Commercial Loan Operations Operational Excellence & Quality Assurance Manager (Hybrid - Troy, MI)
Flagstar Bank FSB

Troy, Michigan

Posted in Banking

This job has expired.

Job Info

Job Summary
The Commercial Loan Operations Operational Excellence & Quality Assurance Manager (CLO OE/QA Manager) provides leadership and strategy for effective continuous process improvements and quality assurance programs to achieve operational excellence.
The CLO OE/QA Manager will have excellent knowledge of Commercial Loan Operations procedures, workflow and control points to appropriately administer the Quality Assurance Programs. The manager is responsible for understanding the current process state, identifying efficiency opportunities, strengthening internal controls, managing risk, and developing, recommending, and leading cross-functional team members to drive process improvements. The manager will own the strategy to include conducting regular coordination, monitoring and review meetings to ensure that the strategic plan is being implemented accordingly and with the various business partners. The manager will be in charge of monitoring and resolving issues and establishing appropriate controls over the use of the core and ancillary systems by increasing operations efficiency and providing guidance to staff members. The manager will also develop and act as a conduit of change for the strategic operationalized, automated, and streamlined approach for the quality assurance program and overall operational excellence for the complex commercial lending area.

Job Responsibilities:

  • 60% of time: Facilitate Operational Excellence.
    • Lead, plan, and execute Operational Excellence projects, such as process and system upgrades, enhancements, and/or implementation
    • Utilize Lean Six Sigma techniques to evaluate current and future business processes for quality, efficiency and improvement.
    • Identifies opportunities and develops strategies to implement process and/or system improvements.
    • Review internal controls for sufficient design and effectiveness to properly mitigate risk.
    • Identifies, documents, and communicates operational risk exposures and internal control weaknesses.
    • Demonstrates a complete understanding of the commercial loan processes and (core) systems. Works with internal constituents, including Commercial Lending, Credit Administration, CEC, Salesforce/IT teams and Finance/Accounting, to ensure user needs are met effectively and efficiently.
    • Ensures full compliance with the Bank's Policies and Procedures.
    • Develops and maintains key KRI reporting and operational metrics for day to day activities and provide executive leadership reporting on overall functions within loan servicing.
  • 20% of time: Staff Management and Supervision
    • Oversees a team of 5-7 employees
    • Provides leadership, coaching, mentoring, and training of staff as needed
    • Set team and individual goals and resolve personnel issues.
    • Performs employee performance reviews and job evaluations.
    • Participates on committees and special projects as assigned.
  • 20% of time: Drive Performance and Change Management.
    • Build culture of continuous improvement through effective communication and leadership.
    • Provide subject-matter expertise support for change control and special projects.
    • Participate as a key stakeholder on implementation of new and revised systems and/or processes, which have a significant impact on the department or functional area by evaluating changes for risks and potential efficiency.
    • Collaborate with other internal teams to update policies/procedures as necessary
    • Communicate well with all levels of management, including executive officers.
    • Demonstrate a high level of creativity and critical-thinking to address problems decisively and develop effective solutions.

Job Requirements:
  • Bachelor's degree or 15 years of comparable work experience is required.
  • 10+ years of experience in banking or financial services in an operations, legal, consultant and/or other industry role
  • Preferred 8+ years specialized experience in finance, financial planning & strategy, and/or accounting analysis
  • Preferred 5+ years in one or more of the following: audit, implementation or strategic planning.
  • Preferred 5+ years of proven experience managing people and/or high-risk projects
  • Expert Level Required, 5+ years demonstrated ability to understand, document, and optimize/improve operations processes through a consulting/people, process, technology lens (prior consulting and/or operational experience preferred)
  • Knowledge of Process Reengineering; Lean or Kaizen methodologies preferred
  • Demonstrated ability to create a high-performance team that delivers results, strong compliance and control environment experience as well as a passion for winning.
  • Demonstrated ability to recruit, manage and motivate staff
  • Demonstrated ability to learn new products, processes, and technologies and leverage in day to day.
  • Industrious, Entrepreneurial, Driven Personality
  • Have an innate ability to understand, document, and visually represent very complex processes and systems, immediately and intuitively understanding how they work and how they can be improved for efficiency and effectiveness
  • Strong problem solving & strategic thinking skills with the ability to identify problems and recommend solutions
  • Exceptional written and oral communication including facilitation & summarization skills to drive action and results
  • Must be highly organized and have a strong attention to detail including the ability to create and maintain documentation
  • Ability to work with, lead and consult with all levels in the organization
  • Adjusts positively to quickly-changing priorities and shifting goals
  • Strong ability to work with a sense of urgency in a fast pace environment

Internal Use Only: Job Band D

This job has expired.

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