Commercial Operations Director

The Commercial Operations Director is responsible for the overall management of the Commercial Loan Operations Department including Loan Processing, Loan Servicing, Collateral perfection and Quality Control. Responsible for a variety of complex loan servicing and operations functions involving C&I, CRE, Syndication, Builder/Construction Financing and other specialized loan products. Responsibilities will include daily monitoring of operations to ensure adherence to SLA’s and supervise execution of daily tasks. This role will create and implement business plans to ensure continuity of business operations and will ensure effective and efficient delivery of products and services to customers. Responsibilities will also include the establishment of staffing models related to strategic growth plan to ensure proper staff alignment to key roles within the operations processes.

Job Responsibilities:

• Operations Oversight (Ops mgmt (SLAs, KPIs, Financials, project/product implementation, risk and control)
  • Oversee all segments of operations including; Loan Processing, Loan Servicing, Collateral perfection and Quality Control.
  • Monitor daily operations to ensure adherence to SLAs and supervise the execution of daily tasks
  • Create and implement business plan to ensure continuity of business operations
  • Ensure effective and efficient delivery of products and services to customers
  • Develop and implement policies and procedures to manage operations within risk appetite and agreed upon SLAs
  • Establish staffing models related to strategic growth plans to ensure proper staff alignment to key roles within the operations processes
  • Identify, document, and communicate operational risk exposures and internal control weaknesses. Support the Bank's regulatory compliance objectives and recommend changes to support prescribed requirements. Ensure full compliance with the Bank's Information Security Policies and Procedures.
  • Develop and maintains KPI and KRI reporting and operational metrics for day to day activities, including appropriate industry benchmarking
  • Ensure high standards and quality of technical and operational work.
  • Direct review of tools and technology for improving performance and reducing costs.

• Strategic
  • Development and implementation strategic direction of operations
  • Ongoing evaluation of systems for continued optimization of system capabilities. Identifies opportunities and develops/executes plans to improve

• Leadership and Employee Development
  • Provide inspired leadership for the organization
  • Help promote company culture that encourages top performance and high morale
  • Champion and support Flagstar’s talent management processes including DE&I
  • Serve on bank committees and project teams
  • Represent the Bank through active participation in community and industry organizations and events and promotes the business interests of the Bank.

• Relationship Management
  • Collaborate with internal stakeholders to develop and implement best practices for successful operations
  • Manages various vendors and contracts to ensure appropriate service levels and needs are met
  • Actively engage with Regulators as appropriate

Job Requirements:

• HS Diploma, GED or Foreign Equivalent required
• Bachelor’s Degree preferred
• Minimum of 12 years of experience in commercial operations, including experience with driving system conversions.
• Effective analytical, managerial, organizational, presentation, problem-solving and customer service skills.
• Must possess strong technology skills, including knowledge of commercial loan products and loan systems applications.
• Ability to independently drive responsibilities and projects to completion.
• Independent judgment and technical capabilities required to plan, prioritize and organize diversified workload.
• Balance attention to detail with swift execution to support business partners and customer needs
• Experience in loan acquisition practices and system migrations to support overall growth strategies
• Strong awareness of regulatory environment
• Understanding of complex business processes, risks and controls in manual and automated environments
• Strong analytical, problem-solving, facilitation and process mapping skills
• Superior interpersonal communication and presentation skills as well as proven organizational skills
• Proven ability to translate business strategy into an operational agenda and execute on the agenda
• Position requires ability to work from Troy, HQ location at least 50% of the time.

For internal use only: B band