Director, Insurance Operations & Compliance

Insurance Compliance Director

The Director ensures the portfolio meets all insurance compliance obligations under loan documents and investor requirements while actively overseeing insurance risk management across the portfolio to identify, assess, and mitigate exposure. This role provides strategic leadership of the insurance function, overseeing operations, team performance, audit readiness, and continuous process improvement. The Director sets the team's strategic direction, drives performance against key metrics, and maintains a scalable, efficient operating model.

This position also leads the integration of technology and data-driven solutions into insurance compliance processes to improve automation, reporting accuracy, and operational effectiveness. The Director partners across functions to align systems, tools, and workflows with evolving business needs and investor expectations.

Essential Duties & Responsibilities:

• Lead and develop a team of Managers, Associates, and Analysts to ensure service level agreements (SLAs) are consistently met with high-quality output.
• Establish and execute strategic process improvement initiatives to drive operational efficiency, scalability, and risk reduction.
• Oversee staffing strategy, including hiring decisions, performance management, employee engagement, and ongoing leadership development.
• Assess and design team structure and resource allocation using data-driven analysis to align staffing levels with lender requirements, portfolio complexity, and workload demands.
• Establish, maintain, and enforce departmental policies and procedures to ensure compliance with investor requirements and industry best practices.
• Oversee insurance risk management across the portfolio, including identifying, assessing, and mitigating risk exposures to ensure compliance with loan documents, investor requirements, and organizational risk tolerance.
• Drive adoption and integration of technology solutions (e.g., workflow tools, automation platforms, reporting systems) to optimize insurance compliance processes, enhance data integrity, and improve operational transparency.
• Partner with internal technology teams and vendors to evaluate, implement, and continuously improve systems supporting insurance compliance and operations functions.
• Maintain and enhance a structured learning environment through ongoing, integrated training programs; ensure consistent competency development across all levels of the team.
• Implement and maintain robust quality control processes, including feedback loops, root cause analysis, and targeted training to address performance gaps.
• Support audit readiness by coordinating data collection, documentation, and sample preparation for internal and external audits.
• Monitor operational reports, key metrics, and deadlines to ensure proactive management of portfolio performance and timely issue escalation.
• Maintain deep knowledge of lender insurance requirements, including Freddie Mac, Fannie Mae, FHA/HUD, and other applicable investors.
• Travel Requirements - up to 20%
• Perform other duties and special projects as assigned.

Education, Skills & Experience:

• Bachelor's degree preferred but not required.
• 8-12 years of experience in the commercial real estate mortgage industry, with a focus on insurance compliance, technology, and/or servicing.
• Minimum of 5 years of demonstrated people leadership experience, including direct oversight, coaching, and development of high-performing teams.
• Strong ability to translate complex insurance requirements into clear, actionable guidance for teams and stakeholders.
• Proven experience leveraging technology and data to drive process improvements, operational efficiencies, and reporting insights.
• Familiarity with workflow automation tools, data/reporting platforms, and system integration concepts within financial services or insurance operations.
• Emotional intelligence and self-awareness, with the ability to lead effectively, foster team engagement, and navigate complex interpersonal and organizational dynamics.
• Excellent organizational, communication, presentation, and interpersonal skills.
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions and prioritize work effectively.
• Ability to manage multiple priorities and deadlines in a fast-paced, evolving environment.
• High level of discretion, professionalism, and ability to maintain confidentiality.
• Demonstrated ability to work both independently and as part of a high-performing team.
• Proficiency in Microsoft Office Suite and relevant industry or enterprise systems.