Commercial Loan Operations Solutions Lead

Position Title Commercial Loan Operations Solutions Lead

Location

Troy, MI 48098

Job Summary

The Commercial Loan Operations Solutions Lead serves as the senior subject matter expert (SME) responsible for resolving complex operational issues, conducting root cause analysis, and driving continuous process improvement across Commercial Loan Operations. With deep expertise in commercial loan systems and applications, this role partners cross-functionally with operations, technology, data governance, risk and control partners, and leadership to develop sustainable solutions and champion operational excellence. The SME serves as the primary escalation resource, mentoring team members and promoting best practices in problem resolution and continuous improvement.

Job Responsibilities:

Application and Project Oversight

• Demonstrates a complete understanding of the commercial loan (core) system and provides operational oversight of system performance and data integrity.

• Lead and drives transformation initiatives within Commercial Loan Operations, identifying opportunities to modernize processes, systems, and workflows.

• Collaborate with the lending team to ensure daily work is processed timely, serving as a key operational partner in cross-functional alignment.

• Review various reports to ensure supporting systems and AFS loan accounting system are in sync, ensuring reconciliation accuracy and accountability.

• Lead the development, implementation, and maintenance of commercial loan servicing policies and procedures, ensuring alignment with transformation goals.

• Monitors ongoing loan maintenance to ensure accuracy of existing loan data within core systems, proactively leading corrective action where needed.

• Lead team members in processing complex transactions, providing real-time guidance, issue resolution, and transaction oversight.

Gap Analysis, Resolution & Process Transformation

• Identify recurring operational trends, recommend preventative actions, and implement sustainable solutions to reduce repeat issues and improve operational performance.

• Lead root cause analysis (RCA) on complex or recurring operational issues within commercial loan systems and processes.

• Analyze data trends and exception reports to proactively identify, prioritize, and resolve process gaps before they escalate.

• Champion and lead the application of Lean Six Sigma methodologies to evaluate process inefficiencies and drive transformational improvements.

• Lead training on process gaps, new products, procedures, and transformation initiatives, ensuring staff are equipped to sustain improvements and drive consistent adoption. Provide coaching, mentoring, and knowledge sharing to support staff development and continuous improvement initiatives.

Customer Engagement & End-to-End Resolution

• Serve as the primary escalation point and lead for complex or unresolved customer and operational servicing issues, managing end-to-end resolution.

• Communicate resolution timelines and outcomes clearly to internal and external customers, ensuring full transparency and documentation throughout the process.

• Acknowledge and respond to escalated customer concerns in a timely manner, leading the process from initial escalation through final resolution.

• Use independent judgment and discretion to make decisions that ensure escalated issues are corrected, documented, and resolved with go-forward changes that mitigate risk - maintaining accountability for the department and bank.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.

• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent

• Minimum experience required:

• 8+ years of commercial/banking lending or related functions

• 6+ years’ experience in commercial loan operations with demonstrated success in complex problem resolution and process improvement.

• 6+ years’ experience of system configuration within commercial loan platforms such as AFS, ACBS, DNA, and/or LoanIQ

• 1+ years’ experience in coaching and/or mentoring other operations professionals

Preferred Qualifications

• Undergraduate Degree (4 years or equivalent) in Business, Computer Sciences, Organizational Management or equivalent

• Lean Six Sigma certification or equivalent process improvement experience

• Experience leading transformation projects or process redesign initiatives within a financial services environment

Job Competencies

• Demonstrated ability to apply structured problem-solving methodologies (such as Lean Six Sigma) to improve operational processes.

• Effective analytical, organizational, presentation, problem-solving, and customer service skills, with a track record of leading complex initiatives.

• Must possess strong technical aptitude, including knowledge of commercial loan products, loan systems, and supporting technologies.

• Strong interpersonal and communication skills, with the ability to lead and influence across all levels of the organization.

• Exercises independent judgment and technical expertise to plan, prioritize, and organize a diversified workload.

• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross functional insights. Aligns relationship building efforts with enterprise goals to accelerate performance and drive strategic results.

• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.

• Fosters or supports a positive work culture and productive work environment, displaying importance of effective relationships with customers and stakeholders.

• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$84,878.25 - $137,411.00