Loan Operations Group Manager
Since 1973, East West Bank has served as a pathway to success. With over 110 locations across the U.S. and Asia, we are the premier financial bridge between the East and West. Our teams of experienced, multi-cultural professionals help guide businesses and community members on both sides of the Pacific looking to explore new markets and create new opportunities. Our sustained growth and expertise in industries like real estate, entertainment and media, private equity and venture capital, and high-tech help build sustainable businesses and expand our associates’ potential for career advancement. Headquartered in California, East West Bank (Nasdaq: EWBC) is a top-performing commercial bank with a strong foundation, an enterprising spirit and a commitment to absolute integrity.
About the role
East West Bank is seeking a Loan Operations Group Manager who will oversee and manage the Loan Servicing Teams, including services for Consumer HELOC and Mortgage, as well as support for commercial C&I, CRE, MFR, Syndication, and SBA servicing and reporting. This role reports to the Senior Director of Loan Operations and is responsible for managing all post-closing monetary and non-monetary loan service processes. The group manager will collaborate closely with compliance and legal departments to ensure adherence to all laws and regulations while fostering a culture of continuous improvement across Loan Operations.
Responsibilities
- Develop and implement operational plans and goals for multiple loan servicing units.
- Manage staffing across several areas of Loan Operations, including HR-related activities such as recruiting, performance evaluations, coaching, training, mentoring, and scorecards.
- Establish required processes and quality control procedures.
- Implement and provide ongoing management of the loan servicing teams and processes.
- Direct loan operations activities to meet established goals and regulatory turnaround times for time-sensitive activities.
- Establish KPIs and KRIs and monitor productivity and efficiency of multiple business units against set goals.
- Proactively implement process improvements to ensure service quality, service level agreements, and operational excellence.
- Implement metrics for tracking operational efficiency improvements.
- Create and maintain a collaborative work environment that facilitates the achievement of business plan objectives.
- Ensure Loan Operations complies with all federal, state, and local laws and internal Bank policies.
- Certify RCSAs and ensure all controls are properly designed and effective.
- Perform periodic reviews of all processes, including third-party vendor processing and audits.
- Respond to internal and external audit requests and findings, implementing remediation actions for any identified noncompliant processes or areas of concern.
- Perform all other managerial or project duties as assigned by management.
Requirements
- Bachelor’s Degree in Finance, Accounting, Business Administration, or Economics.
- Minimum 10 years’ experience in Mortgage Loan Servicing with exposure to SBA servicing and reporting.
- Knowledgeable in Commercial Lending.
- 5+ years of management experience.
- Experience managing a multi-functional team.
- Strong knowledge of RCSA and development of policies and procedures.
- Strong project implementation skills.
- Strong loan servicing system knowledge.
- Strong analytical and process improvement capabilities with a track record of efficiency gains or cost savings.
- Exceptional written and verbal communication skills.
- Ability to effectively interact with all levels of the organization, including senior management.
- Excellent decision-making, problem-solving, and organizational skills with the ability to multi-task in a fast-paced environment.
- Ability to build effective relationships internally with multiple business units.
Pay
The base pay range for this position is USD $120,000.00/Yr. - USD $150,000.00/Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.