Director- Operations Lead / Loans

About the role

Director, Operations Lead – Loans Enablement is responsible for delivering Operations capabilities for the Platform, partnering with the Enterprise Process Owner (EPO) and Engineering to optimize client experience, control effectiveness, and efficiency across Operations Service Delivery Groups (SDGs).

Responsibilities

• Lead delivery of Operations capabilities for the Platform, partnering with EPO and Engineering to optimize client experience, control effectiveness, and efficiency across Operations Service Delivery Groups (SDGs).
• Define the Operations strategy for the Platform in collaboration with EPO and Engineering leadership.
• Support Operations services across Pods and SDGs, driving continuous improvement in client experience, unit costs, and control enhancements.
• Implement and manage comprehensive Operations metrics including client deliverables, unit costs, efficiency benchmarks, and Key Risk Indicators with associated thresholds.
• Provide senior Operations expertise to support Platform mandate delivery, escalating issues to EPO, Operations Practice lead, and governance forums as needed.
• Engage directly with external clients to offer insights and advice on improving efficiency, including peer benchmarking.
• Identify and recruit Operations talent required within the Platform.
• Proactively implement standards, tools, and techniques defined by the Operations Practice, including metrics, Service Catalogues, Manual Touch Point reporting, and Digital Tool deployment in partnership with the Operations Hub.
• Champion the rollout of Operations learning within the Platform, partnering with the Operations Practice to enhance and develop training curriculum.
• Collaborate with Operations leads across other Platforms to share best practices, streamline hand‑offs, and optimize end‑to‑end transaction flows enterprise‑wide.
• Develop and execute a communications strategy to keep all Operations staff informed about Platform priorities and their roles in supporting them.

Requirements

• Bachelor’s degree or equivalent experience in a related field.
• 10‑12 years of total work experience with at least 2‑3 years of management experience preferred.
• Operations experience required, with Agile experience preferred.
• Experience with both BAU and larger project / program delivery preferred.
• Data management and Digital Tool deployment.
• Leadership and influencing skills.
• Ability to make hard and fast decisions.
• Problem solving.
• Passion for changing status quo and driving out‑of‑the‑box ideas.
• Non‑hierarchical, transparent, trusting, trustworthy.
• Eagerness to “roll up the sleeves” in execution and learning; pushes the team to do the same.
• Able to communicate vision and get others on board.
• Prior hands‑on syndicated loan experience, familiarity with loans servicing, ClearPar, and LSTA preferred.
• Prior loan operations experience in a financial service setting preferred.

Benefits

• Medical, dental, vision, life, disability, and other supplemental insurance plans.
• Employee Stock Purchase Program (ESPP) and 401(k) with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and additional discount offerings.
• On‑demand training program, certification preparation, and a library of technical and leadership courses, books, and seminars (available after 6 months of tenure).
• Certification discounts and perks for professional associations such as CompTIA and IIBA.
• Dedicated customer service team for consultants, plus a certified Career Coach.