Loan Quality Manager - Operations Shared Services - Wheeling, WV

Loan Quality Manager - Operations Shared Services - Wheeling, WV Summary

Responsible for management and oversight of loan quality reviews for commercial and consumer loan documentation and all loan maintenance. Manages 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.

• Carry out supervisory responsibilities in accordance with the organization’s policies and applicable laws.
• Interview, hire, and train employees; plan, assign, and direct work; appraise performance; reward and discipline employees; address complaints and resolve problems.
• Assist with training new and existing team members on various tasks, as needed.
• Handle day-to-day duties and organize, prioritize, and assign duties within the team.
• Act as an escalation point for the team and keep supervisors informed of any issues.
• Promote teamwork and set examples with a positive attitude, promote superior customer service, and treat people fairly and with respect.
• Train and assist with the development of Associate and Specialist level staff.

• Measure key performance indicators and oversee metric reports to identify opportunities for improvement.
• Lead the team as an agent of change, finding new opportunities to serve clients and bring new capabilities to the market.
• Contribute to a business plan, execute strategic initiatives and monitor associated expenses.
• Assist in monitoring and preparing reporting on key performance indicators, including reporting to the board.
• Be accountable for team budget and manage overall performance to budget.
• Manage a team of employees performing loan account reviews for both consumer and commercial loans and reviews of loan maintenance.
• Select team members, foster employee engagement, manage team dynamics, coach, develop, and perform talent management including compensation.
• Coach employees on personal development plans and provide opportunities for growth within the organization.
• Oversee training and guidance to all teams regarding understanding, processing, and managing workload.
• Ensure timely and accurate processing of documentation review for loans, exception tracking, and maintenance reviews.
• Respond to audits and regulatory findings and implement remediation plans.
• Guide development and implementation of operational plans, policies, procedures, and goals for scalability, automation, and efficiency.
• Collaborate with key leaders and stakeholders and guide change for scalability and automation.
• Foster strong relationships with key leaders and stakeholders across the bank for effective communication with other teams.
• Attend and travel for leadership meetings and partnership engagements with other business lines of the bank.
• Maintain policies, SOX control documentation, risk assessments, and other controls around all assigned areas.
• Respond to and resolve complex issues within areas of responsibility.
• Oversee process flow documentation for assigned systems and areas of responsibility and pursue areas of improvement.
• Account for the repository of procedures, processes, job aids, and other critical information for functional areas.
• Drive effective use of technology within functional areas.
• Define customer service level expectations and key vendor processing timelines.
• Collaborate with business areas on new initiatives, processes, or products and be accountable for implementation within functional areas.

• Acquire and maintain proficiency in the Bank’s policies and procedures and adhere to all applicable laws, rules, and regulations; complete all assigned compliance training timely.
• 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.
• Interact effectively across all levels of the organization, including senior management, the branch network, other departments, and vendors.
• Manage multiple priorities and delegate effectively to meet critical deadlines under difficult time restraints.
• Strong organizational and prioritization skills.
• Ability to multitask and work under pressure.
• Manage multiple projects simultaneously and work independently.
• Team player with a positive outlook.
• Demonstrated leadership ability and skills.
• Excellent analytical and decision‑making skills.
• Proficiency in basic computer applications such as Microsoft Office and ability to learn various applications.
• Ability to learn various banking software programs.