Senior Manager

BrightShore 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 functions Provides strategic leadership, balancing operational efficiency, regulatory compliance, investor expectations, borrower experience, and financial stewardship Leads multiple operational teams through coaching, accountability, and continuous professional development while fostering a culture of ownership and collaboration Demonstrates exceptional organizational and operational management skills, effectively balancing multiple departments, competing priorities, and evolving business needs Develops scalable operational processes and internal controls to support organizational growth while maintaining accuracy, consistency, and compliance Maintains a strong understanding of investor requirements, servicing regulations, agency guidelines, and operational best practices affecting assigned departments Utilizes operational metrics, quality results, customer feedback, and performance analytics to identify trends, improve execution, and strengthen organizational performance Partners effectively with Servicing Operations, Default Operations, Compliance, Technology, Cashiering, Investor Reporting, Borrower Engagement, Client Experience, and executive leadership to deliver coordinated servicing solutions Demonstrates strong financial awareness by managing departmental resources, vendor performance, operational costs, and servicing efficiencies while protecting organizational value Demonstrates strong business acumen, balancing operational excellence, regulatory compliance, financial stewardship, and exceptional customer service when making operational decisions Maintains departmental policies, procedures, job aids, workflows, and operational documentation that support consistent execution and regulatory readiness Demonstrates excellent communication skills, effectively presenting operational performance, recommendations, and strategic initiatives to leadership and cross-functional teams Champions continuous improvement through process redesign, automation, technology adoption, and operational innovation Promotes operational consistency by ensuring departmental controls, quality standards, training, and documentation evolve with changing regulatory, investor, and business requirements Leads organizational change with confidence, helping departments successfully adopt new technologies, operational strategies, and business initiatives Upholds 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 teams Develop, mentor, and coach leaders and team members while fostering a culture of accountability, collaboration, and continuous professional development Establish clear departmental goals, operational priorities, and performance expectations aligned with BrightShore's strategic objectives Promote cross-training, succession planning, and knowledge sharing to strengthen organizational resiliency and operational continuity Foster an environment where innovation, ownership, and proactive problem solving are encouraged throughout the departments Raving Fans Promote exceptional internal and external service by ensuring departments consistently deliver timely, accurate, and professional support Encourage operational excellence to improve borrower, client, investor, and business partner experiences throughout the servicing lifecycle Lead teams to identify opportunities that simplify processes, improve responsiveness, and strengthen overall service delivery Reinforce a culture where every interaction reflects BrightShore's commitment to professionalism, respect, and customer care Transparency Maintain open and transparent communication regarding departmental performance, operational risks, staffing needs, and strategic priorities Ensure departmental metrics, workflow status, operational issues, and service levels are communicated accurately and timely to leadership Promote documentation standards that ensure departmental policies, procedures, job aids, workflows, and operational controls remain current and auditable Encourage honest communication, constructive feedback, and collaboration across all servicing departments High Performance Establish measurable performance standards focused on quality, productivity, timeliness, accuracy, operational efficiency, and customer satisfaction Monitor departmental metrics, operational trends, quality results, and workflow performance to identify opportunities for continuous improvement Drive accountability for regulatory compliance, investor requirements, quality standards, and operational execution across all assigned departments Encourage automation, technology adoption, and process improvements to increase efficiency while reducing operational risk and servicing costs Ensure operational controls remain effective as servicing volumes, regulatory requirements, and business strategies evolve Promote a culture of continuous improvement by encouraging employees to identify process enhancements, operational efficiencies, and technology opportunities that strengthen servicing operations Tenacity Demonstrate persistence in resolving operational challenges, eliminating process inefficiencies, and driving projects through successful completion Lead departments through organizational growth, operational change, and technology implementation while maintaining high employee engagement Foster a culture of resilience, accountability, and continuous improvement by encouraging teams to identify root causes and implement sustainable solutions Model determination, professionalism, and ownership while maintaining focus on operational excellence and long-term organizational success Duties/Responsibilities Oversee the daily operations of Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room functions, ensuring consistent execution, regulatory compliance, and operational excellence