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Director of Operations

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Location: Denver CO

Company Name: Computershare

Occupational Category: 11-1021.00,General and Operations Managers

Date Posted: 2020-02-10

Valid Through: 2020-03-11

Employment Type: FULL_TIME



Our key values – Certainty, Ingenuity and Advantage – drive everything we do: you can count on us to deliver with precision and reliability, every time. We look beyond today's problems to find tomorrow's solutions, focusing on finding new and better way to unlock your competitive edge and help you achieve your business goals.


The Director Operations will provide operational oversight of assigned account relationships and/or channel(s) of business. Tasks will include providing leadership and development for the operational management staff, ensuring the culture and working environment is conducive to optimum employee productivity, implementing changes to boost efficiency and manage revenue and expenses to meet or exceed targeted margin levels.

Primary Accountabilities

Lead and mentor assigned operations management staff.
• Manage performance of daily proactive pipeline management by operational leadership team.
• Provide support for escalated problem resolution.
• Resolve operational issues raised by sales managers.
• Work closely with the sales managers to identify new sales opportunities within assigned accounts.
• Work with training and development to provide training tools to assigned accounts aimed at increasing production volume or improving loan quality.
• Identify negative trends associated with key areas such as compliance or loan quality and work directly with sales managers to provide solutions.
• Manage process and procedure change or best practice communication to peers and sales managers.
• Manage direct reports so as to effectively evaluate, motivate, delegate and monitor their activities.
• Effectively communicate with internal and external management/clients/customers/vendors.
• While performing the duties of this position, the employee will view, have access to, and work with confidential financial data. The employee in this position must adhere to strict confidentiality policies and procedures.
• Promote innovation and encourage employees by providing them better growth opportunities.
• Identify and analyze negative trends to uncover root cause; taking corrective action to mitigate the challenges.
• Build teams, delegate responsibility and develop employee talents.
• Lead and conduct development, research, preparation and communication of operational and financial business plans.
• Participate in the formulation of consistent, efficient and cost effective processes, procedures and appropriate accountability.
• Monitor and report on performance relative to plan and strategic alignment.
• Recruit, hire and train the most qualified management team.
• Provide frequent feedback through coaching and performance reviews.
• Develop new strategies for the business to ensure growth and progress.
• Support the management team, maximizing synergies across the business to create a smooth day to day operation.
• Look for opportunities to expand and cross-sell products to existing clients.
• Network with potential clients and competitors in the market to gain business ideas and tactics.
• Set business goals to make sure employees are providing productive results for the company.
• Give presentations and generate reports for the reference of the company leaders.
• Control and balance resources and expenditures of the business.
• Investigate and explain expenses that show growth over time as a percentage of revenue.
• Look for opportunities to increase revenue and decrease expenses by a sufficient amount to meet financial goals.
• Know fixed and variable expenses, prepare for trends and revisit projected profit and losses; adjusting accordingly.
• While performing the duties of this position, the employee will view, have access to, and work with confidential financial data. The employee in this position must adhere to strict confidentiality policies and procedures.
• Perform related duties as requested.

• Effective verbal and written communication skills.
• Excellent interpersonal skills.
• Strong analytical and decision-making abilities.
• Ability to manage in a fast paced, high volume, customer focused environment.
• Proven time management and problem solving skills.
• Effective in counseling subordinates, providing input and evaluating employee performance.
• Results oriented and creative.
• Comprehensive understanding of internal and external environmental influences.
• Strategic thinker with strong relationship building skills.
• Superb planning and project management skills.
• Good judgment, strong initiative and a quick learner.
• Exceptional professionalism, poise and judgment.
• High proficiency in nurturing client relationships and building partnerships.
• Superior administrative and managerial skills.
• Far sightedness with the ability to effectively scrutinize and evaluate all departments of the company.
• Enthusiastic with the capability of creating motivation among the employees.
• Belief in teamwork and effectively interacting with the clients and employees.
• Ready to take on challenges and work through difficult situations.
• Proven ability and experience managing high functioning teams.
• Proficient in Microsoft Office including Outlook, Word, Excel and Visio.


To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience
• Bachelor's Degree required, MBA a plus.
• Ten (10) or more years Mortgage Fulfillment Operations experience required.
• Five (5) or more years of Fulfillment Operations Leadership experience.
• Proven ability to thrive in a goal-oriented, fast-paced and entrepreneurial environment.
• Demonstrated aptitude to drive production to achieve ambitious results.
• Established ability to identify and develop associates with leadership or other skills for succession planning