Overview
POSITION IS ONSITE, NOT REMOTE
Lead a team with a focus of providing support across all fulfillment channels. Function as a key contributor in workflow management, new initiatives, process development and culture building. Key functions include monitoring workflows and queues to ensure service levels are met, developing process improvements or actively seeking methods to streamline business processes and managing and setting goals for a team.
The ideal candidate for this role will have phone experience talking with customers about their mortgages. Previous leadership experience is a plus. If you're innovative and able to think outside the box, this could be a great opportunity to bring new ideas to an exciting work environment.
Job Description

• Lead a team focused on providing support to the Mortgage Fulfillment Division
• Manage, monitor and measure the performance of queues and processes
• Oversee coordination within the division and across all areas within Pennymac to ensure consistent and proper execution
• Effectively leverage resources to monitor queue performance, identify patterns and trends causing issues and work towards business solutions
• Develop new and more innovative, efficient processes to improve overall end-to-end cycle times or improve quality
• Support, recommend and implement technology initiatives
• Responsible for communicating monthly results to Management on departmental performance objectives
• Monitor performance of staff according to established standards
• Act as the main point of escalation for all issues within the function
• Perform capacity and staffing planning to ensure adequate service levels are met
• May be required to support new business initiatives through demonstration of existing management capabilities
• Perform other related duties as required and assigned
• Demonstrate behaviors which are aligned with the organization's desired culture and values

Ideal Candidate will have the following:

• Advanced knowledge of Microsoft Office (Excel, Access, Word and PowerPoint)
• Strong analytical skill set
• Excellent presentation and organizational skills; ability to collaborate, manage and expand relationships across the organization and with all levels of management
• Ability to work with data, spot trends and draw conclusions
• Ability to work independently with minimal supervision
• Mortgage experience is a plus

Years of Experience:
5Education:
Bachelor's Degree