LOAN OPERATIONS GROUP MANAGER

LOAN OPERATIONS GROUP MANAGER

What does this person actually do? This is a senior Loan Operations / Loan Servicing leader responsible for managing multiple loan servicing functions, not just one team.

The person will oversee servicing operations involving:

• Consumer HELOC
• Mortgage
• Commercial C&I
• CRE
• MFR
• Syndication
• SBA servicing and reporting

The role owns the post-closing monetary and non-monetary servicing processes and works closely with Compliance and Legal.

A senior banking operations leader who knows mortgage servicing extremely well, has exposure to commercial and SBA lending, and can manage multiple servicing teams while owning controls, compliance, KPIs, risk, quality and process improvement.

Must have skills

TIER 1 - NON-NEGOTIABLE

1. 10+ years Mortgage Loan Servicing This is the biggest requirement in the JD.

The candidate needs substantial actual mortgage servicing, not merely mortgage origination, underwriting or processing.

2. 5+ years management They must have demonstrated people-management experience.
3. Multi-functional team leadership They need experience overseeing multiple teams, functions or business units.
4. Commercial lending knowledge

The candidate needs exposure to commercial lending, including ideally:

• C&I
• CRE
• MFR
• Syndication
• SBA

5. SBA servicing and reporting This is specifically called out in the qualifications and should be treated as an important differentiator.
6. RCSA

Strong knowledge of:

• RCSA
• Operational controls
• Policies and procedures
• Control effectiveness
• Risk management

7. Loan servicing systems The candidate should have meaningful experience with loan servicing technology/systems.
8. Process improvement

They need evidence of actually improving:

• Efficiency
• Productivity
• Cost
• Workflow
• Service quality

The JD specifically wants accomplishment of efficiency gains/cost savings, not merely participation in process-improvement projects.

TIER 2 - VERY IMPORTANT

Look for:

• KPI development
• KRI development
• SLA management
• Quality control
• Regulatory compliance
• Internal audit
• External audit
• Remediation
• Vendor management
• Third-party servicing oversight
• Policies and procedures
• Operational risk
• Staff development
• Recruiting
• Performance management
• Coaching
• Training
• Mentoring
• Scorecards
• Project implementation
• Operational Excellence

TIER 3 - NICE-TO-HAVE

Particularly valuable:

• Consumer HELOC
• Mortgage servicing
• Commercial servicing
• SBA
• CRE
• C&I
• MFR
• Syndication
• Vendor servicing
• Banking transformation
• Automation
• Workflow redesign
• Large-scale servicing operations

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