Summary:

The Sr. Director of Operational Excellence will be responsible for evaluating and implementing projects with regards to the day-to-day activities related to the Operational Excellence department. The Sr. Director will be responsible for reviewing processes and creating reporting and productivity standards for Operational Excellence departments. The Sr. Director will also assist with the management of performance by outsource vendor and internal staff. The Sr. Director of Operational Excellence will work closely with Management to ensure all documentation is current and accurate and reporting is delivered as required and make recommendations to management team as needed.

Essential Job Duties and Responsibilities:

Responsible for evaluating all functions within Operational Excellence to ensure compliance with internal and external requirements and identify improvements where appropriate.

Communication with all departments within Operational Excellence to ensure accurate reporting, workflows and productivity.

Provide oversight on processes and workflow within Operational Excellence, when necessary.

Assist in training, staff development and performance management staff.

Management to performance metrics to analyze daily activities and implement improvements as needed.

Work closely with Project Management, Change Management and Technical Writing to launch and work projects identified through above initiatives.

Responsible for ensuring compliance with directives, both verbal and electronic, from regulatory agencies, CFPB, GSE’s, and investors.

Keeps abreast of Servicing industry trends, challenges and best practices and serves as subject matter expert to make recommendations to leadership regarding directives.

Comply with all company policies and procedures.

Maintain regular and punctual attendance.

Other Job Duties and Responsibilities:

Assist in identification of business drivers and trends as well as development and execution of strategic plans to address trends.

Determine the most effective measure productivity standards.

Help create resolutions which will enable Freedom Mortgage to meet external requirements for all Operational Excellence departments.

Create and evolve tools utilized for reporting for use by individual departments within Operational Excellence.

Help promptly resolve audit findings when identified by the appropriate department or agency.

Assist VP Servicing in providing management coverage as needed. 

Supervisory Responsibilities:

This position is an individual contributor with no direct reports but may provide guidance, leadership, or training to others.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

Assist in identification of business drivers and trends as well as development and execution of strategic plans to address trends.

Determine the most effective way to analyze processes and workflow to recommend improvements.

Create resolutions which will enable Freedom Mortgage to ensure all internal and external requirements are met.

Work with Operational Excellence department to identify alternative solutions improve efficiency and productivity.

Work with all levels of management in all departments to identify, root cause and implement effective processes to ensure consistent workflows.

Education and/or Experience:

High School Diploma or equivalent and twelve (12) years of mortgage experience or equivalent combination of education and experience.

Certificates, Licenses, Registrations:

None Required

Work Complexity:

Problems and issues faced are numerous and undefined, and require detailed information gathering, analysis and investigation to understand the problem. Problems typically impact many departments. Problems are typically solved through drawing from prior experience and analysis of issues.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Work is normally performed in a typical interior office work environment which does not subject the employee to any hazardous or unpleasant elements. The noise level in the work environment is usually moderate.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to sit and talk or hear.  The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms.  The employee must occasionally lift and/or move up to 25 pounds.

Equal Employment Opportunity:

The company is committed to providing equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, sex, marital status, sexual orientation, gender identity or expression, pregnancy, religion, national origin, age (40 and over), disability, military status, genetic information, or any other basis protected by applicable federal, state, or local laws.

Americans with Disabilities Act:

Applicants as well as employees who are or become disabled must be able to satisfactorily perform the essential job functions of the position either with or without reasonable accommodation. Applicants as well as employees are encouraged to meet with Human Resources as the organization shall review reasonable accommodations on a case-by-case basis in accordance with applicable law.

Job Responsibilities:

The statements reflect the general duties and responsibilities considered necessary to perform the essential functions of the job and should not be considered as an all-inclusive list of all the work requirements of the position. The company may change the specific job duties with or without prior notice based on the needs of the organization.