Overview
The Vice President of Sales Production is responsible for leading and driving sales performance, operational excellence, and production results across the Consumer Direct mortgage channel. This role oversees multiple Sales Managers and their teams, ensuring achievement of production goals, recapture, profitability, and a best-in-class customer experience. The Vice President sets strategic direction for daily sales operations, develops high-performing sales teams, and executes initiatives to optimize conversion, loan volume, and revenue growth. This position provides hands-on leadership to ensure the call center achieves its volume, profitability, and customer experience objectives, overseeing all aspects of call center production, including sales leadership, pipeline management, staffing, compliance, and process optimization. Responsibilities
Lead and develop a team of Sales Managers and Mortgage Loan Originators to consistently achieve and exceed ongoing production targets and performance objectives. Foster and maintain a high-performance sales culture focused on accountability, results, and continuous improvement. Monitor and analyze daily, weekly, and monthly performance metrics, facilitating individual and team review with Sales leadership to guide development, address gaps, and drive growth. Collaborate cross functionally with Marketing, Operations, and Secondary to align sales strategies with lead generation, pipeline capacity, pricing, and initiatives that enhance customer experience and retention. Utilize speech analytics, sentiment analysis, and call monitoring to deliver actionable feedback, identify coaching opportunities, and drive improved sales performance. Develop and execute strategies to enhance sales execution using real-time telephony coaching and AI-driven post call feedback. Implement and leverage performance management systems, dashboards, and reporting tools to support data-informed decisions. Conduct call reviews to ensure adherence to scripts and guidelines, providing constructive feedback on sales techniques and identifying key elements of successful calls to reinforce effective interactions. Oversee the development, testing, and implementation of new sales strategies and scripts, while designing and maintaining process workflows to support their effective execution. Lead daily and weekly sales huddles with Sales Managers to review KPIs, pipeline performance and action plans. Recruit, train, and mentor high-performing Sales Managers and Mortgage Loan Originators. Perform other duties as assigned Qualifications
Bachelor’s degree in Business, Finance, or related field preferred, or equivalent combination of education and experience. 8+ years of progressive experience in mortgages, preferably in a Consumer Direct model, including 5+ years managing high performing teams in a remote or multi-site call center environment. Proven ability to drive team performance, foster positive behaviors, and achieve production, profitability, and customer experience goals. Deep knowledge of mortgage product economics, pricing exception, underwriting workflows, compliance and risk management. Strong understanding of call center operations (inbound/outbound), workforce management, technologies (IVR, CRM, dialer, analytics) and mortgage sales performance metrics, including voice integration, automation, and AI/Chatbot support. Demonstrated success in designing, implementing, and optimizing training and development opportunities to enhance team performance. Excellent cross functional collaboration skills with proven ability to influence all levels of leadership and multiple stakeholder groups. Strong analytical and data driven decision making and comfortability in reviewing performance dashboards and making strategic recommendations and decisions. Ability to partner with technology and business partners to develop and implement solutions
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The Vice President of Sales Production is responsible for leading and driving sales performance, operational excellence, and production results across the Consumer Direct mortgage channel. This role oversees multiple Sales Managers and their teams, ensuring achievement of production goals, recapture, profitability, and a best-in-class customer experience. The Vice President sets strategic direction for daily sales operations, develops high-performing sales teams, and executes initiatives to optimize conversion, loan volume, and revenue growth. This position provides hands-on leadership to ensure the call center achieves its volume, profitability, and customer experience objectives, overseeing all aspects of call center production, including sales leadership, pipeline management, staffing, compliance, and process optimization. Responsibilities
Lead and develop a team of Sales Managers and Mortgage Loan Originators to consistently achieve and exceed ongoing production targets and performance objectives. Foster and maintain a high-performance sales culture focused on accountability, results, and continuous improvement. Monitor and analyze daily, weekly, and monthly performance metrics, facilitating individual and team review with Sales leadership to guide development, address gaps, and drive growth. Collaborate cross functionally with Marketing, Operations, and Secondary to align sales strategies with lead generation, pipeline capacity, pricing, and initiatives that enhance customer experience and retention. Utilize speech analytics, sentiment analysis, and call monitoring to deliver actionable feedback, identify coaching opportunities, and drive improved sales performance. Develop and execute strategies to enhance sales execution using real-time telephony coaching and AI-driven post call feedback. Implement and leverage performance management systems, dashboards, and reporting tools to support data-informed decisions. Conduct call reviews to ensure adherence to scripts and guidelines, providing constructive feedback on sales techniques and identifying key elements of successful calls to reinforce effective interactions. Oversee the development, testing, and implementation of new sales strategies and scripts, while designing and maintaining process workflows to support their effective execution. Lead daily and weekly sales huddles with Sales Managers to review KPIs, pipeline performance and action plans. Recruit, train, and mentor high-performing Sales Managers and Mortgage Loan Originators. Perform other duties as assigned Qualifications
Bachelor’s degree in Business, Finance, or related field preferred, or equivalent combination of education and experience. 8+ years of progressive experience in mortgages, preferably in a Consumer Direct model, including 5+ years managing high performing teams in a remote or multi-site call center environment. Proven ability to drive team performance, foster positive behaviors, and achieve production, profitability, and customer experience goals. Deep knowledge of mortgage product economics, pricing exception, underwriting workflows, compliance and risk management. Strong understanding of call center operations (inbound/outbound), workforce management, technologies (IVR, CRM, dialer, analytics) and mortgage sales performance metrics, including voice integration, automation, and AI/Chatbot support. Demonstrated success in designing, implementing, and optimizing training and development opportunities to enhance team performance. Excellent cross functional collaboration skills with proven ability to influence all levels of leadership and multiple stakeholder groups. Strong analytical and data driven decision making and comfortability in reviewing performance dashboards and making strategic recommendations and decisions. Ability to partner with technology and business partners to develop and implement solutions
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