Operations Manager- Operations Group
About the position The CLS Core Practice Manager is responsible for leading and optimizing core servicing practices across multiple consumer lending products, including Mortgage, Auto, Personal Loans, HELOCs, and Home Equity Loans. This role ensures consistent execution of servicing standards, regulatory compliance, operational excellence, and continuous improvement across the Financial Institutions Servicing Team. The CLS Core Practice Manager acts as a strategic connector between operations, risk, compliance, technology, and product partners—driving scalable, compliant, and customer‑centric servicing practices while supporting business growth and regulatory expectations.
Responsibilities
- Practice Leadership & Governance Own and manage core servicing practices across assigned lending products, ensuring alignment with enterprise standards, policies, and regulatory requirements.
- Establish, maintain, and enhance servicing frameworks, operating procedures, and controls across product lines.
- Serve as a subject matter expert on end‑to-end servicing processes, including onboarding, payment processing, escrow, customer inquiries, loss mitigation, and payoff.
- Operational Excellence Drive consistency, efficiency, and quality across servicing operations by standardizing processes and reducing variability.
- Partner with operations leaders to identify process gaps, root causes, and improvement opportunities.
- Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and quality metrics.
- Lead initiatives focused on automation, simplification, and scalability.
- Risk, Compliance & Regulatory Oversight Ensure servicing practices comply with applicable federal, state, and investor regulations (e.g., CFPB, RESPA, TILA, UDAAP, FCRA, state‑specific requirements).
- Partner closely with Risk, Compliance, Legal, and Audit teams to support exams, audits, and issue remediation.
- Proactively identify and mitigate operational, regulatory, and reputational risks.
- Cross‑Functional Collaboration Act as a liaison between servicing operations, product teams, technology, data/analytics, and change management.
- Support new product launches, servicing transfers, system implementations, and regulatory changes.
- Translate business and regulatory requirements into clear operational practices and documentation.
- Change & Continuous Improvement Lead or support enterprise change initiatives impacting servicing, including policy updates, system enhancements, and regulatory-driven changes.
- Develop and deliver training materials and communications to ensure successful adoption of new practices.
- Foster a culture of continuous improvement, accountability, and customer advocacy.
- Leadership & Influence Provide guidance and coaching to servicing teams and practice owners.
- Influence without direct authority by building strong partnerships across lines of business.
- Present insights, recommendations, and risk assessments to senior leadership.
Requirements
- Bachelor’s degree
- 10+ years of experience in financial services servicing, operations, or practice management.
- Experienced with consumer lending products, particularly Mortgage and Home Equity servicing.
- Experienced working in regulated environments with strong risk and compliance expectations.
- Experience managing complex, cross‑functional initiatives.
Nice-to-haves
- Bachelor’s degree in Business, Finance, Operations, or a related field
- Experience supporting multiple lending products within a financial institution.
- Familiarity with servicing platforms, workflow tools, and process automation.
- Experience partnering with Risk, Compliance, Audit, and Regulatory Exam teams.
- Background in process improvement methodologies (Lean, Six Sigma, Agile, etc.).