Responsibilities include but are not limited to:

Build and lead high-performing, customer-centric operations teams to manage a large, complex commercial loan portfolio with best-in-class processes.
Drive operational excellence across all servicing functions (Funding, Onboarding, Documentation, Collateral, Escrow, Imaging, Specialized Servicing) through strategic oversight, training, and performance management.
Champion automation and digital transformation initiatives, including identifying needs, sourcing vendors, validating systems, and overseeing implementation to enhance client and employee experience.
Ensure regulatory compliance and risk mitigation by interpreting laws and policies, embedding controls into workflows, and maintaining robust business continuity and disaster recovery plans.
Establish and monitor KPIs and performance metrics to optimize efficiency, transparency, and customer experience across all operational roles and processes.
Develop organizational capability through strategic workforce planning, including staffing design, hiring, coaching, and fostering a culture of customer care and accountability.
Serve as a key advisor and escalation point, resolving complex issues and providing critical support to the Head of Enterprise Loan Operations.

Required Skills:

Thorough knowledge and experience in Commercial lending and Servicing.
Extensive experience with Commercial origination and servicing platforms such as nCino, IBS, CLS, etc.
Deep understanding of regulatory compliance and operational risk in a banking environment.
Proven ability to lead both onshore and offshore teams, to manage change, and implement technology solutions.
Ability to leverage and utilize data and metrics to inform key decision making and performance execution.
Ability to translate complex rules and regulations into concise policy and procedures that assure compliance while ensuring an exceptional customer experience and efficient process.
Excellent communication skills, both verbal and written.
Able to effectively manage multiple priorities and assignments in fast paced environment.
Exceptional team building skills and leadership qualities.
Understanding of the capabilities and implementation of automated systems to promote efficiency, accuracy, repeatability (consistency) and efficiency.

Required Experience:

Bachelor's degree and minimum of ten years of experience in commercial banking and servicing, including lead agent servicing of complex participation loans.

Preferred Experience:

Head of Commercial Loan Operations

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