Director Of Retail Mortgage Operations 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. Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi. View Citi's EEO Policy Statement and the Know Your Rights poster. Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.