Mortgage Lending Operations Manager

Job Title: Mortgage Lending Operations Manager
Department: Mortgage Lending – Mortgage Lending Operations
Reports To: Senior Manager, Mortgage Lending

Direct Reports / Supervises: Mortgage Lending Operations team (including processing, underwriting, closing, funding, and post-closing staff)
Date: 05/2026
Classification: Exempt

Role Overview:

As the Mortgage Lending Operations Manager, you are a results-driven people leader responsible for overseeing the day-to-day operational execution of the credit union’s mortgage lending function. You play a critical role in delivering efficient, compliant, and member-centered mortgage operations by leading teams, optimizing workflows, and ensuring exceptional service throughout the loan lifecycle.

Reporting to the Senior Manager, Mortgage Lending, you translate strategy into action—balancing operational excellence with a strong commitment to member experience. You serve as a trusted operational partner, ensuring mortgage lending processes are scalable, compliant, and aligned with organizational goals.

Key Areas of Leadership:

Operational Leadership & Execution

• Lead and oversee end-to-end mortgage lending operations, including processing, underwriting, closing, funding, and post-closing activities.
• Ensure consistent execution of policies, procedures, and service standards across all mortgage operations functions.
• Monitor pipeline flow, cycle times, and capacity to ensure service level commitments are met.
• Identify operational risks and implement controls to ensure accuracy, quality, and compliance.

Team Empowerment & Performance

• Lead, coach, and develop a high-performing mortgage operations team through clear expectations, accountability, and ongoing feedback.
• Foster a culture of collaboration, ownership, and continuous improvement.
• Conduct performance management activities, including goal setting, evaluations, and development planning.
• Ensure appropriate staffing, workload alignment, and cross-training to support business needs.

Member Experience Leadership

• Champion a seamless, transparent, and supportive mortgage experience for members.
• Partner with production, sales, and member experience teams to resolve operational challenges and escalations.
• Identify opportunities to reduce friction, improve turnaround times, and enhance communication with members and internal partners.

Process Improvement & Optimization

• Drive continuous improvement initiatives focused on efficiency, quality, and scalability.
• Analyze workflows, data, and performance metrics to identify opportunities for automation and process redesign.
• Support system enhancements, digital initiatives, and operational modernization efforts.
• Ensure operational readiness for new products, programs, and regulatory changes.

Compliance & Risk Management

• Ensure mortgage operations adhere to all applicable federal, state, and investor regulations, including quality control standards.
• Partner with compliance, risk, and audit teams to address findings and implement corrective actions.
• Maintain strong documentation practices and internal controls across all operational functions.

Cross-Functional Partnership

• Collaborate closely with the Senior Manager, Mortgage Lending, to align operational performance with strategic objectives.
• Serve as an operational liaison with secondary marketing, compliance, IT, finance, and vendor partners.
• Provide insights, recommendations, and reporting on operational trends, risks, and opportunities.

Qualifications & Skills:

• Education: Bachelor’s degree in Business, Finance, or a related field (preferred).
• Experience: 5+ years of experience in mortgage lending operations, including leadership of operations, processing, underwriting, or closing teams (required).
• Technical Skills: Proficiency with mortgage lending systems, workflow tools, and performance reporting dashboards (required).
• Knowledge: Strong understanding of mortgage regulations, investor guidelines, quality control standards, and operational risk management (required).
• Soft Skills: Excellent people leadership, communication, and organizational skills with the ability to drive accountability and engagement (required).
• Attributes: Detail-oriented and process-driven leader with a member-first mindset; adaptable, collaborative, and comfortable navigating change in a fast-paced environment (required).
• Certifications: Mortgage or lending-related certifications (preferred).

Expectations & Work Environment:

• Decision-Making Authority: Exercises independent judgment in managing mortgage operations and day-to-day operational decisions, in alignment with departmental strategy and under the guidance of the Senior Manager, Mortgage Lending.
• Physical Requirements: Ability to sit, stand, walk, reach, and use hands for extended periods required. Occasional travel between locations required. Occasional lifting and carrying up to 25 pounds required.
• Workplace Culture: Foster an inclusive, engaging, and high-performance work environment centered on accountability, collaboration, and continuous improvement.

The physical demands and work environment described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Disclaimer:

• The salary range for this position will be provided upon request in compliance with California Pay Transparency laws (SB 1162).
• Employment is at-will, and nothing in this job description alters that status.
• Water and Power Community Credit Union complies with the California Fair Employment and Housing Act (FEHA) and prohibits discrimination based on race, gender, disability, and other protected characteristics.
• This job description is subject to change and does not constitute a contract of employment.
• Reasonable accommodations will be provided in compliance with the Americans with Disabilities Act (ADA) and California's FEHA.

Water and Power Community Credit Union is an Equal Employment Opportunity Employer. We are committed to fostering a diverse, equitable, and inclusive work environment. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed. Job duties, like positions, change and evolve over time. If the employee is unsure what is expected, he/she should meet with their manager.