Senior Director, Home Loans Operations

The Senior Director, Home Loans Operations is responsible for managing the successful operation of SoFi’s Home Loans Operations, and helping to drive its growth.  The role is responsible for managing day to day execution of the business, specifically Underwriting, Processing, Closing and other such functions critical to taking a Mortgage or Home Equity loan from application to funding.  This also includes working with a cross-functional team including such key functions as Marketing, Sales, Finance, Pricing, Technology, and our Credit Risk and Compliance partners. This role will report to the VP, Business Unit Leader, Home Loans and partner closely with them to develop strategic initiatives addressing growth, financial performance, and delivery of operational excellence. 

Key Responsibilities:

Leadership & Strategy:

• Develop and implement operational strategies aligned with the company’s overall goals.
• Lead, mentor, and manage the operations team leadership to achieve performance targets and professional growth.
• Collaborate with executive leadership to shape and drive the strategic direction of Home Loans Operations.
• Lead targeted cross-functional business growth and improvement initiatives.

Operational Management:

• Oversee day-to-day operations, including the loan processing, underwriting, and customer support that happens during a Loan Origination process.
• Ensure all processes are efficient, scalable, and compliant with industry standards and regulations.
• Continuously evaluate and improve operational workflows to enhance productivity and customer satisfaction.

Regulatory Compliance:

• Maintain up-to-date knowledge of relevant regulations and ensure the division’s operations comply with federal, state, and local laws.
• Implement and monitor compliance programs, conducting regular audits and risk assessments.

Performance Monitoring:

•  Establish and track key performance indicators (KPIs) to measure operational success.
•  Analyze performance data to identify trends, address issues, and implement improvements.
•  Leverage data and analytics to drive business growth and help oversee the P&L.

Customer Experience:

•  Drive initiatives to enhance the customer journey, ensuring high levels of satisfaction and retention.
•  Develop and implement strategies to resolve customer issues promptly and effectively.
•  Participate in resourcing / budget, marketing strategy, and product roadmap discussions, advocating for Home Loans Operations initiatives 

Collaboration & Communication:

• Foster strong cross-functional relationships with other departments, such as Sales, Marketing, IT, and Finance.
•  Communicate operational goals, achievements, and challenges to stakeholders at all levels of the organization.

Qualifications:

• Minimum of 10 years of experience in mortgage, or related financial services industry, with at least 5 years in a senior leadership role.
• Deep understanding of home loans products, lending processes, and regulatory requirements.
• Proven track record of driving operational excellence and leading high-performing teams.
• Exceptional strategic thinking, analytical, and problem-solving skills.
• Excellent communication, interpersonal, and leadership abilities.
• Proficiency in relevant software and tools, including loan origination systems.