Position Overview:

The Project Leader's primary responsibilities include overseeing end to end fulfillment units (processing and underwriting) daily, weekly and monthly production goals, while ensuring the level of expected service, quality and integrity of the loans are maintained. The Project Leader will be responsible for daily interaction with the Unit Managers to ensure pipeline and quality goals are on target, provide support with any challenges or areas of focus, and ensuring project are addressed with a plan identified for success. The Project Manager will partner with other Project leaders to ensure that changes are effectively communicated to their units and as an escalation path for member satisfaction and/or scope clarification or changes. Candidates must possess a strong sense of urgency with an ability to work in a unit environment, maintaining excellent organizational, communication, and PC skills.

Essential Job Functions:

Manage and lead a project unit consisting of 50+ staff
Motivate and lead unit to success using recognition, unit building activities and positive reinforcement
Oversee production and quality expectations are sustained to achieve monthly business goals and quality service levels
Hold daily/weekly huddles with Unit Managers, including Pipeline Manager, Quality Manager, and Performance Coaches to discuss trends, gaps, best practices, process changes and/or areas of focus in achieving production and quality goals
Conduct monthly sessions with Unit Managers, and staff to review performance of unit and any actionable items
Complete deep dive into all reporting categories to ensure movement of pipeline through all stages, and collaborate with managers and performance coaches to ensure success of units
Review internal and external audit reports and call monitoring and work with Performance Coach / managers to conduct individual coaching or unit training as needed; address any concerns with manager/unit member, if needed
Review labor reporting to monitor OT usage and ensure project is within monthly labor margin budget
Prepare for, attend, and document client meetings/visits/sessions
Ensuring financials are goals are met or achieved, such as gross margin and revenue
Collaborate and calibrate with other Project Leaders to ensure work cultures and best practices are unified
Maintain current knowledge of client scope requirements and processes
Assist in resolving fulfillment issues or customer escalations as they arise
Monitor and approve timecards in ADP
Address personnel issues with guidance from Site Leader and Human Excellence unit, as necessary
Complete performance reviews
Ensure no Personal and/or Proprietary Information (PPI) is present in unit area
Reports directly to Delivery Lead

Monthly Goal Expectations:

Oversee that all units deliver a consistently exquisite experience for the client's customers by meeting customer satisfaction objectives, meeting loan closings based on original requested close date, meeting target turn times established for refinances, managing that pipelines do not exceed specified age range, and call monitoring meet standards to maintain high level of customer satisfaction
Oversee risk and quality by ensuring In-line, post-closing, closing, and compliance audit results are within established targets, unit members are compliant when speaking to customers and 3rd parties, and security and privacy controls are maintained
Oversee financial and productivity targets are achieved, including monthly funding goal, dispositions per day, and loans per unit member
Document monthly conversation with unit members, as well general huddles held, and/or specific feedback/direction given to the unit member
Demonstrate a commitment to diversity and model behaviors which value each individual for their unique contribution and create an environment that allows each unit member to reach their potential

Requirements:

Minimum 5+ years origination background with management experience
End to end origination experience within past 3 years
Ability to lead varying levels of skill sets across multiple units
Acts as a champion for the customer/client, ensuring decisions and actions help achieve their goals
Ability to manage risks while ensuring optimal value and outcomes are achieved
Demonstrate a bias for action and a commitment to achieving sustainable results
Demonstrate visible commitment to Digital Risk and client core values
Ability to develop and align the talent needed to meet business goals
Strong analytic, interpersonal, and verbal and written communication skills
Detail oriented and goal driven
Ability to work in a flexible and production oriented environment
Strong leadership skills
Must be able to work in a high stress environment while delivering a high-level of customer service
Consistent communication with client and Sr. Leadership within Digital Risk

Digital Risk

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