Senior Manager, Loan Administration

Job Description

Job Description:\n\nBrightShore Mortgage is seeking a Senior Manager, Loan Administration to provide strategic, collaborative leadership while overseeing key loan administration functions which support the entire mortgage servicing lifecycle. In this role, you'll lead multiple operational teams, strengthen processes and controls, partner across the organization, and help deliver outstanding experiences for borrowers, clients, and investors. Position Summary The Senior Manager, Loan Administration is responsible for providing strategic leadership and operational oversight for several core servicing administration functions that support the mortgage servicing lifecycle. This role oversees Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room Operations, ensuring each department consistently delivers accurate, timely, compliant, and customer-focused service while supporting BrightShore's operational and financial objectives. Reporting directly to the Senior Vice President, Servicing, the Senior Manager partners closely with Default Operations, Investor Reporting, Cashiering, Compliance, Technology, Borrower Engagement, Client Experience, and other Servicing leaders to ensure operational activities are coordinated, scalable, compliant, and aligned with investor, regulatory, client, and organizational expectations. This position drives operational excellence through disciplined workflow management, continuous process improvement, effective resource planning, and strong operational controls designed to protect borrowers, clients, investors, and the organization. This leader is responsible for maintaining the operational framework supporting the departments under their leadership, ensuring departmental policies, procedures, job aids, workflows, and training materials remain current, accurate, and aligned with investor requirements, regulatory expectations, and operational best practices. The Senior Manager also maintains executive oversight of departmental performance, service quality, operational risk, staffing, vendor performance, and regulatory readiness while fostering a culture of accountability, collaboration, innovation, and continuous improvement. Success in this role requires a leader who combines operational expertise with a passion for developing people, improving processes, leveraging technology, and delivering exceptional service. Through thoughtful leadership and disciplined execution, the Senior Manager, Loan Administration reinforces BrightShore's commitment to Leadership, Raving Fans, Transparency, High Performance, and Tenacity, while helping build a scalable servicing organization designed for long-term operational excellence, client confidence, and sustainable growth. Core Competencies:Demonstrates comprehensive knowledge of mortgage servicing operations, including escrow administration, special loans processing, collateral management, post-closing activities, and servicing support functionsProvides strategic leadership, balancing operational efficiency, regulatory compliance, investor expectations, borrower experience, and financial stewardshipLeads multiple operational teams through coaching, accountability, and continuous professional development while fostering a culture of ownership and collaborationDemonstrates exceptional organizational and operational management skills, effectively balancing multiple departments, competing priorities, and evolving business needsDevelops scalable operational processes and internal controls to support organizational growth while maintaining accuracy, consistency, and complianceMaintains a strong understanding of investor requirements, servicing regulations, agency guidelines, and operational best practices affecting assigned departmentsUtilizes operational metrics, quality results, customer feedback, and performance analytics to identify trends, improve execution, and strengthen organizational performancePartners effectively with Servicing Operations, Default Operations, Compliance, Technology, Cashiering, Investor Reporting, Borrower Engagement, Client Experience, and executive leadership to deliver coordinated servicing solutionsDemonstrates strong financial awareness by managing departmental resources, vendor performance, operational costs, and servicing efficiencies while protecting organizational valueDemonstrates strong business acumen, balancing operational excellence, regulatory compliance, financial stewardship, and exceptional customer service when making operational decisionsMaintains departmental policies, procedures, job aids, workflows, and operational documentation that support consistent execution and regulatory readinessDemonstrates excellent communication skills, effectively presenting operational performance, recommendations, and strategic initiatives to leadership and cross-functional teamsChampions continuous improvement through process redesign, automation, technology adoption, and operational innovationPromotes operational consistency by ensuring departmental controls, quality standards, training, and documentation evolve with changing regulatory, investor, and business requirementsLeads organizational change with confidence, helping departments successfully adopt new technologies, operational strategies, and business initiativesUpholds BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity while building a culture centered on accountability, operational excellence, and exceptional service Supervisor Responsibilities (if applicable): Leadership Provide strategic leadership and daily oversight for the Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room teamsDevelop, mentor, and coach leaders and team members while fostering a culture of accountability, collaboration, and continuous professional developmentEstablish clear departmental goals, operational priorities, and performance expectations aligned with BrightShore's strategic objectivesPromote cross-training, succession planning, and knowledge sharing to strengthen organizational resiliency and operational continuityFoster an environment where innovation, ownership, and proactive problem solving are encouraged throughout the departments Raving FansPromote exceptional internal and external service by ensuring departments consistently deliver timely, accurate, and professional supportEncourage operational excellence to improve borrower, client, investor, and business partner experiences throughout the servicing lifecycleLead teams to identify opportunities that simplify processes, improve responsiveness, and strengthen overall service deliveryReinforce a culture where every interaction reflects BrightShore's commitment to professionalism, respect, and customer care TransparencyMaintain open and transparent communication regarding departmental performance, operational risks, staffing needs, and strategic prioritiesEnsure departmental metrics, workflow status, operational issues, and service levels are communicated accurately and timely to leadershipPromote documentation standards that ensure departmental policies, procedures, job aids, workflows, and operational controls remain current and auditableEncourage honest communication, constructive feedback, and collaboration across all servicing departments High PerformanceEstablish measurable performance standards focused on quality, productivity, timeliness, accuracy, operational efficiency, and customer satisfactionMonitor departmental metrics, operational trends, quality results, and workflow performance to identify opportunities for continuous improvementDrive accountability for regulatory compliance, investor