Regional Manager, Field Mortgage

To plan, direct and manage operations of mortgage loan originations and business development in an assigned region. Oversee staff in the interpretation and implementation of loan programs, policies, and procedures. Provide input to Sr management for short and long range operational planning. Evaluate and adjust branch work quality, staff performance, systems, processes, and procedures to meet goals. Serve as subject matter expert regarding branch functions, delivery of high service levels, mortgage sales functions, systems, policies and/or procedures. Manage daily activities of employees and/or supervisors. Facilitates effective change management and leader development across assigned teams. Support executive mgmt in delivering communication, adoption, and alignment with strategic plans. Ability to drive production and forecast AFP goals. Ensures growth in market and member share across assigned region. Prioritizes talent and development activities across team member and leader roles.

• Develop a regional strategy through established priorities and set goals to ensure growth in market and member share; evaluate and implement standards and ensure alignment with department/organizational objectives
• Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements to maximize efficiency and minimize risk and losses
• Conduct benchmarking and frequently review reporting trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Conduct site visits to monitor business progress, sales process reviews, and to resolve operational/staff concerns
• Research and resolve complex member issues/complaints
• Provide sales training to drive referrals and new business for NFCU; evaluate training programs to ascertain effectiveness
• Ensure effective leadership and support of Business Development; remain aware and engaged with business external partners within assigned area 
• Lead member satisfaction efforts by consistently monitoring survey data, and membership communications to management/field staff; respond to member inquiries/complaints
• Identify/analyze regional competitive gaps in current program offerings; recommend new products and/or enhancements to existing  products and services to management
• Plan the renovation or relocation of existing field offices, including the procurement of equipment, staff, and telecommunication services
• Develop, recommend, and initiate actions necessary to establish new field mortgage sections
• Perform quality control audits to ensure adherence to applicable federal and state laws, rules, regulations, industry best practices, and NFCU policies and procedures
• Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Build and maintain effective relationships with staff, management, key stakeholders and/or external contacts
• Oversee the completion, evaluation, and submission of reports to senior management
• Organize and promote a work environment that emphasizes member service,  goal achievement, creativity, quality, productivity, and partnership 
• Contribute to a culture of collaboration by actively working across business lines, communicating knowledge and business processes to other business units to ensure quality member experience
• Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request
• Perform supervisory/managerial responsibilities   
  • Ensure adequate/skilled staffing; select employees   
  • Develop leadership skillsets; create sound succession and leadership development plans
  • Evaluate, plan and deliver engagement planning process to improve engagement levels
  • Conduct regular employee and leader touchpoints
  • Establish performance goals and priorities    
  • Prepare, conduct and review performance appraisals    
  • Develop, mentor and counsel staff     
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)    
  • Ensure section/branch goals and objectives align with division/department s