Branch Operations Leader

CrossCountry Mortgage, LLC•Santa Cruz, CA

3d•Onsite

About The Position

The Branch Operations Leader is responsible for optimizing and enhancing the overall performance of the Santa Cruz branch team by improving structure, efficiency, and workflow consistency. This role focuses on evaluating existing processes, identifying operational gaps, and implementing streamlined systems that support a high-producing mortgage team. The Branch Operations Leader defines clear expectations for key branch roles, establishes effective communication practices, and ensures smooth day-to-day operations. This position operates within Pacific Standard Time Zone working hours to support the West Coast region.

Requirements

Experience in mortgage operations, branch management, or team leadership.
Experience in building systems, processes, and team structures that support operational efficiency.
Experience analyzing P&L statements and operational performance metrics.
Deep understanding of the loan lifecycle and compliance requirements.
Skilled in balancing high-level strategic planning with day-to-day operational execution.
Excellent communication and leadership skills.

Responsibilities

Evaluate current workflows and identify inefficiencies across the branch.
Build and implement streamlined processes from application to closing.
Define and document core expectations, responsibilities, and performance standards for key roles across the branch, including production, operations, management, and support functions.
Develop clear daily workflows and standardized processes for each position to support consistency, efficiency, and operational alignment.
Establish structured cross-functional communication expectations to ensure effective collaboration between teams and roles throughout the loan lifecycle.
Meet with team members individually to identify operational challenges and implement appropriate solutions.
Train and elevate each role to maximize performance.
Build and implement annual performance reviews and growth plans.
Support leadership in mentoring and developing new Mortgage Advisors.
Ensure branch operations run efficiently and consistently, maintaining continuity during periods of staff absence.
Assess staffing needs to identify operational gaps, reduce inefficiencies, and support strategic hiring decisions.
Implement established operational systems and processes, focusing on improving execution and maintaining consistency across the branch.
Understand and analyze the branch P&L performance.
Partner with leadership to review performance quarterly.
Align operations with profitability and growth goals.