Senior Director, Loan Operations

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Senior Director, Cross Border Loan Operations and Fulfillment

senior · Retail & Commercial Banking

Job Description

What is the Opportunity?

The Senior Director, Loan Operations and Fulfillment is responsible for driving end-to-end loan operations, including mortgage origination, processing, closing, servicing, and default/loss mitigation for secured and unsecured products . This role ensures compliance with regulatory standards, optimizes production and servicing efficiency, minimizes financial losses, and maintains high customer satisfaction across all loan portfolios. 

Further, the role is responsible to achieve business results and create shareholder value through the leadership of loan operations and fulfillment for RBC Bank.  Provide strategic leadership, visioning and oversight Mortgage Servicing, Collections, Mortgage Processing and Closing, and Account Fulfillment that will serve to improve the client experience, reduce the costs, maximize productivity and provide best in class efficiency through simplification, streamlining and optimization. Ensures accurate and actionable risk identification, evaluation, continuous monitoring and escalation disciplines are in place. Also assesses and reports on operational risk, controls and regulatory compliance to governance committees including the audit committee of the board of directors.   Act as executive sponsor to suppliers and intergroup arrangements to ensure fair exchange of services and accountability are effectively managed internally and with third parties.

What will you do?

Loan Production & Fulfillment

• Strategic Leadership: Oversee mortgage and credit card loan origination strategies, including business development, sales leadership, and partnership management to meet volume and profitability targets.

• Processing & Underwriting Excellence: Ensure accurate and timely loan processing (mortgage and credit card), including credit analysis, documentation verification, and adherence to underwriting guidelines.

• Closing & Funding Management: Direct the mortgage closing process, collaborating with title companies, attorneys, and stakeholders to ensure smooth fundings.

Loan Servicing & Default Management

• Servicing Oversight: Manage post-closing activities, including payment processing, escrow administration (mortgage), and account management (credit cards).

• Default & Loss Mitigation:

  • Mortgage: Lead delinquency management, foreclosure prevention, and compliance with regulatory requirements (e.g., CFPB, FHA, VA).

  • Credit Card: Oversee collections, charge-off recovery, and debt settlement strategies while adhering to regulations (e.g., FDCPA, CARD Act).

• Compliance & Risk Management: Ensure adherence to federal, state, and and mitigate operational risks.

Leadership & Strategic Initiatives

• Team Development: Lead, mentor, and optimize performance across loan operations and fulfillment teams.

• Performance Analytics: Provide data-driven insights on loan production, servicing quality, delinquency rates, and financial performance to executive leadership.

• Process Optimization: Drive automation, workflow improvements, and cost-saving initiatives across secured and unsecured lending.

• Cross-Functional Collaboration: Partner with legal, compliance, IT, and other departments to ensure seamless operations and regulatory alignment.

What do you need to succeed?

Must-have:

• Experience: 10+ years in lending operations (mortgage and credit card), with proven leadership in production, servicing, and default management.

• Knowledge: Expertise in regulations (RESPA, TILA, HMDA, FDCPA, CARD Act)

• Bachelors degree in a related field

• High attention to detail, Communication skills.

• Skills: Strategic thinking, strong analytical capabilities, and executive stakeholder management.

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable.

• Leaders who support your development through coaching and managing opportunities.

• Ability to make a difference and lasting impact.

• Work in a dynamic, collaborative, progressive, and high-performing team.

• A world-class training program in financial services.

• Opportunities to do challenging work, including leveraging AI and SRE principles to drive innovation and operational excellence.

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Note: Applications will be accepted until 11:59 PM on the day prior to the application deadline date above

Our Employment Opportunities

At RBC, we are guided by living shared values of Client First, Integrity, Collaboration, Respect and Excellence and winning together as One RBC. We believe an inclusive workplace that has diverse perspectives is core to our continued growth as one of the largest and most successful banks in the world. Maintaining a workplace where our employees feel supported to perform at their best, effectively collaborate, drive innovation, and grow professionally helps to bring our Purpose to life and create value for our clients and communities. RBC strives to deliver this through policies and programs intended to foster a workplace based on respect, belonging and opportunity for all.

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RBC is presently inviting candidates to apply for this existing vacancy. Applying to this posting allows you to express your interest in this current career opportunity at RBC. Qualified applicants may be contacted to review their resume in more detail.