Director of REL Fulfillment Production Support

Truist Financial Corporation•Greensboro, NC

66d

About The Position

This position oversees day-to-day production and strategic support across Fulfilment, driving innovation and transformational initiatives to improve the overall efficiency, effectiveness, and teammate/customer experience, while reducing operational costs and risk. The role is responsible for managing operational routines, including production and FTE forecasting, capacity management, cost and expense management, and monitoring performance. Develop and execute Fulfilment's strategy, from supporting the development of the strategic plan, identifying OPEX and transformational opportunities, prioritizing business and tech initiatives, project execution, and benefit realization.

Requirements

Bachelor's degree in business or related field, or equivalent and related training.
10+ years of banking and real estate lending experience in lending operations.
8+ years of experience in consulting, reporting & analytics, process improvement, production support or related roles.
Production Support experience, supporting Head of REL Fulfilment, and the functional leadership team e.g., Underwriting, Processing, Closing, 3rd Party Services.
Deep knowledge of real estate lending/ mortgage loan products, processing requirements, and regulatory frameworks.
Experience applying Lean, six sigma techniques to continuously improve operational efficiency and effectiveness.
Deep analytical experience leveraging data. Analyzing and interpreting data to optimize performance, drive decisions, and manage risk.
Experience using a variety of data visualization tools (e.g., Power BI and Tableau) to develop dashboards for KPIs and key metrics e.g., turnaround time, pull through rates, quality/error rates, cost per loan, pipeline fall out).
Advanced understanding of project management framework and demonstrated ability to implement large scale initiatives and ability to bring clarity to ambiguous assignments.
Relationship building and ability to drive decision-making through a consensus-building approach.
Ability to drive desired teammate actions through motivational leadership.
Demonstrated ability to translate key strategic decisions into actionable initiatives
Ability to lead change effectively and constructively in an organization, introducing continuous improvement practices in an organization.
Strong interpersonal, leadership and communication skills, both written and verbal, in relation to internal and external clients.
Demonstrated proficiency in key process and analytic tools (e.g., Power BI, Tableau, Visio, Aris) and familiarity with LOS platforms (e.g., Empower, Blend).
Ability to travel, occasionally overnight

Nice To Haves

Master's degree in business or related field from an accredited university
Demonstrated experience with cross-functional collaborations
Experience managing fulfillment teams across geographically distributed locations
Experience in technology-based, multi-project work environment
Experience in project coordination and budget preparation
Experience and training in public speaking and group facilitation

Responsibilities

Lead the Retail Lending Fulfillment Production Support Team, overseeing day-to-day production and strategic support across Fulfilment.
Monitor the overall health of Fulfilment operations and manage operational routines, including production and FTE Forecasting, capacity and pipeline management, expense management, and developing and maintaining key executive and production reporting.
Develop and execute the annual strategic plan, identifying OPEX and transformational opportunities, and support business and tech prioritization.
Manage a portfolio of OpEx and transformational efforts to improve overall efficiency, effectiveness, optimize workflow, and teammate/customer experience.
Track KPIs to maximize productivity, capacity planning, and service quality.
Lead, develop, and mentor teams to build effective leadership, ensuring top performance, and alignment to the REL goals.
Foster a culture of accountability, customer service, and continuous improvement.
Support control testing efforts to ensure the controls are effectively executed to prevent errors and defects and ensure proper process adherence.
Identify and mitigate operational risks, implementing internal controls and audit responses as needed.
Ensure adherence to all federal, state, and investor guidelines (e.g., TRID, TILA, RESPA, FHA, VA, FNMA, FHLMC).
Collaborate with legal and compliance teams to interpret and apply regulatory updates.
Partner with teams across REL, Mortgage Sales, Home Equity, Correspondent, Workforce management and Process Management.
Partner with technology, business analysts, and product owners across Truist to enhance automation and system capabilities.
Support business case development and tech prioritization efforts across Consumer Lending and Real Estate Lending.
Support new product rollouts and process transitions.

Benefits

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position.
Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates.
Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays.
For more details on Truist's generous benefit plans, please visit our Benefits site.
Depending on the position and division, this job may also be eligible for Truist's defined benefit pension plan, restricted stock units, and/or a deferred compensation plan.
As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

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