Posted Thursday, June 20, 2024 at 4:00 AM
Job Summary
Reporting to the VP, Operations, the Director, Underwriting Operations is responsible for defining, overseeing, and executing underwriting strategies and initiatives aligned with departmental goals and business objectives. The individual will support and manage the Company’s Underwriting strategies, framework, and capabilities to ensure we provide an exceptional customer experience. The successful candidate will also be responsible for continuous improvement and driving efficiencies through collaboration with our IT and Sales team to enhance the overall customer experience and performance of the Operations team.
Responsibilities
Underwriting Team Leadership: Provide leadership and strategic direction to the Underwriting department (national staff of 30+). Manage the resources and capacity plan to ensure all underwriting teams are adequately resourced to meet business goals. Some travel required.
Underwriting Operations Strategy Development: Collaborate with VP, Operations on the Operations strategic plan and key initiatives and facilitate the execution of that strategy ensuring alignment to delivering a best-in-class customer experience.
Performance Analysis: Work with the underwriting management team to measure and monitor team performance, output, and productivity using effective Key Performance Indicators (KPIs). Ensure the team is performing at an optimal level to exceed customer service expectations.
Process Improvement: Optimize performance of the underwriting processes through assessing functional process needs and priorities. Increase operational efficiencies and capabilities through active management of the underwriting processes. Continually improve lender specific underwriting processes and procedures.
Leadership and Team Development: Responsible for people management activities including recruitment, employee development, performance management, compensation, and employee issue resolution. Develop and implement training and development plans to continuously enhance the Underwriting department’s capability and bench strength.
Customer Relationship Management: Ability to build and maintain meaningful customer relationships with representatives of all levels. Strong relationship management skills with the proven ability to effectively influence customers, internal stakeholders, and leaders in the mortgage industry.
Cross-Functional Collaboration: Work closely with cross-functional teams including Analytics, Sales, IT, and Risk to assess and support the operations business strategy and initiatives to ensure a best-in-class customer experience.
Skills and Competencies:
7+ years of leadership experience in the mortgage lending industry.
University degree.
In-depth understanding of financial services and Mortgage Insurance and proven success in developing and implementing successful strategies and delivering top line results.
Experience in mortgage operations leadership and managing a high volume, dynamic operations environment.
Demonstrated leadership with the ability to implement strategies to achieve results.
Strong operations and people leadership experience with large and diverse teams, focusing on coaching and skill development.
Proven success in managing multiple assignments/priorities and deadlines, in a fast-paced, high-volume environment.
Ability to lead projects with stakeholders from across the business and ensure results are delivered.
Demonstrates strategic and forward thinking with ability to challenge the status quo and drive change.
Strong customer focused attitude with the ability to identify and solve issues directly with our customers.
Excellent verbal and written communication and negotiation skills, with the ability to explain and present information clearly and concisely to all levels of the organization.
Ability to work collaboratively and build strong relationships to resolve problems with people at all levels of the organization.
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At Sagen, we offer:
Annual Performance Bonus Plan
Medical, Dental, Prescription Drug, and EFAP Benefits
Company funded Pension Plan
Company matching RRSP, TFSA and/or Non-registered Savings Plan
Competitive vacation policy
Life Insurance and Accidental Death & Dismemberment
Short Term and Long-Term Disability programs
Reimbursement programs for special occasions, health and wellness, mortgage insurance and tuition
Work from Anywhere Days
Sagen is committed to creating a diverse and inclusive workforce. We welcome, respect and value people from all backgrounds and abilities and create a sense of belonging that inspires our employees to be their authentic self.
We encourage applications from people with disabilities and will provide accommodations upon request throughout the selection and hiring process to meet individual needs.
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