Operations Manager 3

Summary:
The Loan Servicing Analysis and Support Manager leads a team of six full-time employees responsible for the analysis and resolution of commercial bilateral loan servicing inquiries. The Manager provides daily leadership, coaching, workload direction, and issue escalation support while ensuring work is completed accurately, timely, and in alignment with internal policies, loan documentation standards, regulatory requirements, and established service level agreements.
Role Responsibility:
Lead, coach, and develop a team of six FTE, setting clear expectations for quality, timeliness, ownership, professional judgment, and follow-through.
Manage daily workload, prioritization, capacity planning, and service level performance to ensure team deliverables are completed accurately and within established SLAs.

• Provide oversight for the analysis of commercial bilateral loan servicing inquiries, including complex document review, amortization analysis, system comparison, discrepancy resolution, and financial impact assessment.
• Review, challenge, and validate complex findings to ensure conclusions are well-supported, appropriately documented, and clearly communicated to bankers, relationship managers, and internal stakeholders.
• Create a strong control environment by reinforcing adherence to internal policies, loan documentation standards, procedures, regulatory expectations, and operational quality benchmarks.
• Monitor operational reporting, quality results, aging items, trends, and risk indicators to identify root causes, quantify impacts, and drive timely corrective action.
• Identify process gaps, control weaknesses, risk themes, and inefficiencies; escalate through appropriate governance channels and partner on sustainable remediation or process improvement solutions.
• Serve as an escalation point for complex, non-routine, or sensitive matters, applying sound judgment and ensuring appropriate engagement with Operations, Risk, Compliance, Technology, and business line partners.
• Support customer remediation events and system-related initiatives by coordinating team activities, validating scope and impacts, tracking progress, and communicating status, risks, and outcomes.
• Develop and maintain reporting that supports operational decision-making, financial impact analysis, trend identification, and leadership visibility into team performance and workload drivers.
• Translate complex analytical findings into concise, actionable guidance that enables customer-facing partners to respond effectively and consistently to customer inquiries.
• Foster a collaborative, accountable, and change-ready team culture that supports continuous improvement, knowledge sharing, and consistent execution in a dynamic operational environment.
  People Leadership Expectations:
• Set clear team priorities and individual expectations, ensuring each employee understands their responsibilities, deadlines, escalation paths, and quality/accountability standards.
  Provide regular coaching, feedback, and development support to strengthen technical capability, judgment, communication, risk awareness, and ownership across the team.
  Maintain balanced workload distribution, monitor capacity constraints, and proactively address performance, engagement, or execution concerns.
• Lead through change by communicating context, reinforcing expectations, addressing resistance constructively, and helping the team adapt to new processes, systems, and priorities.
• Promote an inclusive team environment where employees are encouraged to raise risks, share ideas, ask questions, and contribute to process improvement.
  Job Description:
• This role serves as the operational leader for complex inquiry resolution, portfolio and loan history analysis, amortization review, system comparison, and financial impact analysis. The Manager is accountable for building team capability, reinforcing disciplined execution, identifying risk and process improvement opportunities, and translating complex findings into clear guidance for bankers, relationship managers, and internal partners.
• The Manager plays a key role in customer remediation events, system-related initiatives, reporting, and strategic process improvements. Success in this role requires strong leadership, analytical depth, sound judgment, risk awareness, and the ability to lead through change in a high-volume, fast-paced operational environment.
• This is a people manager and operational leadership role responsible for directing a team of six FTE supporting Loan Servicing Analysis and Support activities. The role is focused on commercial bilateral loan servicing analysis, inquiry resolution, reporting, risk identification, and process improvement.
  The Manager partners closely with bankers, relationship managers, Operations, Risk, Compliance, Technology, and other functional teams engaged in commercial loan servicing. The role requires strong knowledge of AFS, loan documentation, amortization analysis, financial impact analysis, Excel, reporting, and operational controls.
  Preferred Skills:
  Preferred experience leading or providing work direction to operational, analytical, or loan servicing teams.
• Preferred experience with complex bilateral commercial loans, AFS Level III, amortization review, system comparison, and financial impact analysis.
• Strong people leadership skills, including coaching, prioritization, accountability, conflict resolution, and performance management support.
• Advanced analytical capability, including proficiency with Excel, reporting, portfolio analysis, trend identification, and data-driven decision-making.
• Strong risk and control mindset with the ability to identify, assess, document, escalate, and resolve operational risks or control gaps.
• Exceptional attention to detail and a demonstrated commitment to accuracy, completeness, data integrity, and consistent execution.
• Sound independent judgment with the ability to interpret loan documentation, servicing requirements, and procedural guidance in complex or ambiguous situations.
• Effective written and verbal communication skills, including the ability to summarize complex findings clearly for senior leaders, customer-facing partners, and cross-functional stakeholders.
• Strong organizational discipline and the ability to manage competing priorities, deadlines, escalations, and initiatives in a high-volume operational environment.
• Proven ability to collaborate effectively across Operations, Risk, Compliance, Technology, business line partners, and other functional teams.
• Success Measures Team delivers accurate, timely, and well-documented work products that meet SLAs and quality expectations.
• Complex inquiries and escalations are resolved with clear ownership, appropriate documentation, and effective stakeholder communication.
• Operational risks, process gaps, and reporting trends are identified and escalated with recommended actions or sustainable solutions.
• Employees demonstrate increased technical capability, judgment, ownership, engagement, and adaptability to change.