SVP, Business Transformation

Description

As SVP, Business Transformation, you will own the technology and operational evolution of Merchants Capital (MCC)—translating market expectations into clear workflows, data products, and measurable outcomes. Reporting to the Chief Operating Officer, you will lead transformation across all MCC teams, serving as the bridge between our operational groups and our technology capabilities. This is not a technology delivery role; it is a business leadership position for someone fluent in data, AI, and process design.

You will define the Target Operating Model and KPIs that close the gap between our current capabilities and industry-leading standards. Merchants Capital has made significant investments in its data foundation—including a transformed enterprise data warehouse—and you will capitalize on that infrastructure to rapidly advance analytics, reporting, and agentic workflow capabilities across the enterprise.

If you thrive at the intersection of strategy and execution and want to shape the future of a top multifamily lender, we encourage you to apply today!

• Own the business transformation agenda across all MCC teams.
• Define the Target Operating Model, workflow decisions, and KPIs at each level of the organization that make software and data deliver market-grade outcomes.
• Translate operational needs into data products, dashboards, reporting packs, and automation-ready process designs, incorporating third-party data sources (Fannie Mae APIs, CoStar, REIS) where appropriate.
• Build and manage a pipeline of high-ROI AI and agentic workflow opportunities—including exception management, covenant monitoring, portfolio surveillance, and reporting automation—and partner with Project Delivery/BI to execute. Design processes with AI enablement in mind, identifying where automation creates genuine leverage and where human judgment is irreplaceable.
• Drive adoption and accountability across operating teams; lead cross-functional change management, training, and development in partnership with senior leadership.
• Develop and communicate a competitive vision that enables the team to deliver value iteratively toward a cohesive end state, building organizational capacity for continuous improvement.
• Apply rigorous ROI analysis to every initiative; present priorities, progress, and trade-offs clearly to the COO and senior leadership.
• Build investor-grade reporting and portfolio surveillance capabilities that meet institutional investment manager standards.
• Perform other duties as assigned.

• 8+ years of progressive experience in CRE, agency multifamily lending, or investment management, with demonstrated ownership of business transformation, operating model design, or analytics initiatives.
• Significant experience with agency multifamily programs (Fannie Mae DUS, Freddie Mac Optigo, FHA/HUD), including portfolio surveillance, asset management workflows, and GSE reporting requirements.
• Track record of defining Target Operating Models and KPI frameworks—not just implementing software—and driving measurable outcomes.
• Practical experience with AI, machine learning, or agentic workflow deployment; ability to identify and prioritize automation opportunities with clear ROI framing.
• Strong data analytics orientation with experience designing data products, dashboards, and reporting packs; familiarity with third-party data sources (CoStar, REIS, GSE APIs) a plus.
• Proven cross-functional change management skills in a lending, investment management, or professional services environment; ability to earn authority through credibility and domain expertise.
• Exceptional communication skills; ability to present complex trade-offs and transformation strategies to senior executives and operating teams.
• Bachelor’s degree required; advanced degree in finance, real estate, or business administration preferred. Experience at a top agency lender, GSE, or CRE investment manager is a strong plus.

Merchants offers a comprehensive package of benefits for eligible employees, including, but not limited to: 401(k) employer contributions; employee stock ownership plan (ESOP); medical, dental and vision…