Manager Servicing Operations

The Manager of Servicing Operations is responsible for leading the day-to-day operations of the assigned department while driving operational excellence, employee engagement, compliance, customer experience, and business performance. This role oversees servicing operations, develops team members and leaders, ensures regulatory compliance, and identifies opportunities to improve processes, controls, and operational efficiency.

The Manager of Servicing Operations will lead through influence, accountability, and execution while fostering a culture of continuous improvement and exceptional customer service. This individual will leverage data, technology, and coaching to drive results while ensuring servicing activities are completed accurately, efficiently, and in compliance with company policies and regulatory requirements.

This position is ideal for a motivated operational leader who thrives on solving problems, taking initiative, and developing both people and processes. The successful candidate may be an emerging leader ready for the next step in their career and eager to make a meaningful impact within a growing organization.

Operations Leadership

• Manage and oversee daily loan servicing operations to ensure achievement of service, quality, productivity, compliance, and performance objectives.
• Monitor operational metrics and key performance indicators to identify trends, address issues, and drive operational excellence.
• Ensure timely, accurate, and efficient execution of servicing processes and customer transactions.
• Support departmental projects, audits, reporting requirements, and strategic initiatives.

Team Management and Development

• Lead, coach, and develop team members to achieve individual and departmental goals.
• Establish clear performance expectations and promote a culture of accountability, collaboration, and continuous improvement.
• Manage talent acquisition, performance management, employee development, and corrective action processes.
• Foster employee engagement and support succession planning efforts.

Process Improvement

• Evaluate and implement process improvements to enhance operational efficiency, customer experience, and service quality.
• Leverage data, reporting, and technology solutions to improve performance and support informed decision-making.
• Recommend and support automation and continuous improvement initiatives that drive operational effectiveness and strengthen controls.

Servicing Oversight and Compliance

• Oversee loan servicing activities relevant to the department
• Ensure adherence to company policies, investor guidelines, and applicable regulatory requirements.
• Partner with Compliance, Risk, Quality Assurance, and Training teams to maintain operational effectiveness and regulatory readiness.
• Identify operational and compliance risks and implement appropriate corrective actions.

Required Qualifications

• Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent experience.
• 5+ years of leadership experience in operations, customer service, loan servicing, banking, financial services, or a related environment.
• Demonstrated success leading teams and delivering operational results.
• Strong analytical and problem-solving skills with the ability to identify root causes and implement effective solutions.
• Proven ability to take initiative, assume increasing responsibilities, and drive positive outcomes.
• Experience utilizing operational metrics and reporting to monitor performance and make business decisions.
• Strong communication, interpersonal, and leadership skills.
• Ability to work effectively in a fast-paced, evolving environment.
• Demonstrated ability to learn quickly, adapt to change, and take ownership of new challenges.

Preferred Qualifications

• Experience in mortgage servicing, consumer lending, auto finance, home equity, or other loan servicing operations.
• Understanding of the loan servicing lifecycle and servicing operations.
• Knowledge of regulatory and compliance requirements applicable to loan servicing organizations.
• Experience leading process improvement initiatives and operational projects.
• Experience with servicing platforms, workflow tools, and operational technologies.

Ideal Candidate Profile

The ideal candidate is a hands-on leader who combines operational discipline with a strong desire to learn, grow, and make a meaningful impact. They are naturally curious, resourceful, and energized by solving problems. They have demonstrated the ability to step into increasingly complex leadership roles, drive results, and earn the trust of those around them.

This individual doesn't wait to be told what to do. They proactively identify opportunities, remove obstacles, and work alongside their team to achieve goals. They embrace accountability, thrive in a fast-paced environment, and are willing to do what it takes to support customers, employees, and the organization.