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MB - Operations Manager I - Jacksonville, FL

Job Description

The primary responsibilities of the Associate – Operations Manager I position will entail all aspects of managing a department including: managing and mentoring existing staff, ensuring daily processes are performing as expected, developing and monitoring staff utilizing key performance indicators, leading various projects, handling escalated issues, analyzing and streamlining daily processes, responding to escalations and department inquiries from various sources, and any other day to day functions that are required as the department manager including but not limited to change management, cross functional impact, risk management, reporting and reconciliations. Additionally, the candidate manages multiple vendors within areas of Equity Analysis, Breach, Property Preservation and REO for both Mortgage and Home Equity portfolios. 


Core Competencies:


  • Coach, Develop, and Manage Others: defined by behaviors such as coaching others to help them improve their performance (i.e., coaching people who report to you on how to improve their skills); building the capability of one’s team and staff (i.e., ensuring direct reports have proper training and skills); and identifying and obtaining resources to support work related activities (i.e., assigning the right people to the right tasks; assigning the proper workload to team members).
  • Manage Complex Business Activities: defined by behaviors such as setting and managing priorities; planning and organizing so work is accomplished on time; identifying problems and recognizing the causes for problem solving; making decisions based on logical assumptions, relevant facts, and examination of alternatives; solving work-related problems through effective quantitative reasoning skills; learning and applying a series of steps, rules, or guidelines; applying technical knowledge for planning and performance.
  • Execute Vision to Lead the Business: defined by behaviors such as leading by example; thinking strategically, supporting organizational changes; developing new business opportunities, and focusing on client service (i.e., providing accurate and timely responses to borrowers).
  • Discipline: defined by behaviors such as holding regular business reviews, talent reviews and team meetings, and constantly striving for improvement; having a strong work ethic; detailed follow-up.
  • High standards: defined by behaviors such as setting high standards; holding direct reports and peers accountable; operating with a sense of urgency; integrity; expectations for customer experience.
  • Workforce Planning: Ability to plan for changes in the deployment of staffing resources and/or required capacity in accordance with changes to current and expected workload demands.
  • Savvy Communications: Maintains constant and consistent flow of communication with team members and managers; is able to articulate thoughts crisply but with the appropriate level of detail and accuracy depending on the audience; communicates with empathy where appropriate.

  • Minimum 2 to 5 years of prior experience required in mortgage banking servicing, operations or originations.  Specific knowledge of the policies and procedures pertaining to servicing, operations or originations including investor, legal, and compliance guidelines
  • Bachelor's Degree in communications, business or related area, or the equivalent combination of experience and education that demonstrates the ability to perform the functions of this position preferred
  • Experience working in a leadership role with a proven track record of implementing significant business initiatives
  • Proven ability to develop solutions to complex problems, including problems that are analytical, process, and/or data in nature
  • Servicing system experience (i.e. MSP/LPS Desktop) a plus.
  • Advanced skills in all Microsoft Office products
  • Candidate must be willing to travel periodically for business needs, demonstrate the ability to influence business partners so that the appropriate business outcomes are achieved, develop and distribute meaningful, actionable management information regarding performance and identify issues and opportunities

Req #: 160038747
Location: Jacksonville, FL US
Job Category: Operations
Employment Type: Full Time
Potential Referral Amount: US Dollar (USD)

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