Mortgage Operations Manager - HSBC - Depew, New York - EXPIRED
Posted on: 05-18-2020 in Depew, New York
This is an archive of an expired job.
Job Information:
Company: HSBC
North America-United States-New York-DEPEW
- Coach, motivate and lead a
team to deliver excellent customer service to a wide range of HSBC RBWM
local and international customers (whille ensuring the cost effectiveness
of the operation).
- Recruit, develop and lead a
team to handle all functions and regulations related to loan processing.
- Deliver upon quantitative
and qualitative key performance indicators, in line with our business
strategies and regulatory requirements (scorecard).
- Continually review and understand
work practices and policies to ensure ongoing audit and risk standards are
met.
- Ensure fair outcomes for
customers are delivered in all situations.
- Manage a loan Operations
team
Impact on the Business
- Manage business capacity
- Set the framework for the
Management team and oversee the day today delivery of Mortgage Operations.
- Set forth the vision for the
team focusing on supporting sales and delivering a best in class customer
experience.
- Work with the Management
team to implement processes and procedures in order to effectively manage
pipelines and control loan aging.
- Ensure the operations meet
all performance targets including standards in quality.
- Analyze and interpret
complex data and make high quality and timely decisions.
- Effectively communicate all
operational requirements and changes to team members.
- Lead the team to achieve
published standards and other key performance indicators (attendance,
revenue, retention, service levels, operational risk, etc).
- Ensure that the team meets
all performance targets including standards in quality and productivity.
- Ensure team is abiding by
first call resolution in alignment with global standards to promote
customer satisfaction.
- Escalate / proactively
manage service levels at times of increased service pressure.
- Build relationships with
sales and internal partners
Customers / Stakeholders
- Mortgage Retail Sales
- Mortgage Direct
- Mortgage Business
Development and Customer Acquisition
- Credit risk – RBWM
- BRCM and Compliance
functions supporting RBWM
- Underwriting Quality Control
- RBWM
- Private Bank Mortgage team –
sales and credit
- Key vendors supporting
Mortgage Loan Originations at HSBC
- Third Party Management
function in HSBC
- Head of Mortgage and
Mortgage Leadership Team
Leadership & Teamwork
- Lead and develop an
effective team through communication, performance management, development
plans and reward/recognition practices.
- Promote an environment that
supports diversity and reflects the HSBC brand
- Provide clear performance
management for direct reports and coaching on managing teams.
Operational Effectiveness & Control
- Identify opportunities and
drive change through the organization.
- Ensure loan operations are delivered to Group
standards, resolving local issues and anomalies.
- Ensure compliance with
regulatory procedures and management and timely implementation of key
audit recommendations.
- Complete other
responsibilities, as assigned.
Major Challenges
- Deliver desired outcomes –
positive customer experience, reduced cost per loan, increased
through-put, regulatory compliance
- Ensure compliance in a
complex environment with demanding internal standards, multiple internal
control functions and multiple government regulators.
- Completing multiple tasks under
aggressive time constraints while making accurate decisions with a sense
of urgency.
Role Context
- Working with a wide range of
direct and functional areas to manage loan processing team.
- Close collaboration with
mortgage management team, RBWM Credit risk, Legal and Compliance to
constantly execute operations and meet our customer needs.
Management of Risk
- Ensure compliance,
operational risk controls in accordance with HSBC or regulatory standards
and policies; and optimize relations with regulators by addressing any
issues.
- Remediate Audit Findings and
Regulatory Matters Requiring Attention (MRAs). Ensure Compliance with
related Consent orders (i.e. AML, Know Your Customer (KYC)/Customer
Information Profile (CIP), Mortgage Electronic Registration Systems
(MERS), Affidavit and Notary Compliance, risk assessments and control
monitoring.
- Ensure employees apply
compliance, operational risk controls in accordance with HSBC or
regulatory standards and policies; and optimize relations with regulators
by addressing any issues., The physical demands/work environment described
above are representative of those that must be met by an employee to
successfully perform the essential duties of the job. Reasonable
accommodations may be made to enable individuals with disabilities to
perform essential duties.
- Physical Demands/Work
Environment: Very good working conditions. Little or no physical demands.
Minimal handling of light materials. The physical demands/work environment
described above are representative of those that must be met by an
employee to successfully perform the essential duties of the job.
Reasonable accommodations may be made to enable individuals with
disabilities to perform essential duties.
Observation of Internal Controls
- Maintains HSBC internal control
standards, including timely implementation of internal and external audit
points together with any issues raised by external regulators.
- Loan Processing experience as well as knowledge of Mortgage systems
(both LOS and Image)
- Minimum
of 10-15 years proven bank, mortgage business, mortgage systems related
experience or equivalent.
- Minimum
of bachelor’s degree in business, related field or equivalent experience.
- Proven
management, communications, organizational, analytical, administrative,
problem-solving, project management and interpersonal skills.
- Proficiency
with personal computers as well as pertinent HSBC systems and software.
- Ability
to effectively lead/manage a team.
- Ability
to meet project deadlines and objectives independently and within the
team.
EEO/AA/Minorities/Women/Disability/Veterans If you would like to notify the Diversity Recruitment team of your application or if you are simply interested in learning about opportunities at HSBC, please email
[email protected]