Processing Team Manager Job in Chicago, Illinois US
Processing Team Manager
The Senior Operations Team Manager is responsible for managing 2-4 fully functioning production teams (PODS) each consisting of an Operations Team Manager, 8-10 Loan Processors, 2-4 Closers and workflow management of 4-5 Mortgage Underwriters -- total staff of 45-65. Management responsibilities include, but not limited to Reviewing numbers and metrics with the teams Review daily results and expectations of partners (bank and sales) Deliver monthly incentive/scorecard results to teams Monitor team performance and provide management direction Frequent and pro-active discussions with all partners on business strategies, performance, changes Management of actions plans, working with additional levels of sales to understand business needs, Ownership of monthly funding forecast and results in conjunction with Operations and Sales Leadership Critical interdependency: Coordination with Underwriting on Staffing levels Load balancing and action plans Identification of load balancing needs across the teams and with peers Ensure loan volume is balanced amongst teams and adjust staffing to support volume and the loan quality standard is obtained Critical interdependency: Coordination with Underwriting on Staffing levels Assist with customer service and escalations Address escalation issues from individual teams and coordinate appropriate executive decisions in order to address immediate concerns, including triage, problem identification, alternative solutions, and driving towards resolution. Models and provides customer focused direction, leadership and expertise to functional subordinates Work directly with Operations Team Managers on feedback and coaching Ensures that Team Managers are provided with the appropriate tools to successful execute their responsibilities; Develops skills of subordinates through a combination of goal-setting, delegation, training, counseling, and performance management Mentoring within teams Team coaching to improve production of the team Handle applicable performance management, Team adherence to policy and procedures and workflow Accountable for all quality results within the team (loan, customer satisfaction, etc.). Action plans are satisfactorily executed to ensure Customer Satisfaction objectives have been met. Staff and team hiring Structures work and recommends staffing level to facilitate achievement of loan fulfillment objectives Critical interdependency: Coordination with Underwriting on Staffing levels Ensure administrative and operational compliance with regulatory requirements and Chase policies and procedures related to loan processes Deliver new procedures and announcements Participate in various projects and feedback sessions (as needed) to positively impact workflow, policies and procedures, system enhancements, etc.