Commercial Loan Operations Solutions Lead

Position Title

Commercial Loan Operations Solutions Lead

Troy, MI 48098

The Commercial Loan Operations Solutions Lead serves as the senior subject matter expert (SME) responsible for resolving complex operational issues, conducting root cause analysis, and driving continuous process improvement across Commercial Loan Operations. With deep expertise in commercial loan systems and applications, this role partners cross-functionally with operations, technology, data governance, risk and control partners, and leadership to develop sustainable solutions and champion operational excellence.

The SME serves as the primary escalation resource, mentoring team members and promoting best practices in problem resolution and continuous improvement.

• Demonstrates a complete understanding of the commercial loan (core) system and provides operational oversight of system performance and data integrity.
• Lead and drives transformation initiatives within Commercial Loan Operations, identifying opportunities to modernize processes, systems, and workflows.
• Collaborate with the lending team to ensure daily work is processed timely, serving as a key operational partner in cross-functional alignment.
• Review various reports to ensure supporting systems and AFS loan accounting system are in sync, ensuring reconciliation accuracy and accountability.
• Lead the development, implementation, and maintenance of commercial loan servicing policies and procedures, ensuring alignment with transformation goals.
• Monitors ongoing loan maintenance to ensure accuracy of existing loan data within core systems, proactively leading corrective action where needed.
• Lead team members in processing complex transactions, providing real-time guidance, issue resolution, and transaction oversight.

• Identify recurring operational trends, recommend preventative actions, and implement sustainable solutions to reduce repeat issues and improve operational performance.
• Lead root cause analysis (RCA) on complex or recurring operational issues within commercial loan systems and processes.
• Analyze data trends and exception reports to proactively identify, prioritize, and resolve process gaps before they esc
• Champion and lead the application of Lean Six Sigma methodologies to evaluate process inefficiencies and drive transformational improvements.
• Lead training on process gaps, new products, procedures, and transformation initiatives, ensuring staff are equipped to sustain improvements and drive consistent adoption. Provide coaching, mentoring, and knowledge sharing to support staff development and continuous improvement initiatives.

• Serve as the primary escalation point and lead for complex or unresolved customer and operational servicing issues, managing end-to-end resolution.
• Communicate resolution timelines and outcomes clearly to internal and external customers, ensuring full transparency and documentation throughout the process.
• Acknowledge and respond to escalated customer concerns in a timely manner, leading the process from initial escalation through final resolution.
• Use independent judgment and discretion to make decisions that ensure escalated issues are corrected, documented, and resolved with go-forward changes that mitigate risk - maintaining accountability for the department and bank.

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable…