Loan Operations Transformation Manager

The Loan Operations Transformation Manager leads the execution of transformation initiatives that improve processes, optimize systems, and expand the responsible use of automation and artificial intelligence across Loan Operations. Working in alignment with the strategic direction established by department leadership, this role identifies and implements opportunities to simplify work, increase efficiency, strengthen controls, reduce risk, and improve scalability through technology-enabled solutions. 

The manager serves as the primary liaison between Loan Operations and key partners, including the Project Management Office, Information Technology, Enterprise Data, Risk, Compliance, Information Security, and third-party vendors. This role manages transformation initiatives from concept through implementation and benefit realization, ensuring alignment with strategic objectives, regulatory requirements, operational priorities, and measurable business outcomes.

Transformation & Strategy

• Execute the Loan Operations transformation strategy in alignment with the strategic direction established by department leadership. 
• Develop and maintain a multi-year transformation roadmap that reflects business priorities, operational risks, technology dependencies, and resource requirements. 
• Identify and evaluate opportunities to improve efficiency, quality, scalability, risk management, employee experience, and customer experience. 
• Evaluate emerging technologies and industry practices and recommend solutions that support sustainable operational improvements. 
• Exercise independent judgment in evaluating transformation opportunities, recommending solutions, allocating team resources, and escalating initiatives that require significant investment, policy changes, or executive approval. 

Process Improvement & Automation

• Lead end-to-end process reviews to identify inefficiencies, bottlenecks, control gaps, and automation opportunities. 
• Lead process redesign, workflow improvement, and automation initiatives from discovery through implementation and stabilization. 
• Expand the use of AI and automation tools to streamline operations and improve productivity.
• Measure and track results to ensure initiatives deliver expected benefits.

Systems & Project Delivery

• Serve as the primary liaison between Loan Operations, PMO, Technology, Enterprise Data, and vendors.
• Lead operational efforts for system implementations, enhancements, integrations, and conversions.
• Coordinate business requirements, testing, training, implementation planning, and post-launch support.
• Develop recommendations and establish priorities for technology investments and system enhancements in partnership with Loan Operations leadership.
• Monitor project performance, resolve or escalate barriers, and ensure initiatives remain aligned with approved scope, objectives, and risk requirements. 

Data & Reporting

• Partner with Enterprise Data teams to develop reporting, dashboards, and performance metrics.
• Use data and operational insights to drive decision-making and continuous improvement.
• Develop business cases, cost-benefit analyses, resource estimates, and benefit-realization measures for transformation initiatives.
• Monitor results against approved objectives and provide leadership with clear reporting on progress, risks, financial impact, operational outcomes, and variances.

Leadership

• Lead, coach, and develop team members; establish performance expectations and provide ongoing feedback and development support. 
• Assign work and align team resources with departmental priorities, project demands, and employee capabilities. 
• Foster a culture of innovation, accountability, collaboration, disciplined execution, and continuous improvement. 
• Provide regular updates to leadership on project status, risks, and business outcomes.
• Support compliance, audit, and risk management requirements.

Compliance Training:  Participate in all required compliance training, including Bank Secrecy Act/anti-money laundering training, as well as internal and external training programs, online training, meetings, and seminars/conferences, etc.

Other Duties:  This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

• Education: Bachelor's degree in Business, Information Systems, Operations Management, or a related field.
• Experience: 7+ years of experience in banking, operations, process improvement, business transformation, or a related area, 3+ years of leadership or project leadership experience.
• Required Skills:
  • Experience leading process improvement, system implementations, automation, or digital transformation initiatives.
  • Experience working with Operations, Technology, Data, Risk, and Project Management teams.
  • Knowledge of Lean, Six Sigma, Agile, or similar methodologies preferred.
  • Understanding of workflow automation, robotic process automation (RPA), artificial intelligence, or related technologies preferred.
  • Strong analytical, communication, organizational, and problem-solving skills.
  • Advanced proficiency in Microsoft Office applications.
  • Experience in Lending operations with knowledge of Loan Origination Systems (LOS), Loan Accounting Systems (LAS), workflow systems, and reporting platforms preferred.

• Must be able to pass a criminal background and credit check

FLSA Status: Exempt

Supervisory Responsibility

This position manages employees and is responsible for the coaching, development, and performance management of those employees.

Working Environment and Physical Demands

This job operates in a professional office environment. The role routinely uses standard office equipment such as computers, phones, copy machines, and printers.

Physical requirements:  sedentary, climbing, standing, stooping, or typing

Position requires schedule flexibility to work evenings and weekends as needed.

This position requires up to 25% travel.

United location within the footprint

Position Type

This is a full-time position.

Other

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.