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Director, Operations Lead
senior · Operations
We’re seeking a future team member for the role of Director, Operations Lead - Loans Enablement to join our Loan Enablement Operations team. This role is located in Houston, TX.
In this role, you’ll make an impact in the following ways:
- Lead delivery of Operations capabilities for the Platform, partnering with EPO and Engineering to optimize client experience, control effectiveness, and efficiency across Operations Service Delivery Groups (SDGs).
- Define the Operations strategy for the Platform in collaboration with EPO and Engineering leadership.
- Support Operations services across Pods and SDGs, driving continuous improvement in client experience, unit costs, and control enhancements.
- Implement and manage comprehensive Operations metrics including client deliverables, unit costs, efficiency benchmarks, and Key Risk Indicators with associated thresholds.
- Provide senior Operations expertise to support Platform mandate delivery, escalating issues to EPO, Operations Practice lead, and governance forums as needed.
- Engage directly with external clients to offer insights and advice on improving efficiency, including peer benchmarking.
- Identify and recruit Operations talent required within the Platform.
- Proactively implement standards, tools, and techniques defined by the Operations Practice, including metrics, Service Catalogues, Manual Touch Point reporting, and Digital Tool deployment in partnership with the Operations Hub.
- Champion the rollout of Operations learning within the Platform, partnering with the Operations Practice to enhance and develop training curriculum.
- Collaborate with Operations leads across other Platforms to share best practices, streamline hand-offs, and optimize end-to-end transaction flows enterprise-wide.
- Develop and execute a communications strategy to keep all Operations staff informed about Platform priorities and their roles in supporting them.
To be successful in this role, we’re seeking the following:
- Bachelor’s degree or equivalent experience in a related field.
- 10-12 years of total work experience with at least 2-3 years of management experience preferred.
- Operations experience required, with Agile experience preferred
- Experience with both BAU and larger project / program delivery preferred
- Data management and Digital Tool deployment
- Leadership and influencing skills
- Ability to make hard and fast decisions
- Problem solving
- Passion for changing status quo and driving out-of-the-box ideas
- Non-hierarchical, transparent, trusting, trustworthy
- Eagerness to ‘roll up the sleeves’ in execution and learning; pushes the team to do the same
- Able to communicate vision and get others on board"
- Prior hands-on syndicated loan experience, familiarity with loans servicing, ClearPar, and LSTA preferred
- Prior loan operations experience in a financial service setting preferred