Job DescriptionThe Senior Vice President, Real Estate Servicing & Specialized Operations, provides enterprise leadership for Navy Federal's end-to-end mortgage and home equity servicing portfolio and the specialized operations that protect members, the institution, and the integrity of the real estate lending business. The role is accountable for operational performance, member experience, regulatory compliance, first-line risk and controls, portfolio quality, and enterprise transformation across the life of the loan.
This executive sets the long-range strategy and operating model for Real Estate Lending (REL) Servicing & Specialized Operations; advises senior executive leadership on portfolio performance, risk, regulatory developments, and investment priorities; and partners across Legal, Risk, Compliance, Technology, Data, Finance, Internal Audit, Member Strategy, and other enterprise functions. The mandate is to deliver member-centered, digitally enabled, resilient operations that combine disciplined execution with strong governance, measurable outcomes, and a high-performing leadership bench.
Responsibilities- Enterprise Strategy & Executive Leadership
- Set and execute the short- and long-term strategy, operating model, priorities, policies, and performance expectations for REL Servicing & Specialized Operations in alignment with Navy Federal's mission, enterprise strategy, and member commitments.
- Advise senior executive leadership on real estate servicing strategy, portfolio performance, member-impact trends, regulatory developments, risk exposure, and business-improvement opportunities.
- Establish clear governance, decision rights, accountability, and operating cadence across a complex, multi-layered organization; hold leaders accountable for execution and sustainable performance.
- Serve as a credible enterprise spokesperson and strategic partner, translating business complexity into clear recommendations, investment choices, and action plans.
- Collaborate with executive colleagues to develop and execute enterprise initiatives and REL strategies that improve member outcomes, operational resilience, and long-term business performance.
- Mortgage & Home Equity Servicing, Member Experience & Portfolio Performance
- Direct end-to-end mortgage and home equity servicing operations to ensure accurate, timely, compliant, and empathetic service throughout the life of the loan.
- Set service standards and key performance indicators for member experience, quality, timeliness, productivity, complaints, delinquency, cure performance, loss mitigation, and operational effectiveness.
- Oversee performing and non-performing servicing activities, including account maintenance, payment and escrow processes, delinquency management, default servicing, loss mitigation, and member assistance, as applicable to the operating model.
- Use member insights, complaint trends, quality findings, and portfolio analytics to identify root causes and prioritize improvements that reduce friction and strengthen trust.
- Ensure servicing operations are positioned to scale efficiently while maintaining strong quality, control discipline, and a differentiated member experience.
- Fraud, Quality, Legal Support & Specialized Operations
- Lead enterprise-scale fraud prevention, detection, investigation support, and fraud loss recovery capabilities across Real Estate Lending; use data and analytics to identify anomalies, emerging schemes, and control vulnerabilities.
- Provide executive oversight of Quality Services, quality assurance, monitoring, and issue-management programs; ensure findings translate into sustainable corrective action and measurable risk reduction.
- Oversee legal-related reviews involving powers of attorney, living trusts, title matters, OFAC and exclusionary-list requirements, and other complex real estate lending documentation.
- Direct legal and litigation response support for title claims and other real estate lending matters, including discovery, documentation, and deposition-witness coordination.
- Maintain a high-trust operating partnership with Legal and serve as the primary business point of contact for complex originations, servicing, fraud, title, and litigation matters.
- Risk, Controls, Compliance & Regulatory Readiness
- Ensure compliance with all applicable federal and state laws, regulations, investor or agency requirements, NCUA and CFPB guidance, and Navy Federal policies governing mortgage and home equity servicing.
- Lead the design, operation, monitoring, testing, and continuous improvement of first-line controls in partnership with Risk, Compliance, Legal, Internal Audit, and other control functions.
- Maintain continuous exam and audit readiness; oversee timely, durable remediation of regulatory, audit, quality, and control findings.
- Ensure disciplined adherence to applicable requirements, including RESPA/Regulation X, TILA/Regulation Z, SCRA, ECOA, FCRA, FDCPA/Regulation F, Homeowners Protection Act, flood insurance requirements, BSA/AML, UDAAP, OFAC, privacy, fair lending, and state servicing laws.
- Strengthen operational resilience through business continuity, incident response, third-party risk management, data protection, capacity planning, and service-recovery practices.
- Manage key interactions with Internal Audit, external auditors, legal counsel, and NCUA and CFPB examiners.
- Digital Servicing Transformation, Data, AI & Technology
- Develop and execute a multi-year digital servicing transformation roadmap that modernizes platforms, streamlines workflows, expands member self-service, and improves end-to-end transparency.
- Use advanced analytics, automation, artificial intelligence, and machine learning to improve operational efficiency, detect fraud and anomalies, anticipate member needs, strengthen quality, and support better decisions.
- Partner with Technology, Data, Cybersecurity, Risk, Compliance, and Legal to ensure responsible adoption of AI-enabled capabilities with appropriate governance, privacy, security, fairness, explainability, and human oversight.
