Branch Operations Leader

CrossCountry Mortgage, LLC•Santa Cruz, CA

2d•$70,000 - $115,000

About The Position

CrossCountry Mortgage (CCM) is the nation's number one distributed retail mortgage lender with more than 7,000 employees operating over 700 branches and servicing loans across all 50 states, D.C. and Puerto Rico. Our company has been recognized ten times on the Inc. 5000 list of America's fastest-growing private businesses and has received many awards for our standout culture. A culture where you can grow! CCM has created an exceptional culture driving employee engagement, exceeding employee expectations, and directly impacting company success. At our core, our entrepreneurial spirit empowers every employee to be who they are to help us move forward together. You’ll get unwavering support from all departments and total transparency from the top down. CCM offers eligible employees a competitive compensation plan and a robust benefits package, including medical, dental, vision, as well as a 401K. We also offer company-provided short-term disability, an employee assistance program, and a wellness program. Position Overview: 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.

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.