Loan Operations Manager (46993)

POSITION SUMMARY:

The Loan Processing Manager leads the accurate, timely, and compliant processing and document preparation of consumer and commercial loans. This position manages daily workflow and Associate performance, supports lending systems and regulatory implementation, produces management reporting, and partners with lenders and other internal teams to strengthen service, controls, and operational effectiveness throughout the loan lifecycle.

ESSENTIAL FUNCTIONS:

• People Leadership & Talent Development

• Attract, hire, onboard, develop, engage, and retain high-performing Associates.

• Establish clear expectations and hold Associates accountable for performance, service, and results.

• Provide ongoing coaching, feedback, recognition, and development opportunities to support Associate growth and career progression.

• Foster a positive, collaborative, and inclusive work environment that promotes engagement and high performance.

• Conduct performance evaluations and development planning discussions in a timely and thorough manner.

• Address performance concerns, behavior issues, and policy violations promptly in partnership with Human Resources.

• Support succession planning and talent development initiatives to ensure future organizational capability.

• Loan Processing & Document Preparation

• Oversee as well as process consumer and commercial loans from approved request through document preparation, closing support, booking, and post-closing follow-up.

• Ensure loan documents are accurate, complete and consistent with approved terms as well as prepared in accordance with Bank policy, applicable law, and regulatory requirements.

• Review nonstandard or complex transactions, documentation questions, and processing exceptions; resolve issues within established authority and escalate higher-risk matters appropriately.

• Monitor loan pipelines, turnaround times, outstanding documentation, and workflow queues to identify delays and support timely completion.

• Coordinate with lenders, Credit Administration, Loan Operations, Compliance, and other internal partners to obtain required information and resolve processing or documentation issues.

• Maintain organized, complete, confidential, and audit-ready loan records and supporting documentation.

• Risk Management & Compliance

• Adhere to and reinforce regulatory compliance requirements applicable to loan processing and document preparation.

• Aid in the review, interpretation, and implementation of new or revised lending regulations, policies, procedures, and internal controls.

• Partner with Compliance and other subject-matter experts to translate regulatory and policy changes into practical procedures, system requirements, training, and quality controls.

• Perform or oversee quality reviews to identify documentation errors, control gaps, recurring exceptions, and potential operational or compliance risks; implement timely corrective measures.

• Support internal audits, external audits, regulatory examinations, and compliance reviews by providing accurate records, responses, and remediation support.

• Maintain appropriate segregation of duties, approval authorities, access controls, and escalation practices.

• Systems & Technology Enablement

• Assist with the implementation, testing, maintenance, and effective use of proprietary lending application and processing software.

• Coordinate user acceptance testing, issue tracking, procedure updates, training, and change communications for system enhancements and releases.

• Serve as a resource for system and workflow questions, partnering with Technology, vendors, and internal users to resolve issues and improve functionality.

• Help ensure system configurations, templates, user access, and process controls support accurate and compliant loan processing.

• Data, Reporting & Analytics

• Prepare and provide management reports related to lending functions, including workload, service levels, processing volume, turnaround times, exceptions, quality, and other key operating measures.

• Analyze reporting and workflow data to identify trends, capacity needs, recurring issues, and opportunities to improve performance or reduce risk.

• Communicate material issues, emerging risks, and recommended actions to management in a clear and timely manner.

• Process & Workflow Management

• Develop, maintain, and consistently apply procedures, checklists, job aids, service standards, and controls for loan processing and document preparation.

• Evaluate workflows and implement practical process improvements that enhance efficiency, consistency, accuracy, internal service, and the client experience.

POSITION REQUIREMENTS:

Experience:

• Five or more years of progressively responsible experience in consumer or commercial loan processing, loan documentation, loan operations, lending administration, or a related banking function preferred.

• Two or more years of experience leading, coaching, or developing Associates preferred.

• Working knowledge of consumer and commercial lending products, loan documentation, collateral requirements, booking processes, and applicable banking regulations.

• Experience applying policies, procedures, regulatory requirements, and internal controls in a regulated environment.

• Experience with lending application, document preparation, or loan processing systems; experience supporting system implementation, testing, or enhancements preferred.

• LaserPro or Abrigo/Sageworks experience is preferred.

• Demonstrated ability to manage workflow, staffing priorities, deadlines, and competing demands while maintaining accuracy and service standards.

• Proven ability to identify issues, analyze information, exercise sound judgment, and recommend practical solutions.

• Experience developing procedures, training Associates, monitoring performance measures, and producing management reporting.

• Strong written and verbal communication skills and the ability to build collaborative relationships with lenders, Associates, leaders, vendors, and other business partners.

• Proficiency with Microsoft Office products and other business systems relevant to the role.

• Ability to manage confidential or sensitive information with professionalism and discretion.

Education:

• Associate's or bachelor's degree in business, finance, accounting, or a related field preferred; equivalent relevant education, training, and experience may be considered.

OTHER DUTIES:

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