Assessment and Development Plan for Operations
Written by: Laurie Duncanson, Lending Operations, Project Management, and Training Consultant
The mortgage industry is entering a new era of accelerated change —driven by AI, evolving customer expectations, and an aging workforce. To stay ahead, leaders must look inward and assess whether their Operations teams are truly prepared for what’s next. In addition interest rate movement, affordability issues, and changes to regulations will continue contributing to further impacts on the team.
These shifts raise critical questions for Operations leaders:
What impact will these changes have on your Operations team?
What new skills will be needed to maintain, adapt, and succeed?
What will be included in an overall development plan for the identified core competencies?
Assessing Employees in Operations
Beginning with identification of any developmental requirements for the existing role and determining what new requirements will be necessary in the future.
Has the employee mastered all existing requirements?
Does this employee have the ability and desire to learn the new musts haves?
Is it suitable for their personal attributes and achievement of their career goals?
This honest dialogue helps ensure the right people are in the right roles, now and for the future as well as provides the structure for the development plans.
Assessing Functions in Operations
Beyond evaluating individual employees, it’s essential to review each function within Operations. Ask questions such as:
Which functions may be automated, expanded, or redefined by AI and technology enhancements?
Which team members are approaching retirement, and how can their knowledge be captured and transferred?
Are there functions that need to be realigned based on future skill requirements?
Which functions will have direct interaction with customers, requiring stronger communication and service skills?
The answers to these questions will help determine what training, tools, and resources are needed along with associated budgets, timeframes, and ownership. Understanding both the people and process impacts ensures that the organization is positioned for a smooth transition as change accelerates.
Developing a Skill Plan
Once assessments are completed, the next step is mapping out the components and associated time frames. Beginning with a change management program for the entire Operations team to set expectations, reduce anxiety, and create a “common language.”
Next component is an interactive AI awareness and learning training that educate employees on the technology’s potential. Encourage team members to experiment, share ideas, and present innovations. This builds creativity, critical thinking, and engagement.
Subsequent training initiatives should focus on the specific skills and experience gaps identified during the assessments. Whether the solution involves new tools, automation, additional training, or cross-functional exposure, each component should reinforce three key elements:
A clear understanding of the “why” behind the changes.
Defined accountability and support from leadership.
Dedicated time and follow-through to embed new behaviors.
These considerations are essential to building an effective and sustainable program that develops talent and positions your Operations team for long-term success.
Assessing your team and functions today will help ensure your Operations team remains resilient, adaptable, and ready for the future. By investing in development now, you empower employees to embrace change rather than resist it and create a culture that thrives in a rapidly evolving mortgage landscape.
For more information on developing a long-term plan to prepare your Operations team for future requirements, contact our Director, Bill Dolan, at wdolan@scapartnering.com.
