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U.S. Bank Consumer Mortgage Site Manager Change Adoption & Support - Saint Louis, MO in EARTH CITY, Missouri


  • Partner closely with Operations Site Lead and Regional Sales Managers associated with the operations site.

  • Apply a change management process and tools to create a strategy to support adoption of the changes required by a project or initiative.

  • Meet regularly to discuss challenges and opportunities and plans to solve.

  • Measure effectiveness through various means - adoption metrics, usage and utilization reports, compliance and adherence reports, employee feedback, issue, compliance and error logs, awareness and understanding of the change, observations of behavioral change, employee satisfaction surveys, etc.

  • Creates actionable plans and deliverables for the five change management levers: communications plan, sponsor roadmap, coaching plan, training plan, resistance management plan.

  • Works with Retail Sales to provide post-MLOU training and support to ensure newly hired MLO’s are successful - lead incubation, lead nurturing, best practices related to application input, process flow and pipeline management.

  • Monitors file quality reporting, addresses issues through training and coaching, working with their manager and other means.

  • Works with Operations Site Lead and department managers on matters regarding departmental operations and procedures to improve efficiency, standardization of process and enhance delivery of service to our customers.

  • Assesses and identifies local training needs; develops materials required to educate Operations Site team members and associated Sales resources on changes being implemented.

  • Provide education to all resources impacted by the change and ensure their understanding of the change (who, what, when, why, how).

  • Monitor and track for adherence to change, assist and coach those that need additional help in adjusting to the new process to ensure the procedures are properly and efficiently carried out.

  • Serve as ‘subject matter expert’ and assist team members with questions or problems encountered.

  • Assists with addressing audit issues, identifying and/or monitoring for issues, participating in finding solutions of issues and training on and monitoring of solution adoption.

  • Report any system problem or defect to central team and participate in identifying work-around to use until resolution, ensuring site team is educated on and successfully able to perform the interim process.



  • 10 or more years of experience in project management-related activities

  • Two or more years of managerial experience.

  • Bachelor's degree or equivalent work experience.


  • Mortgage Retail Sales, and/or Processing and/or Underwriting and/or Closing experience or Correspondent Operations experience.

  • Solid understanding of platforms used in Sales/Operations teams.

  • Solid understanding of how people go through a change and the change process.

  • Excellent active listening skills and communication skills, both written and verbal.

  • Problem solving and root cause identification skills.

  • Ability to establish and maintain strong relationships.

  • Able to work effectively at all levels in the organization.

  • Ability to influence others and move toward a common vision or goal.

Job: Project Management / Analysis

Primary Location: Missouri-MO-Earth City

Shift: 1st - Daytime

Average Hours Per Week: 40

Requisition ID: 190039955

U.S. Bank is an Equal Opportunity Employer committed to creating a diverse workforce.

U.S. Bank is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, among other factors.