Senior Director Of Operations

*** NON-Remote Position with 50% Travel.

*** Ideal candidates are those residing in Minnesota or North Carolina.

The Global Digital Solutions business is tasked with transformative year over year growth. This key leadership role will play a critical part in the client and operational experience with our direct client and will be the subject matter expert on Mortgage operational procedures and best practices in the overall re-engineering process to Optimize, Standardize and Industrialize the delivery model while maintaining a customer obsessed focus. The role of the Director of Digital Operations, with a focus on mortgage is defined below, with a direct reporting line to the VP, Digital Services.

This position’s location will be based in Charlotte, NC or Shoreview, MN and is an in office role. The Senior Director will have people leadership, operational, P&L and customer relationship responsibility for a $20M multi-site program with domestic and international locations.

Responsibilities:

• Effective manage complex decision making process with significant organizational impact, managerial and budgetary responsibilities.
• Work cross-functionally with the other teams in the organization and interact with all levels of the organization to manage the business.
• Develop short, mid, and long-term goals for improving processes and optimizing technology, lead organizational change initiatives with relevant stakeholders to secure buy-in and adoption, successful implementation, after-action reviews to solicit feedback and address any remaining issues
• Monitor daily performance of all operations and management by taking action to maintain operational compliance with all company policies, procedures, and cost control objectives.
• Have an in depth knowledge of Fannie, Freddie, Ginnie and Non Agency regulations and guide requirements.
• Regularly interact with the Customer which includes regular updates, escalations and new initiatives.
• Responsible for planning, executing, and managing the operational and customer objectives.
• Responsible for creating a positive and inclusive work environment that values and respects the ideas and experience of all employees. Ensure Iron Mountain’s core values are upheld throughout the market providing necessary leadership and focus to the frontline workforce.
• Manage the Operations department to meet or exceed service level expectations to meet client SLA’s
• Establish KPIs and metrics to track and report on performance of processes and transform data into actionable insights and recommendations.
• Establish and track internal Key Performance Indicators to monitor workflow and assess performance and develop action plans to address underperformance
• The Director will lead and/or support optimization initiatives and projects while providing leadership and driving behaviors of direct reports through Operational Excellence.
• Responsible for driving a strong culture of leadership development with consistent standards and approaches to talent assessment

Key Skills, Requirements and Competencies:

• Undergraduate degree preferred
• Experience in a fast-pace, high-volume industry
• Strong P&L experience of similar scope and size
• Ability to travel domestically and internationally as needed up to 50% of overall time.
• Previous experience in a matrix management organization
• Exceptional hands-on problem-solving skills and decision-making ability in a fast-paced environment.
• Ability to apply decisions, and to think in broad terms, considering the impact of decisions across the entire company and Customers.
• Exceptional presentation, listening, verbal and written communication skills, including an ability to communicate effectively at an executive level
• Financial Acumen: Solid understanding of financial statements and how to use the data to make business decisions.
• Previous experience managing client accounts, developing client relationships and maintaining a high degree of client retention.
• Graduate degree preferred
• Demonstrated ability to build short and long-term business plans
• 7 to 15 years’ experience leading/managing in a customer focused service industry
• Knowledge of general mortgage industry
• Strong business and financial acumen

US: Iron Mountain is an equal opportunity employer, and does not discriminate on the basis of race, color, creed, religion, national origin, ancestry, citizenship status, marital status, age, sexual orientation, disability, veteran status or other legally protected classifications under applicable federal, state, or local laws in making employment decisions.