East West Bank is seeking a Loan Operations Group Manager who will be responsible for the oversight and management of the Loan Servicing Teams including services of Consumer HELOC and Mortgage, support of commercial C&I, CRE, MFR, Syndication, and SBA servicing and reporting.  The group manager reports to the Sr, Director of Loan Operations and is responsible for the management of all post-closing monetary and non-monetary loan service processes.  The group manager will also work closely with the compliance and legal departments to ensure compliance with all laws and regulations. This position will create and maintain a culture of continuous improvement across all aspects of Loan Operation.

• Develop and implement operational plans and goals for multiple loan serving units.
• Manage staffing in several areas of Loan Operations including all HR related activities such as, recruiting, performance evaluations, coaching, training, mentoring, and score cards.
• Establish required processes and quality control procedures.  Implement and provide ongoing management of the loan servicing teams and processes.    
• Direct loan operations activities to meet established goals and appropriate turnaround time to meet regulatory requirements for time sensitive activities.
• Establish KPIs and KRIs and monitor productivity and efficiency of multiple business units, against set goals.
• Proactively implement process improvements to ensure service quality, service level agreements and Operational Excellence.  Implement metrics for tracking of operational efficiency improvement.
• Create and maintain a collaborative work environment that facilitates the achievement of business plan objectives.
• Implement processes to ensure that Loan Operations complies with all federal, state, local laws and internal Bank policies.
• Certify RCSAs and ensure all controls are properly designed and effective
• Perform periodic review of all processes including 3rd party vendor processing and audit of their process.
• Respond to internal and external audit requests and findings and implement remediation actions to any identified noncompliant processes or areas of concern.

• Perform all other managerial or project duties as assigned my management.

• Bachelor Degree in Finance, Accounting, Business Administration, or Economics.
• Minimum 10 years’ experience in  Mortgage Loan Servicing with exposure to SBA servicing and reporting. Knowledgeable in Commercial Lending.
• 5+ years of management experience.
• Experience managing multi-functional  team.
• Strong knowledge of RCSA and development of policies and procedures
• Strong project implementation skills
• Strong loan servicing system knowledge.
• Strong analytical and process improvement capabilities with accomplishment of efficiency gains/cost savings.
• Exceptional written and verbal communication skills.  Ability to effectively interact with all levels of the organization including senior management.
• Excellent decision-making, problem solving and organizational skills with the ability to multi-task in a fast paced environment.
• Ability to build effective relationships internally with multiple business units.