requirements, quality standards, and operational execution across all assigned departmentsEncourage automation, technology adoption, and process improvements to increase efficiency while reducing operational risk and servicing costsEnsure operational controls remain effective as servicing volumes, regulatory requirements, and business strategies evolvePromote a culture of continuous improvement by encouraging employees to identify process enhancements, operational efficiencies, and technology opportunities that strengthen servicing operations TenacityDemonstrate persistence in resolving operational challenges, eliminating process inefficiencies, and driving projects through successful completionLead departments through organizational growth, operational change, and technology implementation while maintaining high employee engagementFoster a culture of resilience, accountability, and continuous improvement by encouraging teams to identify root causes and implement sustainable solutionsModel determination, professionalism, and ownership while maintaining focus on operational excellence and long-term organizational success Duties/ResponsibilitiesOversee the daily operations of Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room functions, ensuring consistent execution, regulatory compliance, and operational excellenceEnsure all assigned departments operate in accordance with federal and state regulations, investor requirements, agency guidelines, and company policiesDirect operational workflow planning to ensure servicing activities are completed accurately, efficiently, and within established service level expectationsMonitor departmental production, quality, aging, and operational performance, implementing corrective actions where necessary to improve efficiency and service qualityEstablish and maintain operational controls that reduce risk, improve consistency, and strengthen overall servicing executionEnsure departmental policies, procedures, job aids, workflows, forms, and operational documentation remain accurate, current, and aligned with regulatory, investor, and business requirementsOversee escrow administration activities including escrow analysis, tax and insurance administration, escrow disbursements, shortages, surpluses, and investor reporting requirementsProvide executive oversight of Special Loans operations, ensuring specialized servicing activities are completed accurately, timely, and in accordance with applicable investor and regulatory requirementsOversee collateral management activities including lien releases, MERS administration, collateral security, document custody, assignments, and shipping functionsDirect Post Closing operations to ensure loan documentation, trailing documents, collateral exceptions, investor delivery requirements, and servicing quality standards are completed timely and accuratelyOversee Mail Room operations, ensuring incoming and outgoing mail, document distribution, imaging support, returned mail processing, operational correspondence, and other collateral items are completed efficiently and accuratelyPartner with Technology and Data Integration teams to improve operational workflows, implement automation, and enhance servicing efficiency through technology solutionsCollaborate with Compliance to implement regulatory changes and ensure operational readiness for new laws, investor requirements, and agency guidancePartner with Operational Integrity and Quality Control teams to review testing results, identify operational trends, and implement sustainable corrective actionsSupport internal and external audits, regulatory examinations, investor reviews, and client due diligence activities by ensuring operational documentation, controls, and supporting evidence are complete and readily availableDevelop operational reporting and dashboards that provide meaningful insights into departmental performance, productivity, quality, service levels, and operational risksMonitor vendor performance supporting assigned departments, ensuring service level expectations, quality standards, and contractual obligations are consistently achievedIdentify opportunities to improve operational efficiency, reduce manual processes, strengthen controls, improve quality, and lower servicing costsCoordinate cross-functional initiatives impacting servicing administration to ensure successful implementation and minimal operational disruptionAssist with business continuity planning, disaster recovery readiness, and operational contingency planning for assigned departmentsSupport organizational growth through operational planning, resource forecasting, staffing recommendations, and process scalability initiativesMaintain direct visibility into significant operational issues, escalations, and exception reporting while ensuring timely resolution and appropriate communication to executive leadershipEnsure departmental staffing, workload distribution, and operational capacity remain aligned with servicing volumes and organizational growthMonitor operational trends and recurring exceptions to proactively identify opportunities for automation, workflow simplification, and technology enhancement.Partner with department leaders across servicing to improve handoffs, eliminate operational silos, and create a seamless servicing experience for borrowers, clients, and employees.Perform other duties and strategic initiatives as assigned in support of BrightShore's servicing operations and long-term organizational objectives Education, Experience and /or SkillsBachelor's degree in Business Administration, Finance, Accounting, Management, or a related field preferred; equivalent mortgage servicing leadership experience will be considered.Minimum of 7 years of progressive mortgage servicing experience, including leadership responsibility within servicing operations.Experience leading operational teams through periods of organizational growth, servicing transfers, system implementations, or significant operational change preferred.Demonstrated experience leading multiple operational departments while balancing regulatory compliance, investor requirements, operational efficiency, and customer service.Strong working knowledge of escrow administration, collateral management, post-closing operations, document custody, mail operations, and specialized loan servicing functions.Thorough understanding of mortgage servicing regulations, agency guidelines, and investor requirements, including FNMA, FHLMC, GNMA, FHA, VA, USDA, and private investor servicing standards.Experience managing operational controls, quality initiatives, audit preparation, and process improvement efforts within a regulated servicing environment.Demonstrated success leading organizational change, technology implementations, workflow redesign, and operational improvement initiatives.Experience developing and maintaining departmental policies, procedures, job aids, workflow documentation, and operational standards.Proven ability to analyze operational metrics, identify trends, and implement sustainable process improvements that improve quality, efficiency, and customer satisfaction.Experience managing vendor relationships, o

Company Description

Since 2020, we have been building toward a servicing model that creates value long after the loan closes.\r\n\r\nCompliance, transactions, and operational execution will always matter. But lasting success comes from stronger borrower relationships, better experiences, and meaningful engagement.\r\n\r\nBrightShore combines the discipline of a top-tier servicer with the innovation, transparency, and flexibility needed to support the future of mortgage servicing.