Servicing Ops Manager
Servicing Operations Manager – Account Services
The Servicing Operations Manager, Account Services, is responsible for leading a team that supports customer account maintenance, across Consumer Deposit and Savings products. The role oversees daily operations, workflow prioritization, colleague development, risk and control execution, customer issue resolution, and continuous improvement initiatives. The manager partners closely with branches, contact centers, and internal business partners to ensure requests are completed accurately, timely, and in accordance with established service levels and regulatory requirements.
Primary Responsibilities
- Lead and develop a team of servicing professionals through coaching, performance management, and ongoing feedback.
- Oversee daily processing of customer account maintenance / servicing-related requests.
- Monitor productivity, service levels, quality, and capacity to ensure operational goals are achieved.
- Maintain a strong control environment by ensuring compliance with policies, procedures, and regulatory requirements.
- Utilize data and reporting to manage performance, identify trends, and implement process improvements.
- Partner with Risk, Compliance, Technology, Product, and other business units to support strategic initiatives and operational excellence.
- Drive customer-focused outcomes by identifying and resolving operational issues and improving the overall servicing experience.
Qualifications
- Leadership experience in banking operations, loan servicing, deposit operations, or a related environment.
- Strong analytical, organizational, and problem-solving skills.
- Experience managing productivity, service levels, and operational performance metrics.
- Knowledge of operational risk, controls, and regulatory requirements.
- Demonstrated ability to lead change and drive continuous improvement initiatives.
Preferred Experience
- Consumer Deposit and Loan Servicing experience.
- Familiarity with servicing platforms and workflow management tools.