Loan Operations Transformation Manager

The Loan Operations Transformation Manager leads the execution of transformation initiatives that improve processes, optimize systems, and expand the responsible use of automation and artificial intelligence across Loan Operations. Working in alignment with the strategic direction established by department leadership, this role identifies and implements opportunities to simplify work, increase efficiency, strengthen controls, reduce risk, and improve scalability through technology-enabled solutions.

The manager serves as the primary liaison between Loan Operations and key partners, including the Project Management Office, Information Technology, Enterprise Data, Risk, Compliance, Information Security, and third-party vendors. This role manages transformation initiatives from concept through implementation and benefit realization, ensuring alignment with strategic objectives, regulatory requirements, operational priorities, and measurable business outcomes.

Transformation & Strategy

• Execute the Loan Operations transformation strategy in alignment with the strategic direction established by department leadership.
• Develop and maintain a multi-year transformation roadmap that reflects business priorities, operational risks, technology dependencies, and resource requirements.
• Identify and evaluate opportunities to improve efficiency, quality, scalability, risk management, employee experience, and customer experience.
• Evaluate emerging technologies and industry practices and recommend solutions that support sustainable operational improvements.
• Exercise independent judgment in evaluating transformation opportunities, recommending solutions, allocating team resources, and escalating initiatives that require significant investment, policy changes, or executive approval.

Process Improvement & Automation

• Lead end-to-end process reviews to identify inefficiencies, bottlenecks, control gaps, and automation opportunities.
• Lead process redesign, workflow improvement, and automation initiatives from discovery through implementation and stabilization.
• Expand the use of AI and automation tools to streamline operations and improve productivity.
• Measure and track results to ensure initiatives deliver expected benefits.

Systems & Project Delivery

• Serve as the primary liaison between Loan Operations, PMO, Technology, Enterprise Data, and vendors.
• Lead operational efforts for system implementations, enhancements, integrations, and conversions.
• Coordinate business requirements, testing, training, implementation planning, and post-launch support.
• Develop recommendations and establish priorities for technology investments and system enhancements in partnership with Loan Operations leadership.
• Monitor project performance, resolve or escalating barriers, and ensure initiatives remain aligned with approved scope, objectives, and risk requirements.

Data & Reporting

• Partner with Enterprise Data teams to develop reporting, dashboards, and performance metrics.
• Use data and operational insights to drive decision-making and continuous improvement.
• Develop business cases, cost-benefit analyses, resource estimates, and benefit-realization measures for transformation initiatives.
• Monitor results against approved objectives and provide leadership with clear reporting on progress, risks, financial impact, operational outcomes, and variances.

Leadership

• Lead, coach, and develop team members; establish performance expectations and provide ongoing feedback and development support.
• Assign work and align team resources with departmental priorities, project demands, and employee capabilities.
• Foster a culture of innovation, accountability, collaboration, disciplined execution, and continuous improvement.
• Provide regular updates to…