Ensure all assigned departments operate in accordance with federal and state regulations, investor requirements, agency guidelines, and company policies Direct operational workflow planning to ensure servicing activities are completed accurately, efficiently, and within established service level expectations Monitor departmental production, quality, aging, and operational performance, implementing corrective actions where necessary to improve efficiency and service quality Establish and maintain operational controls that reduce risk, improve consistency, and strengthen overall servicing execution Ensure departmental policies, procedures, job aids, workflows, forms, and operational documentation remain accurate, current, and aligned with regulatory, investor, and business requirements Oversee escrow administration activities including escrow analysis, tax and insurance administration, escrow disbursements, shortages, surpluses, and investor reporting requirements Provide executive oversight of Special Loans operations, ensuring specialized servicing activities are completed accurately, timely, and in accordance with applicable investor and regulatory requirements Oversee collateral management activities including lien releases, MERS administration, collateral security, document custody, assignments, and shipping functions Direct Post Closing operations to ensure loan documentation, trailing documents, collateral exceptions, investor delivery requirements, and servicing quality standards are completed timely and accurately Oversee 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 accurately Partner with Technology and Data Integration teams to improve operational workflows, implement automation, and enhance servicing efficiency through technology solutions Collaborate with Compliance to implement regulatory changes and ensure operational readiness for new laws, investor requirements, and agency guidance Partner with Operational Integrity and Quality Control teams to review testing results, identify operational trends, and implement sustainable corrective actions Support 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 available Develop operational reporting and dashboards that provide meaningful insights into departmental performance, productivity, quality, service levels, and operational risks Monitor vendor performance supporting assigned departments, ensuring service level expectations, quality standards, and contractual obligations are consistently achieved Identify opportunities to improve operational efficiency, reduce manual processes, strengthen controls, improve quality, and lower servicing costs Coordinate cross-functional initiatives impacting servicing administration to ensure successful implementation and minimal operational disruption Assist with business continuity planning, disaster recovery readiness, and operational contingency planning for assigned departments Support organizational growth through operational planning, resource forecasting, staffing recommendations, and process scalability initiatives Maintain direct visibility into significant operational issues, escalations, and exception reporting while ensuring timely resolution and appropriate communication to executive leadership Ensure departmental staffing, workload distribution, and operational capacity remain aligned with servicing volumes and organizational growth Monitor 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 Skills Bachelor'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, operational service level agreements, and third-party performance expectations. Strong understanding of servicing systems such as FICS Mortgage Servicer, document imaging platforms, workflow management systems, and Microsoft Office applications. Excellent leadership, organizational, analytical, and decision‑making skills with the ability to effectively prioritize multiple operational responsibilities. Exceptional written and verbal communication skills with demonstrated ability to communicate effectively with executive leadership, clients, investors, regulators, vendors, and employees. Demonstrated ability to build collaborative relationships across departments while promoting accountability, transparency, and operational excellence. Experience supporting internal audits, regulatory examinations, investor reviews, operational due diligence requests, and client reviews. Commitment to continuous learning, professional development, and operational innovation within the mortgage servicing industry. Demonstrated commitment to BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity through servant leadership, operational excellence, integrity, and continuous improvement. Computer & Equipment Skills Intermediate in Microsoft Office programs (Word, Excel, PowerPoint) Word processing (speed and accuracy) MSP or FICS' Mortgage Servicer a plus Email Internet software Use typical office equipment (computers, fax, phones, copiers, scanners, etc.) Physical Requirement: Vision (with or without correction) sufficient to read a computer screen and to operate office equipment Clear speaking voice on the telephone, in person, and recorded Hearing within normal ranges in noise environments typical of office Able to sit for long periods of time at computer or other workstation and in meetings Able to use computers and operate equipment Able to lift 10 pounds occasionally unassisted EEO Statement: As part of our dedication to the diversity of our workforce, BrightShore Mortgage is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, national origin or ancestry, sex, gender, gender identity, gender expression, sexual orientation, age, physical or mental disability, medical condition, marital/domestic partner status, military and veteran status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. #J-18808-Ljbffr