Production Manager

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

Job Description

At Bank of America, we are guided by a common purpose to help make financial lives better through the power of every connection. We do this by driving Responsible Growth and delivering for our clients, teammates, communities and shareholders every day.

Being a Great Place to Work and providing a culture of caring is core to how we drive Responsible Growth. We are intentional about fostering an inclusive workplace where every teammate has the opportunity to succeed, build a career and contribute to our shared success. This includes attracting and developing exceptional talent, recognizing and rewarding performance, and supporting our teammates’ physical, emotional, and financial wellness through affordable, competitive and flexible benefits.

We value the unique perspectives individuals bring from all backgrounds and career paths - whether shaped by military service, community college education, or a wide range of work and life experiences. These journeys foster resilience, leadership and innovation, strengthening our workforce and positively impact the communities we serve.

Bank of America is committed to an in-office culture that supports collaboration, engagement, and career development. Our approach includes clear in-office expectations, while providing an appropriate level of flexibility based on role-specific responsibilities and business needs.

Internal employees who are currently working from home are still eligible to apply. However, if selected for the role, you may be required to work onsite in accordance with the workplace excellence policy.

At Bank of America, you can build a successful career with opportunities to learn, grow, and make an impact. Join us!

This job is responsible for directing the overall business process of the mortgage business channels including day-to-day sales and operational processes. Key responsibilities include driving and executing the business strategy and fostering internal business partner relationships. Job expectations include supporting sales and customer care strategies.

The following laws or regulations restrict or prohibit the hiring of individuals with certain specified criminal history for the position: FDIC, Safe Act/Loan Originators and FINRA.

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

Managerial Responsibilities

This position may also have responsibilities for managing associates. At Bank of America, all managers at this level demonstrate the following responsibilities, in addition to those specific to the role, listed above.

• 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.

Required Qualifications

• 5+ years of mortgage banking, consumer lending, operations, fulfillment, or pipeline management experience
• 3+ years of experience 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

Desired Qualifications

• Mortgage Operations, Underwriting, Processing, Closing, Fulfillment, CDS, or Sales Support leadership experience
• Experience supporting regional or enterprise-level production organizations
• Knowledge of escalation management, process improvement, and continuous improvement methodologies
• Experience presenting performance trends, risks, and recommendations to senior leadership
• Familiarity with mortgage performance metrics, cycle-time management, and pipeline health reporting
• Bachelor’s degree or equivalent business experience preferred

Skills

• Business Case Review
• External Resource Management
• Influence
• Record Keeping
• Relationship Building
• Business Development
• Consulting
• Issue Management
• Learning Delivery
• Sales Performance Management
• Adaptability
• Business Acumen
• Business Intelligence
• Process Performance Measurement
• Sales Strategy

Minimum Education Requirement

High School Diploma / GED / Secondary School or equivalent

Shift

1st shift (United States of America)

Hours Per Week

40

Pay Transparency details

US - CA - Laguna Niguel - 28202 CABOT RD - SOUTH ORANGE COUNTY RLC (CA6521), US - CA - Pleasanton - 4900 Hopyard Rd - 4900 Hopyard Rd (CA4808)

Pay range

$130,000.00 - $165,000.00 annualized salary, offers to be determined based on experience, education and skill set.

Discretionary incentive eligible

This role is eligible to participate in the annual discretionary plan. Employees are eligible for an annual discretionary award based on their overall individual performance results and behaviors, the performance and contributions of their line of business and/or group; and the overall success of the Company.

Benefits

This role is currently benefits eligible. We provide industry-leading benefits, access to paid time off, resources and support to our employees so they can make a genuine impact and contribute to the sustainable growth of our business and the communities we serve.