Overview To plan, direct and manage the operations of first mortgage origination in a designated geographical area for a section of Field Mortgage to ensure that the maximum number of mortgages are closed expediently, with appropriate documentation. Evaluate and adjust branch work quality, staff performance, systems, processes and procedures to meet goals. Promote NFCU products and services, particularly mortgage products in the assigned lending area. Serve as subject matter expert regarding branch functions, systems, policies and/or procedures. Manage daily activities of professional employees and/or supervisors. Support executive management in developing and executing strategic plans. Responsibilities Develop branch strategy, establish priorities and set goals; evaluate and implement standards and ensure alignment with department/organizational objectives Manage and direct operations to ensure production goals, service level agreements and corporate objectives are met Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards Conduct benchmarking and trend analysis to drive continuous improvement and elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency Identify and resolve operational and performance gaps and obstacles; implement changes and improvements Collaborate with various levels of staff as well as processing/closing teams to ensure loans are closed expeditiously with appropriate documentation Provide ongoing training for staff; coach, evaluate, and provide corrective guidance; provide regular feedback to staff on their performance based upon key performance indicators; evaluate training to ascertain effectiveness Provide feedback to Regional Manager on branch production, local market trends and competitive standing within the lending area Develop new business opportunities by participating in financial presentations, local realtor/builder events and sales meetings Build and maintain effective relationships with, staff, management, real estate professionals, builders, and with geographical branch partners to facilitate member awareness via Home Buyers Seminars, Lobby Days and mentoring/training opportunities Maintain thorough knowledge of and ensure compliance with applicable federal and state laws, rules, regulations and NFCU policies and procedures Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions Perform quality control audits to ensure adherence to applicable federal and state laws, rules, regulations, industry best practices, and NFCU policies and procedures Optimize member satisfaction by coaching team members to focus on communication and timeliness Provide timely updates to staff on systems, programs and regulatory changes Develop and implement new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume and/or management request Oversee the completion, evaluation, and submission of reports to senior management Develop and execute section budget Serve as change management lead for branch; apply change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans Perform supervisory/managerial responsibilities Ensure adequate/skilled staffing; select employees Establish performance goals and priorities Prepare, conduct and review performance appraisals Develop, mentor and counsel staff Provide input and/or prepare budget requirements for Annual Financial Plan (AFP) Ensure section/branch goals and objectives align with division/department strategy Ensure efficiency of operatio