director of mortgage operations resume example with 16+ years of experience

(555) 432-1000,
, , 100 Montgomery St. 10th Floor
Professional Summary

Experience with Encompass, FNMA, FHMLC, NON QM, Jumbo Loans , and Knowledge of DU/LP. Certified Six Sigma Black Belt (CSSC). Lead and develop a team of Mortgage operations directors and managers, supporting in skill, leadership and growth. Maintain a sound knowledge of secondary marketing activity, investor guidelines, and industry practices. Continuously look for ways to improve processes, both in terms of procedures and use of the LOS system to ensure continuous efficiency and customer service improvement and to reduce errors. Experience in Fair Housing regulations, TILA, RESPA, TRID, HMDA, ECOA & UDAAP. Versatile mortgage professional with background in banking and finance. Consistently meet bank and customer service standards. Ready to tackle new challenges in position within banking and mortgage industry where talents in skills will be valuable. Well-qualified financial systems leader offering demonstrated skill and success in managing internal accounting processes, improving controls and strengthening systems for optimal performance. Proficient in all aspects of accounting, including accounts payable and receivable, budget administration and payroll. Gifted in building and leading solid teams to handle high-volume operations with consistency, accuracy and full compliance with regulatory requirements. Carrying experience of handling onshore and offshore teams at large scale. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

  • Residential mortgage lending regulations
  • Mortgage lending requirements
  • Mortgage lending
  • Handling multiple clients with over 1000 FTEs
  • Proficient In Microsoft Office
  • Written And Verbal Communication
  • Managerial Experience
Sikim Manipal India, Expected in MBA : Project Management - GPA :

July 2021 to Present Certified Six Sigma Black Belt (CSSC) well versed in the core to advanced elements of Lean Six Sigma Methodology, leading improvement projects and serves as a team member as a part of more complex improvement projects

Work History
Merck & Co., Inc. - Director of Mortgage Operations
Kansas, IL, 12/2021 - Current
  • Managing the P&L with margin above the expectation
  • Managing a team of over 800 between onshore and offshore locations with over 100 leaders
  • Managing originations, servicing, accounting and verification processes
  • Handling over 12 clients/stakeholder ranging from senior vice presidents to chief executive officers
  • Maintain sound knowledge of secondary marketing activity, investor guidelines, and industry practices
  • Make appropriate adjustments to processes, systems, and personnel and manage credit policy based on investor and regulatory guidelines, including overseeing loan-level exceptions
  • Lead and develop team of Mortgage operations associate directors, senior managers, supporting in skill, leadership and growth
  • Collaborate with lenders (clients) to develop competitive mortgage product mixes and processes
  • Continuously look for ways to improve processes, both in terms of procedures and use of LOS system to ensure continuous efficiency and customer service improvement and to reduce errors
  • Establish reporting and identifying trends to provide recommendations to senior mortgage management regarding opportunities to improve efficiency, productivity, and customer experience
  • Survey real estate department training needs, analyzes information obtained and initiates changes to web based and classroom training programs
  • Make appropriate decisions regarding resolution of complex training needs
  • Responsible for all aspects of mortgage lending including but not limited to origination, underwriting and servicing and collaborate with Sales team to create exceptional customer experience for buyers and agents
  • Monitor and modify as needed mortgage lending programs including but not limited to products, rates, terms and fees; manage key vendor/partner relationships; identify member and economic trends
  • Ensure loan policies, procedures and guidelines are developed and implemented to meet regulatory and strategic goals and objectives
  • Identifies areas of growth and evaluates new market potential to implement products and services to meet organizational goals and Collaborate with product, engineering, and mortgage tech teams to optimize systems to automate and streamline workflows
  • Responsible for assisting third party audits of mortgage quality
  • Ensure all NMLS licensing requirements are met and maintained
  • Oversee and coordinate with Information Technology department to triage mortgage related IT tickets to determine if system issues exist or if user training is solution
  • Coordinates with Information Technology department in testing service requests (SRS) requiring changes/updates to origination systems, then oversees development of appropriate and comprehensive training materials and programs to communicate changes to originations staff.
  • Complied with established internal controls and policies.
  • Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
  • Conducted monthly inventories of raw materials and components on work floor.
  • Reviewed performance data to monitor and measure productivity, goal progress and activity levels.
  • Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results.
  • Prepared and recommended long-range plans for development of department personnel.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
Skechers Usa Inc. - Associate Director of Operations
Moreno Valley, CA, 08/2009 - 12/2021
  • Managed a business of over $50 million a year at a profitability of over 30%
  • Handled over 100 leaders including associate directors, senior managers and managers
  • Managed an organization of over 500 FTEs both onshore and offshore
  • Managed origination and process excellence organization
  • Led business initiatives resulting in numerous multi-year contracts.
  • Drove operational direction, administrative and cost efficiency and coordination of security program initiatives on behalf of clients.
  • Met customer service standards and expectations consistently by effectively communicating and actively listening.
  • Led organization by developing professional and ethical culture focused on process excellence.
  • Supported business growth through strategic planning and process development.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Ocwen Financial - Floor Leader
City, STATE, 02/2007 - 07/2009
  • Trained and managed a team of over 30 FTEs offshore
  • Fostered high-quality customer service across team by modeling standards and providing employees with direction and coaching.
  • Implemented cost-saving measures to reduce waste and optimize profitability.
  • Addressed and resolved all customer inquiries and complaints with timeliness and professionalism.
  • Prepared and submitted daily, weekly and monthly performance reports to inform upper management.
English :
Full Professional
Negotiated :

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Resume Overview

School Attended

  • Sikim Manipal

Job Titles Held:

  • Director of Mortgage Operations
  • Associate Director of Operations
  • Floor Leader


  • MBA

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