Mission Summary

At the forefront of operational excellence and strategic transformation, the VP, Loan Operations is a visionary and influential senior leader who propels the department forward, championing modernization, driving efficiency, strengthening risk management, and elevating customer experience. This role is not just about managing loan documentation, servicing, and post-closing processes; it is about architecting the future of loan operations by leveraging technology, artificial intelligence, data, process excellence, and talent to deliver best-in-class solutions for our customers and our bank.  

This role requires a strategic loan operations leader who stays ahead of emerging lending technologies, regulatory developments, and customer expectations, actively identifying opportunities to streamline workflows, strengthen controls, improve decision making, and create scalable support for Commercial, Consumer, Small Business, Mortgage, and SBA lending.  

The VP, Loan Operations is a catalyst for change, fostering a culture of proactive problem-solving, root cause analysis, continuous improvement, and high performance. With a strong ability to influence across all levels of the organization, this leader partners with senior leadership and cross-functional teams to shape strategy, optimize resources, responsibly incorporate AI and automation, and ensure Loan Operations is agile, resilient, and aligned with the bank’s growth objectives.  

Objectives of this Role 

• Lead the Loan Operations team with vision, purpose, and influence, cultivating a culture of excellence, accountability, innovation, and continuous improvement. 
• Drive strategic initiatives that advance operational efficiency, scalability, risk management, regulatory compliance, and customer satisfaction. 
• Collaborate across departments to deliver seamless, scalable solutions supporting Commercial, Consumer, Small Business, Mortgage, SBA, and other lending products and services. 
• Champion the responsible adoption of new technologies, artificial intelligence, automation, analytics, and process enhancements, positioning Loan Operations as a strategic partner in the bank’s transformation. 
• Ensure proper internal, accounting, and operational controls are in place, functioning as designed, and evolving with the business and regulatory environment. 
• Serve as a thought leader and trusted advisor to senior leadership, providing insights and recommendations that shape the bank’s lending operations strategy.  

Essential Functions 

• Architect and execute strategies that drive operational excellence, efficiency, scalability, and service quality across loan documentation, servicing, and post-closing functions. 
• Lead, mentor, and empower a high-performing team of Loan Operations managers and staff, both remotely and on-site, cultivating talent, fostering collaboration, and driving results. 
• Oversee daily operations, performance management, and resource allocation to ensure departmental goals, service standards, and customer commitments are achieved. 
• Develop and implement policies, procedures, and controls that support innovation, regulatory compliance, accounting integrity, operational resilience, and risk mitigation. 
• Champion the responsible use of artificial intelligence, intelligent automation, workflow technologies, and data analytics to improve operational efficiency, reduce manual work, strengthen controls, and enhance customer and employee experiences. 
• Identify, prioritize, and sponsor practical AI and automation opportunities across loan documentation, servicing, post-closing, quality assurance, exception management, operational reporting, and control monitoring, partnering with Technology, Data Analytics, Risk, and Compliance on implementation and governance. 
• Partner with technology, lending, credit, product, and business leaders to assess, implement, and enhance loan processing systems, workflow platforms, automation tools, and emerging capabilities. 
• Drive continuous improvement through active listening, root cause analysis, data-driven decision making, workflow simplification, and a relentless focus on customer-centric outcomes. 
• Streamline loan processing workflows to reduce turnaround times and improve accuracy, productivity, consistency, and resource utilization. 
• Develop and maintain operational metrics, dashboards, and regular reporting to measure performance, identify trends, support resource planning, and surface opportunities for improvement. 
• Ensure compliance with all relevant laws, regulations, investor requirements, industry standards, and internal policies governing Loan Operations; proactively identify potential risks and develop mitigation strategies. 
• Oversee relationships with external service providers, loan servicing companies, and technology vendors, ensuring performance meets expectations and complies with contractual agreements. 
• Assist in annual budget planning and manage departmental performance against approved budgets. 
• Influence and engage stakeholders across the bank to align operating priorities with lending strategies and enterprise goals. 
• Represent Loan Operations in strategic initiatives, cross-functional projects, and executive forums, advocating for the department’s vision and priorities. 
• Model integrity, transparency, accountability, and ethical leadership in every interaction.  

Qualifications 

• Bachelor’s degree in finance, business administration, or a related field preferred; advanced degree or relevant professional certifications are a plus. 
• Minimum of 10 years of experience in loan operations, including at least 5 years in a leadership role. 
• Deep understanding of loan documentation, servicing, and post-closing processes across Commercial, Consumer, Small Business, Mortgage, and SBA lending. 
• Strong knowledge of lending regulations, compliance requirements, investor requirements, accounting controls, operational risk management, and internal controls. 
• Exceptional strategic thinking, business acumen, analytical, problem-solving, and decision-making skills. 
• Demonstrated ability to lead transformational initiatives, influence stakeholders, and deliver measurable results in a dynamic environment. 
• Proficiency in leveraging technology, automation, artificial intelligence, workflow tools, and data analytics to optimize processes and outcomes. 
• Outstanding communication, collaboration, and interpersonal skills, with the ability to inspire and influence at all levels. 
• Proven ability to develop high-performing teams that are proactive, accountable, collaborative, and committed to continuous improvement. 
• Proficient at influencing and collaborating with those outside of reporting authority to achieve shared business goals and objectives. 
• Skilled at prioritizing duties, working under time constraints, handling multiple initiatives, and remaining flexible as priorities and assignments change.  

Competencies 

• Lending Operations and Innovation Driver 
• Customer Centric Focus 
• Agent of Change 
• Skilled Leader that Empowers Teams 
• Excellent Communicator, both Written and Oral 
• Results Oriented with the Ability to Execute Bank Initiatives 
• Driver of Diversity and Inclusion 
• Acts with Integrity 
• Collaborates Across Bank Channels 
• Possesses Strong Business Acumen 
• Data-Driven Decision Maker 
• Continuous Improvement and Root Cause Analysis Champion 
• Technology and AI Transformation Leader 
• Risk and Control Mindset  

Other Duties  

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities are as required and may change at any time with or without notice.  

Physical Demands