Head of Mortgage Retail Fulfillment

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Job Overview

Overview:

This Director-level position oversees the strategic operations of Retail Mortgage Loan Fulfillment, encompassing Settlement Services, Processing, and Closing. The role leads a multi-site team focused on industry leadership in delivery and customer service, while also managing risk, ensuring client experience excellence, and achieving financial plan objectives. This position reports directly to the Head of Mortgage Operations.

Responsibilities:

• Provide strategic direction and leadership for core retail mortgage operations, focusing on efficiency, automation, and capacity planning.
• Manage managers across Processing, Closing, and Settlement Services.
• Cultivate partnerships with leaders in Correspondent Operations, Underwriting, Financial Accounting, and the Retail Sales Channels.
• Drive initiatives for automation and continuous improvement to streamline processes and enhance service delivery.
• Align operational strategy with corporate growth and digital objectives.
• Collaborate with First and Second Lines of Defense (ICRM, Risk, Compliance, Legal, IA, Operations) on business process changes, ensuring compliance with internal policies and regulatory requirements.
• Manage vendor relationships for mortgage solutions, including sourcing and contract negotiations.
• Partner with senior mortgage and bank leadership on strategic corporate initiatives.
• Ensure strict adherence to internal control policies and all regulatory, legal, and governmental regulations.
• Assess and mitigate risk in business decisions, safeguarding the firm's reputation and assets through compliance, ethical judgment, transparent issue reporting, and effective supervision.

Qualifications:

• Minimum 10 years of relevant experience, with a strong background in Mortgage Originations.
• Proven experience managing large, multi-level teams with diverse skillsets.
• Established network within the Mortgage and/or Banking industry.
• Proficiency in change management principles, control frameworks (three lines of defense), and complex problem-solving.
• Working knowledge of mortgage regulatory requirements and industry trends.

Education:

• Bachelor’s degree/University degree or equivalent experience
• Master’s degree preferred

Competencies needed to perform the role:

• Industry and competitor understanding.
• Strategic direction and management.
• Exceptional communication skills.
• Negotiation and executive presence.
• Strong partnership building.
• Accountability and team leadership.
• Influencing skills.

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Job Family Group:

Consumer Sales

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Job Family:

Consumer Sales Management

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Time Type:

Full time

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Primary Location:

Ofallon Missouri United States

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Primary Location Full Time Salary Range:

$170,000.00 - $300,000.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Anticipated Posting Close Date:

Sep 03, 2025

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