- Lead the Loan Operations team across Loan Specialists, Loan Underwriters, and Team Leads.
- Set daily and weekly priorities across queues ensuring SLA adherence.
- Manage operational execution across the full loan lifecycle from origination to servicing and disputes.
- Serve as the first-line escalation point for high-risk or cross-system operational issues.
- Coach team members and leads on judgment, execution, and operational rigor.
- Maintain and improve SOPs and internal playbooks to ensure audit readiness.
- Interpret key metrics to identify workflow gaps and drive automation initiatives.
- Represent Loan Operations in cross-functional discussions with Product, Engineering, and Finance.