Baltimore, MD
Who Staffing is looking for a Loan Operations Manager for a full-time, direct hire opportunity with our client in Baltimore, MD.
Job Summary:
The Loan Operations Manager is responsible for leading the daily execution of loan operations, including staff supervision, workflow management, account maintenance, and operational controls. This role ensures the department operates efficiently, accurately, and in alignment with the Bank’s policies, procedures, and service standards.
The position provides hands-on leadership across loan processing, servicing, reporting, and systems support. The Loan Operations Manager evaluates workflows, strengthens internal controls, supports automation initiatives, partners with internal teams and vendors, and delivers training to improve performance, compliance, and customer service. The ideal candidate is a strong operational leader who can manage day-to-day responsibilities while driving continuous improvement across the department.
Essential Duties and Responsibilities:
Leadership, Supervision, and Team Development:
· Supervise the daily activities of loan operations staff, ensuring timely, accurate, and compliant processing.
· Provide coaching, guidance, and hands-on support to team members and group leaders to maintain productivity and service quality.
· Lead training, cross-training, and ongoing development for employees.
· Conduct performance evaluations, support employee development, and recommend updates to job responsibilities as business needs evolve.
· Address complex operational issues, escalate concerns when appropriate, and promote a collaborative, accountable team environment.
Process Improvement, Systems, and Controls:
· Evaluate workflows, procedures, and controls across loan operations to identify process improvement opportunities.
· Support automation and system optimization initiatives, including collaboration with internal technology teams and third-party vendors such as Fiserv.
· Design, document, and implement standardized procedures that improve turnaround time, accuracy, scalability, and risk management.
· Monitor reconciliation, reporting, and operational controls to ensure data integrity and effective segregation of duties.
· Prepare reports, analyses, and recommendations for leadership to support operational decision-making and continuous improvement.
Loan Operations, Reporting, and Data Integrity:
· Oversee loan processing, servicing, boarding, maintenance, and reporting activities across consumer, commercial, real estate, and participation loan portfolios.
· Monitor the accuracy, timeliness, and integrity of loan data across systems and reports.
· Review exception reports, resolve operational discrepancies, and ensure appropriate maintenance of loan records and documents.
· Support administration of loan origination and documentation systems to promote consistency, control, and compliance.
Collaboration and Leadership Support:
· Partner with the Director of Operations, Chief Credit Officer, and other leaders to support departmental priorities and strategic initiatives.
· Participate in operational, pipeline, and project meetings to coordinate resources, address bottlenecks, and promote effective communication across teams.
· Communicate process recommendations, operational trends, and improvement opportunities to leadership in a clear and actionable manner.
· Perform additional duties and responsibilities as assigned to support the success of the department and the Bank.
Required Knowledge, Skills, and Abilities:
· Comprehensive knowledge of loan operations, including processing, servicing, reporting, and account maintenance.
· Strong knowledge of banking systems, core processing platforms, and automated loan documentation or origination tools; Fiserv experience preferred.
· Understanding of applicable banking regulations, internal controls, operational risk management, and reporting requirements.
· Ability to analyze workflows, identify inefficiencies, and implement practical process improvements.
· Demonstrated leadership, coaching, training, and team development skills.
· Strong verbal and written communication skills, including the ability to prepare reports and present recommendations to leadership.
· Strong analytical, problem-solving, organizational, and decision-making abilities.
· Knowledge of IRA processing and related operational requirements are preferred.
· Ability to manage multiple priorities while maintaining accuracy, timeliness, and attention to detail.
Education and Experience:
· High school diploma or equivalent required; associate or bachelor’s degree in business, finance, accounting, or a related field preferred.
· Minimum of five (5) years of progressively responsible experience in a lead/leadership role in loan operations and knowledge/experience.
· Five (5) or more years of supervisory leadership experience in an operational banking environment preferred.
· Experience with process improvement, workflow standardization, system implementation, or operational change initiatives strongly preferred.
· Experience working with banking systems, core platforms, and automated loan processing tools required. Fiserv experience preferred.
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