What are the responsibilities and job description for the Manager, Operations position at Unlock Technologies?
About Unlock
Unlock's mission is to unleash the power of home equity to enrich people's lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We're not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify. We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.
About the role
The Manager, Operations is a vital leader within the Unlock team, responsible for overseeing the daily operations of the Transaction Specialists (TS) and Transaction Specialist Leads (TSL). This role ensures that all files are managed and closed efficiently and accurately while maintaining high standards of customer service. The Manager, Operations plays a critical role in driving customer satisfaction and overall business success through strategic oversight, team management, process improvement, and compliance.
What you'll do
Unlock is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.
Unlock's mission is to unleash the power of home equity to enrich people's lives. We do this through a financial solution called a Home Equity Agreement or HEA, an entirely new way to access and utilize home equity. We're not a lender, so there are no interest charges or monthly payments and homeowners with poor credit or high levels of debt can still qualify. We're beyond passionate about helping our customers build greater financial resiliency. We are mission driven, consumer centric and our products are designed for the way homeowners want to live their lives today - with flexibility and control.
About the role
The Manager, Operations is a vital leader within the Unlock team, responsible for overseeing the daily operations of the Transaction Specialists (TS) and Transaction Specialist Leads (TSL). This role ensures that all files are managed and closed efficiently and accurately while maintaining high standards of customer service. The Manager, Operations plays a critical role in driving customer satisfaction and overall business success through strategic oversight, team management, process improvement, and compliance.
What you'll do
- Provide leadership, mentorship, and support to Transaction Specialist (TS) team members.
- Conduct regular team meetings to review performance, address issues, and share updates.
- Recruit, hire, onboard, train, direct, lead, and manage daily activities of Transaction Specialists and other team members.
- Coach, develop, and manage the performance of all team members, ensuring adherence to Unlock's values.
- Assist, mentor, and motivate team members to exceed daily, monthly, quarterly, and yearly goals and KPIs.
- Oversee the daily activities of the TS teams, ensuring efficient workflow and file management to meet departmental goals.
- Create and implement a pipeline management process to forecast accurate investment funding goals and metrics.
- Ensure team verifies applications from prospective homeowners, creates quality files, and finalizes terms for closings.
- Analyze and improve processes to enhance efficiency and accuracy, ensuring adherence to standard operating procedures.
- Collaborate with other departments on cross-functional projects to enhance operational efficiency.
- Monitor team performance against SLAs and KPIs, providing feedback and support for improvement.
- Enforce adherence to all internal SOPs, investment guidelines, and Unlock's mission statement.
- Ensure compliance with all legal, regulatory, and company requirements.
- Address and resolve escalated customer issues professionally, maintaining high customer service standards.
- Collaborate with senior leadership to develop and implement operational strategies.
- Analyze data and metrics to inform decision-making and drive continuous improvement.
- Develop and implement training programs for new and existing team members, fostering a culture of continuous learning and improvement.
- 5-7 years of mortgage or related processing experience.
- At least 3 years in a supervisory or managerial role.
- Proficiency in PC skills and the Microsoft environment.
- Strong organizational, leadership, and motivational skills.
- Proven ability to build and maintain strong relationships across all levels of the organization.
- Excellent communication and problem-solving skills.
- Ability to thrive in a high-volume, fast-paced environment and manage change effectively.
- Quarterly incentives based on performance.
- Discretionary time off for rest and recharge.
- Comprehensive health plans covering medical, dental, and vision, fully funded by us.
- 4% employer match to your 401(k) contributions.
Unlock is an equal opportunity employer. We evaluate qualified applicants without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, gender identity or other protected status under all applicable laws, regulations, and ordinances.
Salary : $78,000 - $120,000
