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Hours Full-time
Location 20384 N 23rd Ave
Phoenix, Arizona

About this job

Discover Home Equity Loans, a line of business within Discover Bank, provides first and second lien mortgages secured by a customer’s primary residence. The business is growing and seeking a Department Manager to lead multiple teams in the Processing Department located in Phoenix, AZ.

Manages and is responsible for the overall activities of an operations center department, overseeing approximately 30-150 FTEs.  Develops and maintains strategies to achieve business performance goals, achieve world class customer experience, and increase profitability.  Responsible for annual business planning, budget planning and continuity for the Department, and assisting with strategic planning.  Also responsible for attracting, developing, and retaining the best workforce in the industry.  

Manages business operations and achieves results.   Achieves business results through strategic planning, establishing and monitoring performance metrics, managing profits and losses, controlling expenses and managing costs. Leverages understanding of internal business operations and best practices in order to manage Department successfully and meet broader business performance goals. 

Supports overall talent management.  Directs and oversees coaching and development within the Department.  Participates in and/or provides input to, Department/Center talent management initiatives.  Drives and supports strategic initiatives.  Develops long-range strategic plans and objectives to impact business results, and executes strategic plan. Manages personnel actions and activities.  Performs administrative duties.

Promote a risk-aware culture, ensure efficient and effective risk and compliance management practices by adhering to require standards and processes.

Eternal Experience Required:

  • 5+ years of experience managing multiple teams within processing, underwriting, and/or closing functions for a residential mortgage operation
  • Preferred active NMLS registration or eligibility is required
  • Preferred four year college degree or equivalent experience required (MBA preferred; See job description)
  • Ability to provide strategic and operational leadership and direction to a large team for optimal results using strong interpersonal and communication skills.
  • Strong presentation skills required.
  • Ability to effectively manage multiple tasks with varying deadlines.
  • Proven people skills including the following areas: communications, coaching/feedback, goal setting, development, recognition, mentoring, etc.

Principal Duties and Responsibilities:

  • Supervise daily operations activities for multiple processing teams in a call center environment to grow funded loan volume, ensure customer satisfaction, comply with regulations and company policies, and manage expenses.
  • Teams include processors responsible for income calculation, obtaining borrower documents and third-party documents (appraisals, title, etc.), closing preparation, and funding.
  • Build, maintain, and motivate top talent within the organization.
  • Develop staff to meet goals and prepare for advancement opportunities.
  • Ensure high satisfaction levels of all employees.
  • Ensure the organization has sufficient daily capacity (people, systems, seating, etc.) to adequately cover all work loads. 
  • Coordinate with Human Resources and Training for recruiting and training of all employees.
  • Maintain new hire plan that incorporates turnover and volume trend analysis.
  • Evaluate operational performance, identify opportunities for improvement, prioritize initiatives, and allocate operational resources. 
  • Drive a high quality culture, and lead implementation of continuous improvement efforts in operations.
  • Collaborate with peers in product, marketing, sales, underwriting and other areas as well as third-party vendors to define and achieve goals.
  • Ensure operational policies, procedures, controls, job aids, training and other materials are accurate and appropriately implemented.
  • Present strategies and results to senior executives, and recommend best practices in the industry and across other lines of business.

Leadership Responsibilities:

  • Manages professional employees and/or supervisors.
  • Builds a strong team.
  • Develops other to their full potential.
  • Empowers and motivates others.
  • Recognizes when there are obstacles preventing others from achieving their goals and readily intervenes and finds resourceful ways to remove them.
  • Leverages external relationships and insight. 
  • Lean, Six Sigma and/or demonstrated process improvement expertise a plus.

Amount of Supervision:

  • Receives guidance from senior managers and directors on departmental issues.
  • Exercises considerable latitude in determining objectives and approaches to assignment.
  • Resolves issues and contributes to business unit/area development.
  • Broad knowledge of the field with strong leadership skills.

Decision-Making:

  • Wide latitude for decision making.
  • Gathers information, consults those who need to be involved, and puts decisions into action.
  • Coaches employees in decision making by thinking through scenarios and decision criteria before taking appropriate action.
  • Communicates decisions to stakeholders within ones team in a timely manner.
  • Develops solutions to complex problems which require the regular use of ingenuity and innovation.
  • Ensures solutions are consistent with organizations objectives.

Communication Skills:

  • Excellent written and verbal communication, presentation and professional speaking skills. 
  • Excellent influencing skills/ability