Mortgage Technology - Manager, Encompass Operations & Business Enablement

The Manager, Encompass Operations & Business Enablement sits between the Mortgage Technology Administration team and the VP, Mortgage Technology & LOS Integrations, serving as the primary operational liaison between day-to-day system support and enterprise-level vendor and platform strategy. This role owns the operational management of the Encompass Administrator team, including support workflow, escalation resolution, and roadblock removal, freeing the VP to focus on vendor management, product performance, and strategic platform decisions.Beyond team leadership, this role is a direct partner to business unit management across the organization, working hands-on with department leaders to assess current workflows, identify inefficiencies, and design and implement improved processes. This position requires someone equally comfortable managing a technical team and consulting directly with business stakeholders to translate operational pain points into workable solutions.
Key Responsibilities
Team Leadership & Operations

• Directly manage and develop the Senior and Junior Encompass Administrators, including workload distribution, prioritization, coaching, and performance management• Own the day-to-day support and enhancement case workflow, monitoring volume, trends, and resolution times, and stepping in to unblock or reprioritize when issues stall• Serve as the first-line escalation point for administrator issues, resolving what can be resolved at this level and determining what requires VP or vendor involvement• Conduct regular 1:1s and team check-ins to surface systemic issues before they become recurring fire drills• Support hiring, onboarding, and capacity planning for the administrator team as the function grows

Business Process Partnership

• Partner directly with management across business units to assess current workflows and identify opportunities for improved efficiency and user experience• Work with the VP to evaluate requested enhancements against technology strategy, system capabilities, competing priorities, and available resources before work is assigned for execution• Co-develop process improvement solutions with department leaders, balancing business needs against system capability and administrator bandwidth• Translate business requests into actionable, prioritized work for the administrator team, and translate system constraints back into terms business leaders can act on• Track and report on process improvement initiatives, including adoption and measurable impact

Governance, Support & Coordination

• Ensure administrators maintain operational processes that adhere to established change management, documentation, and audit requirements• Coordinate administrator involvement in User Acceptance Testing and functionality rollouts led by the VP, ensuring the team is prepared and resourced• Maintain visibility into system documentation and workflow records produced by the administrator team• Provide the VP with regular reporting on team performance, support trends, and business partnership outcomes

Qualifications

• 5+ years of experience in Encompass administration, mortgage technology, or a closely related LOS support function• 3+ years of experience directly supervising or leading a technical support or administration team• Demonstrated experience partnering with non-technical business stakeholders to assess and improve workflows• Working knowledge of Encompass Web, Partner Connect, and integrated ecosystem tools sufficient to manage and support administrator-level work• Familiarity with change management, release management, and audit/compliance requirements in a regulated environment• Process improvement or business analysis experience (Lean, Six Sigma, or equivalent hands-on experience) is a plus

Skills & Competencies

• Strong people management skills, including coaching, delegation, and performance accountability• Ability to operate as both a working manager and a business-facing consultant, shifting fluidly between the two• Excellent prioritization skills, able to manage competing demands from the admin team, business stakeholders, and the VP• Strong written and verbal communication, able to translate between technical and non-technical audiences• High attention to detail with a focus on accuracy, compliance, and audit readiness• Demonstrated initiative, ownership, and sound judgment on what to escalate versus resolve independently