Director, Servicing Initiatives and Transformation

Director, Servicing Initiatives And Transformation

The Director, Servicing Strategy & Transformation leads the strategic vision, transformation roadmap, and modernization of Servicing Operations. Serving as a key advisor to leadership, this role drives enterprise-wide initiatives, technology transformations, operational excellence, and change management across customer-facing and operational functions. The Director partners across the organization to implement innovative solutions, optimize processes, and deliver sustainable improvements that enhance business performance, customer experience, and organizational effectiveness.

Essential Duties and Responsibilities:

• Develop and execute the Servicing Operations strategic roadmap, ensuring alignment with business objectives, regulatory requirements, and operational priorities.

• Partner with executive leadership to drive strategic initiatives, operational enhancements, technology investments, and organizational transformation efforts.

• Lead large-scale servicing transformation programs, providing oversight of technology implementations, business readiness, and change adoption activities.

• Establish governance, risk management, performance metrics, and executive reporting to ensure successful initiative delivery and sustainable results.

• Direct and develop teams responsible for project management, sprint management, change management, business readiness, and communications.

• Collaborate with Servicing Operations, IT, Compliance, Legal, Risk, Human Resources, Learning & Development, and external partners to execute cross-functional initiatives.

• Oversee user acceptance testing (UAT), training readiness, process documentation, policy updates, communication plans, and super-user programs supporting system implementations.

• Manage departmental budgets, resource allocation, workforce planning, succession planning, and executive stakeholder communications to support organizational effectiveness.

• Additional duties may be assigned as business needs evolve.

• Additional responsibilities may be assigned based on organizational needs.

Qualifications and Competencies Required 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, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Required Experience:

• Minimum 12 years of progressive leadership experience within automotive finance, banking, servicing operations, financial services, or relevant work experience.

• Minimum 7 years of people leadership experience managing managers and/or professional staff.

• Minimum 10 years leading large-scale business transformation, servicing operations, technology implementation, or strategic initiatives.

• Demonstrated experience leading enterprise-wide transformation programs involving multiple business functions.

Education:

• Bachelor's degree in Business, Finance, Information Technology, Project Management, or related field.

Skills Required:

• Accountable for delivering strategic transformation objectives, operational performance targets, and business outcomes through effective leadership, governance, and execution.

• Monitor portfolio performance using key performance indicators (KPIs), operational metrics, and risk measures, implementing corrective actions and continuous improvement strategies as needed.

• Oversee departmental budgets, resource allocation, vendor relationships, and project expenditures to ensure alignment with business priorities and financial goals.

• Demonstrated expertise in Servicing Operations, including regulatory compliance, operational controls, policies, procedures, and industry best practices.

• Strong experience in process optimization, business process design, workflow documentation, servicing platforms, and technology-driven operational improvements.

• Exceptional leadership, analytical, communication, and problem-solving skills, with a proven ability to influence stakeholders, lead organizational change, and drive enterprise-wide…