Mortgage Assistant Operations Manager

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At BankSouth Mortgage, we pride ourselves on providing exceptional mortgage services that empower individuals and families to achieve their homeownership dreams. As we continue to grow, we are seeking a highly motivated and detail-oriented Assistant Operations Manager to support the leadership and daily operations of our mortgage processing department.

This role serves as a key operational and administrative partner to the VP, Operations Manager, helping drive pipeline efficiency, SLA adherence, team productivity, and departmental organization. The Assistant Operations Manager will play an integral role in supporting daily operations, team administration, employee development, and process improvement initiatives across the mortgage operations team.

The ideal candidate is a strong communicator and team-oriented leader with mortgage LOA and processing knowledge and experience, proven organizational skills, and the ability to drive productivity and accountability across a fast-paced multi-location environment.

Essential Functions

Operational Leadership & Pipeline Management

• Support the Operations Manager in overseeing the daily operations, workflow management, and productivity of the LOA, processing, and hybrid teams across all branch locations.
• Assist in managing pipeline flow to ensure loans are disclosed, setup, submitted, approved, and cleared to close within established service level agreements (SLAs).
• Monitor loan pipelines daily and proactively identify bottlenecks, aging loans, and escalation items requiring attention.
• Coordinate closely with Production, LOA, Disclosure Review, Processing, Underwriting, Closing, and Post-Closing teams to ensure efficient loan movement and communication.
• Assist with management of clear-to-close (CTC) timelines, underwriting submission timelines, closing disclosure (CD) timelines, and change in circumstance (CIC) accuracy.
• Assist with managing Prior-to-Funding (PTF) and Prior-to-Purchase (PTP) conditions to support quality loan delivery.
• Provide operational support on escalated or high-priority loans as needed.
• Assist with load balancing within branches and company-wide as needed to maintain operational efficiency and SLA performance.
• Monitor team productivity metrics, pull-through rates, cycle times, and other key operational KPIs.
• Encourage and monitor adoption of all required technologies, operational tools, and systems.
• Participate in process improvement initiatives and operational projects designed to enhance efficiency, quality, and scalability.
• Serve as an escalation point for complex loan scenarios and assist with resolving borrower, LOA, processor, and internal partner concerns.
• Travel to BankSouth Mortgage office locations as required. Hotel and mileage reimbursement provided.
• Act as backup support for the Operations Manager when necessary.

Administrative Leadership & Team Support

• Assist the Operations Manager with daily administrative and personnel-related responsibilities.
• Review and approve LOA and processor timesheets for accuracy and completeness.
• Coordinate and manage PTO requests and scheduling to ensure proper team coverage and operational continuity.
• Assist with maintaining departmental staffing schedules and coverage calendars across all branches.
• Support the creation, tracking, and administration of LOA compensation agreements and related documentation.
• Assist leadership with performance management processes, including coaching documentation, goal tracking, and semi-annual performance reviews.
• Help monitor employee engagement, morale, and team development initiatives within the LOA and processing departments.
• Maintain departmental records, reporting, and operational documentation as needed.
• Assist with recruiting coordination, onboarding logistics, and training schedules for new team members.
• Support implementation and communication of departmental policies, procedures, and workflow updates.
• Partner with HR and department leadership on employee relations matters, performance improvement initiatives, and operational staffing needs.
• Prepare and distribute productivity, pipeline, SLA, and staffing reports for leadership review.
• Help coordinate departmental meetings, agendas, and follow-up action items.
• Coordinate with underwriting management & post-closing department on post-closing investor requests and follow-up items.
• Coordinate with LOAs, Processors and hybrids and the qualify control team resolve  pre-and post-close quality control findings
• Assist with monitoring and follow-up of customer experience feedback and unresolved Birdeye reviews in partnership with Production teams.

Training & Team Development

• Provide day-to-day coaching, mentorship, and support to processors and hybrid team members to improve quality, productivity, and customer service.
• Help identify training opportunities through trend analysis, file reviews, and quality control findings.
• Support onboarding and training of new processors and hybrid team members on BankSouth Mortgage policies, procedures, systems, and culture.
• Foster a culture of accountability, collaboration, professionalism, and continuous improvement within the department.

Compliance

• Responsible for learning, understanding and practicing required fraud prevention practice, BSA and OFAC compliance requirements.
• Ensure that BankSouth Mortgage adheres to all applicable federal and state regulations
• Maintain confidentiality of all customer files & associated information
• Assist examiners and auditors by providing required documentation
• Correct exceptions to issues found by examiners and auditors
• Attend monthly QC meetings and provide action plans as needed to overcome errors (virtual, phone or in-person) 

• Minimum 5+ years of mortgage processing experience with strong knowledge of FHA, VA, USDA, Conventional, Jumbo, and specialty loan products.
• Previous leadership, mentoring, or supervisory experience preferred.
• Strong understanding of mortgage underwriting, processing, closing, and post-closing functions.
• Knowledge of regulatory compliance requirements and investor guidelines.
• Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• Strong organizational, analytical, and problem-solving skills.
• Excellent verbal and written communication skills.
• Proven ability to coach, mentor, and motivate team members.
• Ability to collaborate effectively across departments and branch locations.
• Proficiency in Encompass, Microsoft Office Suite, and mortgage technology platforms.
• Strong time management and pipeline management capabilities.
• High school diploma required; bachelor’s degree preferred.

This job description is not intended to be all-inclusive, and employees will also perform other reasonable related business duties as assigned by immediate supervisor and other management as required.

Please note, we are not working with outside recruiters for this position.

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BankSouth Mortgage is an Equal Employment Opportunity (EEO) Employer committed to diversity in the workplace. It does not discriminate against any qualified employee or applicant on the basis of age, race, color, sex, religion, national origin, disability, protected veteran status, genetic data, gender identity, sexual orientation or other legally protected status.