Job Summary:
The Business Optimization Manager is a key leadership role responsible for driving process efficiency, technology enhancements, and operational excellence across the company. Focused on the residential mortgage industry, this role will lead strategic initiatives that streamline workflows, optimize end-to-end processes, and leverage advanced technology platforms to improve service delivery and profitability.
Key Responsibilities:
- Process Optimization & Operational Excellence:
- Lead the evaluation and continuous improvement of core business processes, identifying opportunities to enhance efficiency, reduce costs, and increase scalability
- Collaborate with operational teams to assess pain points, bottlenecks, and inefficiencies, developing actionable strategies for process enhancements
- Implement best practices and process automation to reduce manual work, improve loan cycle times, and enhance service delivery
- Oversee the design and implementation of process automation tools and systems to streamline residential mortgage workflows from application to closing
- Conduct data-driven assessments of current operations and utilize KPIs to measure performance improvements
- Develop and execute operational strategies that align with overall business objectives while maintaining a focus on customer satisfaction and regulatory compliance
- Partner with compliance teams to ensure process improvements align with Regulatory Compliance Regulations, Policies, and Procedures
- Business Requirements Development
- Collaborate with the IT department and technology vendors to assess and upgrade existing platforms, ensuring seamless integration of new tools that improve user experience and operational agility
- Translate business needs into detailed, clear, and actionable business requirements for technology teams, ensuring alignment between operational goals and IT development
- Prioritize business requirements based on impact, feasibility, and ROI, ensuring that the most critical needs are addressed promptly
- Collaborate with product managers, developers, and technology vendors to define functional specifications, user stories, and workflows for platform enhancements
- Lead digital transformation initiatives, including the adoption of cloud-based solutions and end-to-end mortgage management systems
- Ensure the secure handling of customer data by working closely with cybersecurity and IT compliance teams
- Facilitate cross-functional meetings and workshops to gather insights, validate business requirements, and align all stakeholders on project goals and deadlines
- Technology Platform Enhancement & Digital Transformation:
- Lead initiatives to optimize and upgrade existing technology platforms, including, but not limited to the Loan Origination Systems (LOS), Point of Sale (POS) systems, and Customer Relationship Management (CRM) tools
- Drive the integration and adoption of new technologies, such as AI, machine learning, and automation tools, to enhance the digital mortgage process and improve operational efficiency
- Collaborate with IT teams to ensure that technology implementations meet business requirements, function seamlessly, and improve both the borrower and user experience
- Monitor the performance of existing systems, identifying areas for improvement and driving iterative enhancements based on user feedback and operational data
- Strategic Leadership & Cross-Functional Collaboration:
- Partner with senior leadership stakeholders to drive strategic business optimization initiatives that align with the company’s growth objectives
- Act as a change agent, driving a culture of innovation and continuous improvement across the company’s operational teams
- Collaborate with the Head of Operations and Finance Department to analyze the financial impact of process improvements, ensuring alignment with the company’s budget
- Establish strong working relationships with external partners, including mortgage technology vendors, consultants, and industry associations, to stay at the forefront of industry trends and innovations
- Lead and mentor teams responsible for business analysis, project management, and process improvement to ensure that optimization initiatives are well-executed
- Foster a culture of continuous improvement by promoting data-driven decision-making and encouraging innovation across departments
- Act as a liaison between business units and IT, ensuring effective communication and collaboration on all technology-related projects
- Compliance, Risk Management & Quality Control:
- Ensure that all process and technology changes comply with all Regulatory Compliance Regulations, Policies, and Procedures while maintaining a strong focus on risk mitigation and quality control
- Partner with legal, compliance, and internal audit teams to address potential risks and ensure that optimization efforts enhance both efficiency and regulatory adherence
Qualifications:
- Education: Bachelor’s degree in business, finance, or related field and/or equivalent work experience; MBA or advanced degree preferred
- Experience: 10+ years of experience in business optimization, process improvement, or mortgage operations management
- Business Analysis Skills: Proven ability to write and facilitate detailed and actionable business requirements for technology teams, with a strong understanding of technical and operational business needs
- Technology Proficiency: Strong knowledge of mortgage technology platforms (LOS, POS, CRM) and experience with automation, AI, and digital transformation initiatives
- Leadership: Demonstrated success in leading cross-functional teams and managing large-scale optimization projects in a fast-paced, regulated environment
- Communication Skills: Excellent verbal and written communication skills, with the ability to translate complex business needs into clear and actionable requirements for technical teams
- Problem-solving: Strong analytical and problem-solving abilities, with a track record of implementing data-driven process improvements
Working Conditions:
- Remote work with occasional office work
- Occasional travel may be required for key trade shows or vendor visits, as needed
Benefits:
- Competitive base salary, plus bonus plan
- Excellent choice of medical plans, eligible on Day 1
- Outstanding 401k with company match, eligible on Day 1
- Entrepreneurial, growth-oriented, collaborative culture
- Professional growth opportunities within the Company
