Mortgage Operations Manager - Precision Review
About The Position
The Operations Manager – Precision Review at Pennymac will lead and oversee a specialized team responsible for validating income and assets, managing escalations, ensuring compliance with investor guidelines, and maintaining adherence to service level agreements (SLAs). This role is accountable for operational performance, process improvement, and team development, driving efficiency and accuracy across the Precision Review function. The Operations Manager will serve as a key partner to leadership and cross-functional teams to ensure quality execution and continuous improvement. The Mortgage Fulfillment Manager will: Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality Support, recommend and implement technology initiatives Be responsible for communicating monthly results to Management on departmental performance objectives Act as the main point of escalation for all issues within the function Perform capacity and staff planning to ensure adequate service levels are met Perform other related duties as required and assigned Demonstrate behaviors which are aligned with the organization’s desired culture and values
Requirements
- Bachelor’s degree or equivalent work experience
- 5+ years of relevant work experience
- 2+ years of supervisory experience required
- Advance knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)
- Mortgage experience required
Responsibilities
- Directly manage and support the Precision Review team, ensuring daily operations are executed accurately and within established SLAs.
- Provide coaching, development, and performance feedback to associates, fostering engagement and professional growth.
- Promote a collaborative, supportive environment that prioritizes quality, accountability, and continuous improvement.
- Oversee the review of mortgage loan files flagged for Change in Circumstance (CIC), policy exceptions, or significant data changes after initial approval.
- Ensure the team correctly applies investor guidelines (e.g., Fannie Mae, VA, FHA) to validate changes impacting loan amount, interest rate, LTV, appraisal, occupancy, and credit.
- Monitor operational metrics, track SLA adherence, and proactively address performance gaps.
- Partner with Underwriting, Credit Policy, and other internal stakeholders to resolve escalations and ensure consistency in decision-making.
- Identify opportunities to streamline workflows and implement process improvements that enhance efficiency, accuracy, and scalability.
- Develop and refine procedures to mitigate risk and maintain compliance with investor and regulatory requirements.
- Provide reporting and insights on volume, SLA performance, and quality trends to senior leadership.
- Lead initiatives that strengthen operational effectiveness and support organizational goals.
- Serve as a subject matter expert and escalation point for complex loan scenarios.
- Collaborate with leadership across Fulfillment, Underwriting, and Credit to align practices and share best practices.
- Represent the Precision Review function in projects, audits, and strategic initiatives.
- Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
- Develop new and more innovative, efficient processes to improve overall end to end cycle times or improve quality
- Support, recommend and implement technology initiatives
- Be responsible for communicating monthly results to Management on departmental performance objectives
- Act as the main point of escalation for all issues within the function
- Perform capacity and staff planning to ensure adequate service levels are met
- Perform other related duties as required and assigned
- Demonstrate behaviors which are aligned with the organization’s desired culture and values
Benefits
- Comprehensive Medical, Dental, and Vision
- Paid Time Off Programs including vacation, holidays, illness, and parental leave
- Wellness Programs, Employee Recognition Programs, and onsite gyms and cafe style dining (select locations)
- Retirement benefits, life insurance, 401k match, and tuition reimbursement
- Philanthropy Programs including matching gifts, volunteer grants, charitable grants and corporate sponsorships
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
501-1,000 employees