- Establish trusted data, near-real-time performance insights, and enterprise dashboards that connect operational activity to member, risk, quality, financial, and workforce outcomes.
- Drive agile change management and adoption, ensuring technology investments translate into measurable business value rather than isolated system implementation.
- Operational Excellence, Financial Management & Growth
- Review operational effectiveness, market and servicing trends, portfolio performance, and capacity needs; identify opportunities to improve efficiency, quality, technology, and sustainable growth.
- Oversee the preparation and execution of the annual financial plan (AFP), budget, forecasts, productivity targets, vendor spend, and investment priorities for the division in partnership with Financial Planning.
- Apply rigorous financial and operational discipline to evaluate return on investment, cost-to-serve, staffing capacity, service levels, and transformation benefits.
- Oversee vendor and third-party performance to ensure service, quality, control, resilience, and member-experience expectations are consistently met.
- Lead continuous improvement through data-driven problem solving, process redesign, simplification, and disciplined performance management.
- People Leadership, Culture & Succession
- Select, lead, coach, and develop a high-performing, multi-layered leadership team; build deep succession pipelines and bench strength for critical roles.
- Create a culture of accountability, sound judgment, inclusion, learning, and member-centered execution; reinforce clear performance expectations and ethical decision-making.
- Lead organizational transformation with transparency and empathy, helping teams adopt new operating models, technologies, skills, and ways of working.
- Advance employee engagement, leadership development, knowledge transfer, workforce planning, and talent mobility across the division.
- Manage performance and merit pay in accordance with established objectives, guidelines, and enterprise practices.
- Other Duties
- Perform other duties as assigned.
Qualifications- Bachelor's degree in business administration, finance, accounting, economics, real estate, or a related field, or an equivalent combination of education, training, and experience.
- Fifteen or more years of progressively responsible leadership experience in mortgage servicing, real estate lending operations, consumer loan servicing, or a closely related financial-services function, including senior leadership of a large and complex operation.
- Deep end-to-end knowledge of mortgage and home equity servicing, including performing and non-performing servicing, default management, loss mitigation, fraud risk, quality assurance, legal/title matters, and member or borrower operations.
- Expert knowledge of federal and state laws, regulations, and supervisory expectations governing mortgage servicing, real estate lending, fair lending, consumer protection, risk management, and regulatory compliance.
- Demonstrated success leading enterprise-scale transformation, operating-model redesign, servicing-platform modernization, automation, advanced analytics, and/or AI-enabled process improvement.
- Extensive experience designing and operating risk and control frameworks, managing regulatory examinations and audits, and driving issue remediation to sustainable closure.
- Proven ability to lead large, cross-functional, multi-layered teams and complex initiatives with significant business, member, financial, regulatory, and reputational impact.
- Strong financial acumen and experience managing large operating budgets, annual financial plans, workforce capacity, vendors, investment priorities, and measurable business outcomes.
- Exceptional executive communication, negotiation, influence, and consensus-building skills, including the ability to advise senior executives and represent the organization with regulators, auditors, legal counsel, and external stakeholders.
- Advanced analytical, quantitative, reconciliation, and deductive-reasoning skills; demonstrated ability to solve ambiguous, high-impact problems and make sound decisions in a dynamic environment.
- Demonstrated leadership with diplomacy, resilience, adaptability, appropriate assertiveness, and a sustained record of developing high-performing leaders and teams.
Desired Qualifications- Master's degree in business administration, finance, accounting, economics, real estate, or a related discipline.
- Prior experience as an SVP, head of servicing, or comparable executive within a large credit union, bank, mortgage servicer, or other highly regulated financial institution.
- Advanced knowledge of credit union or retail banking operations and the member-owned financial services model.
- Direct experience with NCUA, CFPB, state regulatory, GSE, agency, investor, or other mortgage-servicing examinations and requirements, as applicable.
- Demonstrated leadership of digital borrower/member experience, servicing-platform implementation, omnichannel service, predictive analytics, AI governance, and responsible automation.
- Experience leading mortgage fraud, OFAC/exclusionary-list screening, title-claim response, legal-document review, litigation support, and complex loss-mitigation functions.
- Industry credentials such as Residential Certified Mortgage Servicer (RCMS), Certified Mortgage Banker (CMB), Certified Mortgage Compliance Professional (CMCP), Certified Regulatory Compliance Manager (CRCM), Certified Anti-Money Laundering Specialist (CAMS), or comparable credentials.
- Familiarity with Navy Federal's mission, products, services, policies, procedures, and commitment to serving members of the military community and their families.
Additional InformationHours:- Monday - Friday, 8:00AM - 4:30PM Hybrid
Locations:- 820 Follin Lane, Vienna, VA 22180
- 5510 Heritage Oaks Dr. Pensacola, FL 32526
