Head of Lock Desk Operations

Independence Home Loans, LLC.

4d • Remote

About The Position

Head of Lock Desk Operations is a senior leadership role responsible for the overall strategy, governance, and performance of the Lock Desk function. This role leads and manages a remote Lock Desk team and ensures scalable, compliant, and efficient lock operations within a best efforts, non‑delegated lending model, where all loans are locked directly on investor websites. The position is heavily management‑oriented, with accountability for people leadership, operational controls, workflow design, and risk management, supported by deep expertise in Optimal Blue and Encompass.

The Head of Lock Desk Operations plays a critical role in safeguarding pricing integrity, operational efficiency, and risk management across the organization. This leader will set the strategic direction for Lock Desk operations while building a high-performing, accountable remote team that consistently delivers accuracy, speed, and compliance in a fast-paced lending environment. With deep expertise in Optimal Blue, Encompass, and investor lock execution, this role offers the opportunity to create scalable processes, strengthen controls, and drive operational excellence that directly supports business growth and customer confidence.

Requirements

• 5+ years of direct management experience within a Lock Desk environment
• Proven experience leading and managing remote or distributed Lock Desk teams
• Extensive experience operating a best efforts, non‑delegated Lock Desk with direct investor website locking
• Advanced expertise in Optimal Blue for pricing and lock workflow management
• Strong operational and managerial experience with Encompass LOS
• Deep understanding of investor lock policies, extensions, renegotiations, and fallout risk
• Demonstrated success managing high‑volume operations in a fast‑paced environment

Responsibilities

• Lead, manage, and develop a fully remote Lock Desk team
• Establish clear expectations for productivity, coverage, service levels, and accountability
• Define roles, responsibilities, workflows, and escalation paths for team members
• Conduct regular performance reviews, coaching, and professional development
• Drive a culture of urgency, accuracy, ownership, and operational excellence
• Own end‑to‑end Lock Desk operations with full accountability for accuracy and timeliness
• Ensure all loans are locked directly on investor websites under a best efforts, non‑delegated model
• Implement and enforce controls to minimize lock errors, pricing discrepancies, and fallout risk
• Oversee extensions, relocks, renegotiations, cancellations, and exception handling
• Monitor lock expirations, adherence to investor policies, and overall pipeline exposure
• Provide management oversight of pricing and lock activity within Optimal Blue
• Ensure accurate entry, reconciliation, and maintenance of lock data in Encompass LOS
• Develop, document, and maintain Lock Desk policies, procedures, and standard operating workflows
• Identify inefficiencies and implement process improvements to support scalability and growth
• Track and analyze Lock Desk performance metrics, including turnaround times, fallout, and exceptions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 11-50 employees