Loan Quality Manager - Operations Shared Services

SUMMARY

Responsible for the management and oversight of loan quality reviews for commercial and consumer loan documentation and all loan maintenance. Manages the development, design, and implementation of processes and procedures around all aspects of the loan quality assurance process to ensure data integrity. Drives efficiency in daily processing by collaborating with stakeholders and utilizing automation. Supervises and leads a team of employees and ensures tasks are completed timely and accurately.

Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Assists with training new and existing team members on various tasks, as needed.

Handles day to day duties and organizes, prioritizes and assigns duties within the team.

Acts as an escalation point for the team and keeps supervisors informed of any issues.

Promotes teamwork and sets examples with a positive attitude, promotes superior customer service, and treats people fairly and with respect.

Trains and assists with the development of Associate and Specialist level staff.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Measures key performance indicators and oversees metric reports to identify opportunities for improvement.
• Leads the team as an agent of change, finding new opportunities to serve our clients and bring new capabilities to the market.
• Contributes to a business plan, strategic initiative execution and monitoring associated expenses.
• Assists in monitoring and preparing reporting on key performance indicators, including reporting to the board.
• Accountable for their team budget and managing overall performance to budget.
• Manages a team of employees performing loan account review for both consumer and commercial loans and reviews of loan maintenance.
• Selects team members, employee engagement, team dynamics, coaching, development, performance management and managing talent across the team, including compensation.
• Coaches employees on personal development plans and provides opportunities for growth within the organization.
• Oversees training and guidance to all teams with respect to understanding, processing and managing the workload.
• Oversees all activities to ensure timely and appropriate processing of accurate documentation review for loans, exception tracking, and maintenance reviews.
• Responds to audits and regulatory findings and is responsible for implementing remediation plans.
• Guides the development and implementation of operational plans, policies, procedures, and goals that further scalability, automation and efficiency.
• Collaborates with key leaders and stakeholders and guides change for scalability and automation.
• Fosters strong relationships with key leaders and stakeholders across the bank to ensure collaboration and effective communication with other teams.
• Attends and travels for leadership meetings and partnership engagements with other business lines of the bank.
• Maintains policies, SOX control documentation, risk assessments and other controls around all assigned areas.
• Responds to and resolves complex issues within the areas of responsibility.
• Oversees the process flow documentation for assigned systems and areas of responsibility and pursues areas of improvement.
• Accounts for the repository of procedures, processes, job aids and other critical information for functional areas.
• Drives the effective use of technology within functional areas.
• Oversees all areas to defined customer service level expectations and key vendor processing timelines.
• Collaborates with business areas on new initiatives, processes or products and is accountable for the implementation within functional areas.

Banking is a highly regulated industry and you will be expected to acquire and maintain a proficiency in the Bank's policies and procedures, and adhere to all laws, rules and regulations that are applicable to your conduct and the work you will be performing. You will also be expected to complete all assigned compliance training in a timely manner.

• Professional demeanor in appearance, interpersonal relations, work ethic and attitude.
• Possess clear, concise, effective written and oral communication skills to effectively express thoughts, ideas and concepts to management, bank employees and bank customers in a collaborative and solutions-oriented manner.
• Ability to interact effectively across all levels of the organization, including senior management, the branch…