communicate effectively with frontline associates, operational leaders, and executives
• Proven ability to manage multiple priorities in a fast-paced, deadline-driven environment
• Experience leading cross-functional initiatives focused on cycle time improvement, client experience, and operational excellence

Responsibilities

• Drives performance trends for day-to-day sales and operational processes
• Integrates and drives strategic management activities and develops specialists to deliver a client relationship oriented culture
• Deepens relationships within internal team and customers
• Coaches and develops associates to lead a world-class sales organization
• Develops and executes customer-driven market strategies to drive operational excellence, enhance the customer experience, and promote digital capabilities
• Opportunity & Inclusion Champion: Models an inclusive environment for employees and clients, aligned to company Great Place to Work goals.
• Manager of Process & Data: Demonstrates deep process knowledge, operational excellence and innovation through a focus on simplicity, data based decision making and continuous improvement.
• Enterprise Advocate & Communicator: Communicates enterprise decisions, purpose, and results, and connects to team strategy, priorities and contributions.
• Risk Manager: Ensures proper risk discipline, controls and culture are in place to identify, escalated and debate issues.
• People Manager & Coach: Provides inspection, coaching and feedback to motivate, differentiate and improve performance.
• Financial Steward: Actively manages expenses and budgets in alignment with objectives, making sound financial decisions.
• Enterprise Talent Leader: Assesses talent and builds bench strength for roles across the organization.
• Driver of Business Outcomes: Delivers results by effectively prioritizing, inspecting and appropriately delegating team work.

Skills

Mortgage banking

Operational leadership

Process improvement

Data-driven decision making

Cross-functional collaboration

Communication skills

Multi-priority management

Team development

Education

High School Diploma / GED / Secondary School or equivalent

Job description

Bank of America in the United States seeks a senior mortgage operations leader to direct day-to-day sales and operational processes, drive business strategy, and foster strong internal partner relationships.

The role emphasizes customer-driven market strategies, risk management, and coaching teams to deliver a world-class sales organization while aligning with workplace excellence and regulatory requirements.