The Loan Operations Unit Manager is responsible for the day-to-day management of a Loan Closing and Funding Unit, including pre-closing due diligence review and approval, pre-onboarding data validation, loan onboarding, post-onboarding quality control, loan funding activities, post-closing loan monitoring, reporting, and operational risk management. This position leads a team of approximately 10 associates and is responsible for ensuring operational excellence, regulatory compliance, service quality, process efficiency, and alignment with the Bank’s strategic growth initiatives. The Manager partners with Credit, Relationship Management, Treasury, Finance, Technology, and other business units to drive operational effectiveness, implement process improvements, support new products and services, and organizational change initiatives.     

Strategic Leadership

• Support Senior Managers to develop and execute operational strategies that support the Bank’s growth objectives, client service standards, and risk management framework.
• Support operational improvement, automation, and transformation initiatives to enhance efficiency, scalability, accuracy, and client experience.
• Identify opportunities to streamline workflows, reduce risk, and improve productivity through process redesign and technology solutions.
• Partner with business, credit, risk, finance, and technology stakeholders to support new lending products and strategic projects.

Performance Management & Operational Excellence

• Manage and develop a team of approximately 10 associates, including hiring, coaching, performance management, succession planning, and professional development.
• Ensure the unit consistently achieves established Service Level Agreements (SLAs), accuracy standards, and productivity targets.
• Monitor performance through turnaround times, loan boarding accuracy, funding timeliness, documentation exception rates, and productivity goals.
• Maintain a strong control environment focused on operational accuracy, risk mitigation, and continuous improvement.

Risk Management, Audit & Controls

• Ensure the unit maintains satisfactory audit and regulatory examination results, with no high-risk findings and no repeat audit or RCSA issues.
• Oversee remediation efforts for identified control weaknesses and ensure timely resolution of audit, compliance, and operational risk findings.
• Perform periodic reviews of operational controls, procedures, and vendor-supported processes.

Change Management

• Support organizational change initiatives and ensure successful implementation of new processes, systems, products, regulatory requirements, and operational procedures.
• Develop communication, training, and adoption plans to support business and regulatory changes.
• Promote a culture of continuous improvement and adaptability.

Data Analytics & Reporting

• Develop and analyze operational metrics, trends, KPIs, and KRIs to support leadership decision-making.
• Identify trends, root causes, and opportunities for risk reduction and process optimization.
• Prepare and deliver management reporting, dashboards, and performance analyses to senior leadership.
• Utilize reporting and business intelligence tools to enhance visibility into operational performance, capacity management, service delivery, and risk exposure.

Vendor Management

• May participate in the monitoring of vendor performance against established service level agreements and escalate issues as needed.
• May participate in vendor reviews, risk assessments, and process audits.

• Bachelor's degree in Business, Finance, Accounting, Economics, or a related field, or equivalent combination of education and relevant experience.
• Proven experience leading operational change management, process improvement, and business transformation initiatives.
• Demonstrated ability to establish, monitor, and improve KPIs, KRIs, SLAs, quality measures, and productivity standards.
• Experience managing cross-functional initiatives and collaborating with business, risk, compliance, technology, and finance partners.
• Strong data analysis and reporting skills with the ability to translate operational data into actionable business insights.
• Experience with commercial loan platforms such as LaserPro, FIS-IBS Insight, Synergy, or similar systems preferred.
• Proficient in Microsoft Office applications with advanced Excel skills required.
• Experience with Power BI, reporting tools, and dashboard development preferred.