VP/Residential Loan Operations Manager

Rockland Federal Credit Union•Lowell, MA

19d•$135,500 - $155,500•Hybrid

About The Position

As the Vice President, Residential Operations Manager, you will provide strategic leadership for all residential loan fulfillment operations, including processing, underwriting, closing, post-closing, and secondary market activities. You'll lead high-performing teams, optimize operational performance, and ensure a seamless lending experience while maintaining the highest standards of quality, compliance, and regulatory oversight. Working closely with Originations, Servicing, and Compliance, you'll help drive operational excellence that supports the Credit Union's mortgage and home equity lending strategy.

Requirements

Bachelor's degree in Business, Finance, or a related field preferred.
Eight to twelve years of progressive residential mortgage operations experience, including significant leadership responsibility.
Extensive knowledge of residential mortgage processing, underwriting, closing, post-closing, secondary market operations, and regulatory compliance requirements.
Demonstrated experience leading large operational teams and managing complex loan fulfillment workflows.
Experience with loan origination systems and mortgage technology platforms, including Encompass or similar systems.
Proven track record of improving operational performance, implementing process improvements, and driving organizational results.
Strong leadership, coaching, and talent development skills with the ability to build and retain high-performing teams.
Excellent analytical, organizational, and problem-solving abilities with strong attention to detail.
Outstanding communication and collaboration skills with the ability to influence cross-functional partners and executive leadership.
Demonstrated commitment to operational excellence, regulatory compliance, risk management, and delivering an exceptional member experience.

Responsibilities

Lead all residential loan operations, including processing, underwriting, closing, post-closing, secondary market activities, and quality control.
Drive operational efficiency by monitoring pipeline performance, turnaround times, capacity, and service level standards.
Develop, implement, and maintain policies, procedures, and internal controls to ensure compliance with TRID, RESPA, HMDA, and other applicable regulations.
Partner with Residential Loan Originations leadership to align production goals with operational capacity and deliver an exceptional member experience.
Oversee relationships with appraisal management companies, title and closing agents, and other third-party vendors to ensure quality service and operational effectiveness.
Lead system enhancements and technology initiatives related to loan origination and mortgage fulfillment platforms, including Encompass and other lending technologies.
Direct quality control programs and support internal audits, regulatory examinations, and compliance reviews.
Develop and manage departmental budgets, staffing plans, and resource allocation to support business objectives.
Recruit, coach, and develop high-performing leaders and teams while fostering a culture of accountability, collaboration, and continuous improvement.
Identify and implement process improvements that enhance efficiency, quality, scalability, and the overall member experience.