• Mortgage Solution Manager

    Job Location(s) US-TX-Dallas
    Requisition #
  • Overview

    Iron Mountain Incorporated (NYSE: IRM), founded in 1951 and ranked as a Forbes 2018 America’s Best Employers, is the global leader for storage and information management services. Trusted by more than 225,000 organizations around the world, Iron Mountain stores and protects billions of valued assets, including critical business information, highly sensitive data, and cultural and historical artifacts. Providing solutions that include information management, digital transformation, secure storage, secure destruction, data centers, cloud services and art storage and logistics, Iron Mountain helps customers lower cost and risk, comply with regulations, recover from disaster, and enable a digital way of working. Visit www.ironmountain.com for more information.


    Direct and control for all operations under assigned scope of control in the most cost effective and customer satisfying manner by leading and coaching a high performance team.  Ensure a high level of Total Customer Satisfaction (TCS).  Ensure all employees understand and follow Safety & Security procedures.  Provide leadership on all aspects of Operational Excellence and Service Level Agreements.  Knowledge of the Fannie Mae, Freddie Mac, Ginnie Mae Guides, as well as other industry regulations are necessary for success.  Responsible for overall management of the specific task order(s) as well as daily reporting.  Multitasking and prioritize competing tasks to meet service levels and customer expectations.


    • Operational Excellence, Standards & Compliance - Accurately process financial data and employee information.  Build internal and external relationships through exceptional problem solving, ownership and follow through including vendor management.  Establish and consistently meet/exceed customer/department service levels and objectives. Ensure prompt and accurate completion of all service requests by customers.  Research and resolve service issues and implement long term solutions. Review and audit operations in order to understand and communicate results including productivity, service and quality targets. Drive margin by controlling costs. Analyze the entire operations in order to achieve maximum efficiency and quality service including productivity targets.  Analyze entire operation in order to achieve maximum efficiency and quality service including internal partnership and vendor management. Recommend solutions and changes for improving operational excellence and innovation.  Monitor metrics and customer reporting daily, while communicating and directing the team to meet service levels.


    • Teaming/TCS – Consistently meet/exceed customer service level standards and act as the “voice of the employee”.   Model exemplary customer service behaviors.  Meet with your department daily to review service levels/performance and obtain feedback.  Participate in facility tours.


    • Human Resources/Workforce Leadership – Manage department performance through motivation, monitoring and coaching.  Communicate effectively with employees regarding changes which affect employees. Interview, select and maintain an effective work force.  Meet individually with employees to jointly develop and agree upon written goals and objectives, conduct OJT’s, determine future training needs, performance management and career development plans.  Develop and record individual performance goals and objectives with General Manager.  Meet/exceed individual performance goals and objectives.


    • Safety & Security - Ensure compliance with Federal, State/Provincial and local laws, as well as, Iron Mountain policies and procedures. Take active role in Facilities Self Audit program.


    • Perform other duties as assigned.


    Experience Required:

    • 4-7 years of recent experience in leadership with at least 3 years hands-on management in the mortgage service or document custody industry in a multi-business and multi-site operation.
    • Managing and overseeing teams of 40+ associates
    • Experience in a goal oriented, fast paced production based environment.
    •  Must be able to interact in a team environment and lead by example
    • Ability to manage, oversee and identify efficiencies within repetitive operational task(s)
    • Understanding of accounting and factors that affect margins.


    Skills Required:

    • Excellent Verbal and Written communication skills
    • Strong organizational and time management skills
    • Must physically work in the office
    • Effective communication with senior management, staff and internal/external customers
    • Critical thinking and problem solving skills
    • Excellent PC and Keyboarding skills used throughout the day with high attention to detail to match names, numbers, and other data to documents
    • Most demonstrate and maintain excellent attendance
    • Ability to move quickly/accurately with hands while multitasking
    • Ability to work Overtime and Saturdays with short notice
    • Must be Detailed-oriented


    Education Required:

    • Minimum Education: HS Diploma Minimum Experience: 3-5 years
    • Preferred Education: 2Yr Degree + Preferred Experience: 4-7 years


    Certifications Required: None


    Physical Requirements (lifting/standing/sitting):

    • Able to reach above head, lift and move files as required.
    • Able to move about the operation for 30-60% of your day.
    • Lifting, moving, pushing and pulling equipment, cases, metal containers, or boxes in excess of:
      • 10-20 lbs. Occasionally
      • 30-40 lbs. Occasionally
      • 40 lbs+ Rarely



    Compliance Obligations:


    It is the responsibility of every Iron Mountain employee:

    • to comply with all applicable laws, rules, regulations, and company policies
    • to exhibit ethical behavior in accordance with our Code of Ethics and Business Conduct 
    • to complete required training within the allotted time frame


    Every Iron Mountain employee has an obligation to promptly report issues and violations.

    Iron Mountain is an equal opportunity employer, and does not unlawfully discriminate on the basis of race, color, religion, sex, national origin, marital status, age, sexual orientation, gender identity characteristics or expression, disability, medical condition, U.S. Military or veteran status or other legally protected classifications in making employment decisions.

    Iron Mountain Canada is an employer broadly committed to providing an inclusive work environment that welcomes all people. Globally, we believe it is our diversity that contributes to our companies’ shared success. We work hard always to avoid discriminating on any grounds other than capability to perform the requirements of the job.

    Iron Mountain complies with the Accessibility for Ontarians with Disabilities Act and welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.