VP, Mortgage Operations Manager

North American Savings Bank

Kansas City (MO)

On-site

USD 180,000 - 300,000

Full time

19 hours ago

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Benefits offered by this job

Health insurance

401(k) employer match

Generous PTO including holidays

Employee referral bonuses

Internal training programs

Hybrid work with some WFH

Job summary

North American Savings Bank is seeking a Vice President of Operations to lead mortgage operations strategy across Processing, Closing, Underwriting, and QA. The role drives performance, risk management, and scalable growth, with a data-driven culture and cross-functional collaboration.

Responsibilities include overseeing SLA, capacity analytics, vendor relationships, and continuous process improvement to meet production and margin goals.

Qualifications

Bachelor's degree in business, finance or related field; 15+ years mortgage industry experience.
Prior management experience with increasing responsibility in mortgage operations.
Proficiency with Encompass LOS, pipeline review and reporting.

Responsibilities

Direct and oversee mortgage operations, underwriting, and quality assurance to meet production and quality goals.
Manage SLA, capacity planning analytics, and workflow optimization to improve efficiency.
Ensure regulatory compliance and risk controls across the mortgage lifecycle.
Lead and develop operational leadership teams; drive training and performance.
Improve customer experience and maintain alignment with Residential Lending objectives.
Collaborate with senior stakeholders to enhance systems and vendor relationships.
Monitor pipeline, identify bottlenecks, and implement solutions to accelerate funding.

Skills

Mortgage operations

Encompass LOS

Credit risk knowledge

Leadership

Process improvement

Data analytics

Stakeholder management

Education

Bachelor's degree in business or related field

Tools

Encompass LOS

Job description

Job Summary

The Vice President of Operations is responsible for leading, developing, and executing the mortgage operations strategy to achieve company objectives, drive financial performance, and support scalable growth. This role provides leadership and oversight across Processing, Closing, Underwriting, and Quality Assurance functions, ensuring operational excellence, underwriting consistency, sound credit risk management, and exceptional loan quality.

This role will foster a data-driven culture by establishing key performance metrics, service level standards, capacity analytics, and operational reporting to drive informed decision-making and continuous improvement. This leader will promote accountability at all levels, optimize pipeline execution, enhance efficiency, strengthen internal controls, and ensure compliance with regulatory and investor requirements.

Additionally, the VP of Operations will develop and mentor operational leadership teams, creating an environment that supports employee engagement, productivity, and professional growth while balancing service, quality, and profitability objectives. The role is expected to identify and implement process improvements, manage revenue and expenses, cultivate strategic vendor and investor relationships, and consistently meet or exceed organizational production and margin goals.

What You Can Expect To Work On

Direct and support cross-functional teams in mortgage operations, underwriting, and quality assurance to achieve production, quality, and organizational objectives.

Oversee SLA management and capacity planning analytics to enhance operational efficiency, improve processes, and optimize workforce utilization.

As needed, partner with the Residential Lending Team to resolve complex scenarios and maintain consistency in file decisions.

Collaborate with stakeholders across the organization, including but not limited to, the Chief Operations Officer, Chief Compliance Officer, Chief Credit & Investment Officer, and the Residential Loan Servicing Manager to enhance systems, strengthen controls, improve processes, and ensure regulatory compliance.

Oversee vendor relationships, including credit agencies, investors, private mortgage insurance providers, loan fee companies, and other strategic business partners.

Use underwriting performance, quality-control, and pipeline data to identify training needs, reduce defects, and improve cycle times.

Maintain accountability for the operational execution of OCC regulatory expectations and consumer compliance requirements within the mortgage division. Oversee implementation, monitoring, and continuous enhancement of processes, controls, and corrective actions to ensure regulatory compliance and reduce operational risk.

Ensure the customer experience and support are sound and effective as we work to meet our clients' expectations.

Establish and effectively communicate goals and objectives for the department in alignment with Residential Lending goals.

Drives value for the bank by improving service delivery, managing complexity, assessing risk, managing change, and balancing strategy and execution with the desired level of business performance.

Identify areas to increase revenue, reduce unnecessary costs, and improve productivity.

Effectively manage operational capacity and resource allocation by monitoring pipeline and queue performance, identifying trends and bottlenecks, and implementing solutions that enhance efficiency and service levels.

Lead continuous process improvement initiatives focused on increasing operational efficiency, improving quality outcomes, and accelerating the mortgage lifecycle from application through funding.

Lead and monitor the operational leadership team's daily pipeline management efforts to ensure efficiency, accountability, and timely loan progression.

Work closely with Training and Development leadership to establish performance-based training strategies that strengthen employee effectiveness, improve quality outcomes, and support organizational growth objectives.

Provide guidance to both direct and indirect staff, fostering an environment that encourages sound decision-making, employee participation, teamwork, and communication.

Build, lead, and develop high-performing teams by effectively delegating responsibilities, fostering accountability, identifying growth opportunities, and maximizing employee potential.

What You Offer Us

Bachelor’s degree in business administration, finance or related field preferred or equivalent years of experience.

Minimum of 15+ years of mortgage industry experience required.

Past management experience of increasing levels of responsibility required.

Mortgage operations and underwriting experience is strongly preferred.

Proficiency with Encompass LOS preferred, including pipeline review, workflow management, reporting, and operational follow-up.

Seasoned leader with extensive business experience, multi-disciplinary functional expertise, and with a focus on proactive management within the operations group.

Current operations management experience with proven ability to multitask, make difficult decisions, and be an instrumental part of the local management team.

Demonstrated knowledge of underwriting guidelines, credit risk, collateral review, income and asset validation, compliance expectations, and loan quality standards for conventional and portfolio/non-QM mortgage products strongly preferred.

Prior experience leading or directly supporting underwriting teams and serving as an escalation resource for complex loan scenarios strongly preferred.

Proficiency with Encompass LOS preferred, including pipeline management, workflow/task monitoring, and operational reporting.

Good communication, attention to detail, analytical, computer skills, and the ability to work in a fast-paced deadline-driven environment.

Language Skills - Ability to read, analyze, and interpret technical procedures, or governmental regulations. Ability to write business correspondence. Ability to effectively present information to senior leadership and respond to questions from groups of leaders, employees, and customers.

Business/Interpersonal Skills – Ability and willingness to make timely decisions, exercising sound and accurate business judgment. Ability to align efforts to business mission and culture and develop strategic initiatives that synch with company strategy. Solid business acumen that exhibits self-motivation and initiative in timely completion of goals and activities, and ability to

Planning/Organization – Ability to prioritize and plan work activities, use time efficiently and develop realistic action plans, work independently, and set expectations. Ability to manage projects, multi-task, and meet deadlines.