Senior Product Manager, Commercial Loan Services

Commercial Loan Services Product Manager

Commercial Loan Services (CLS) is responsible for the day-to-day operational execution of Huntington's lending operations, including loan boarding, collateral boarding, payments and advances, servicing events, and ongoing collateral monitoring (liens, taxes, insurance, etc.).

The CLS Product Manager is the accountable owner for defining and delivering the modernization strategy and multi-year roadmap for Commercial Loan Services, spanning people, process, and technology. This role partners closely with Commercial Banking line-of-business digital and product teams, Technology, Risk, and Operations leadership to transform CLS into a scalable, efficient, and well-controlled servicing organization.

This role serves as the voice of CLS at the most senior levels of Operations and the Line of Business, advocating for technology investment, articulating a compelling future-state vision for a modern operational platform, and ensuring operational needs are embedded into enterprise platforms and strategies.

Responsibilities

Own the vision & roadmap

• Define and deliver the target-state operating and technology vision for Commercial Loan Services, covering:
• Loan boarding and servicing
• Collateral boarding and monitoring (liens, taxes, insurance)
• Payments, advances, and servicing events
• Exceptions, research, and client inquiry support
• Own and maintain a transparent, multi-horizon roadmap (6/12/36 months) for CLS modernization, sequencing outcomes, dependencies, and investments.
• Serve as the product owner for CLS operational capabilities supported by AFSVision, FIS ACBS, and surrounding workflow, integration, and data platforms.
• Translate strategy into epics, features, and user stories; steward the backlog and lead quarterly planning with Operations and Technology partners.

Drive efficiency, automation, and scale

• Lead the transformation of CLS processes to eliminate manual work, reduce failure demand, and improve straight-through processing.
• Establish ServiceNow as the primary workflow and case management platform for CLS, integrating with core loan systems and upstream/downstream applications.
• Partner with Technology and Operations to design and deploy:
• Workflow orchestration
• Rules-based automation and RPA
• Agentic and generative AI use cases for servicing, research, and exception handling
• Ensure solutions are designed for scale, resiliency, auditability, and operational readiness.

Technical leadership & solution design

• Provide technical product leadership for operations platforms, partnering closely with engineers and architects to shape solution design. Bring sufficient technical depth to challenge architectural decisions, identify risks, and influence tradeoffs.
• Guide design across system integrations (APIs, events, batch/file-based), workflow orchestration, and data flows.
• Ensure solutions are scalable, resilient, maintainable, and appropriate for regulated financial services environments.

Deliver business, risk, and control outcomes

• Lead cross-functional delivery across Operations, Technology, Risk, Compliance, Legal, InfoSec, and Finance.
• Embed operational risk and control requirements into product design, including SOX, regulatory, credit, and operational risk considerations specific to commercial lending.
• Partner with CLS leadership to redesign processes using a Lean / continuous improvement mindset.
• Ensure procedures, controls, playbooks, and colleague training are in place and auditable for every release.

Measure what matters

• Define and publish a CLS metrics framework and dashboards, including: Cycle time and queue aging; Productivity per FTE; Defect and rework rates; SLA adherence; automation penetration and benefits realization; risk events, audit findings, and quality escapes
• Establish a performance cadence linking features delivered → adoption → measurable operational outcomes.

Stakeholder leadership & advocacy

• Serve as a senior representative for CLS with Commercial Banking product, digital, and technology leadership.
• Work closely with the Head of CLS and CLS Operations managers to ensure the roadmap reflects real operational priorities and constraints.
• Advocate for CLS investment and influence enterprise platform decisions to ensure CLS requirements are represented.
• Communicate status, tradeoffs, risks, and decisions clearly to executive stakeholders; facilitate prioritization and governance forums.

Change & communications

• Lead change management and training for impacted colleague groups; ensure SOPs, job aids, and risk controls are updated and auditable.
• Communicate status, risks, and decisions crisply to executives and stakeholders; facilitate go/no-go and post-implementation reviews.

Qualifications

Required

• 7+ years of experience in financial services or banking, with 5+ years exposure to commercial lending or commercial lending operations.
• 3+ years in product management, product owner, or platform ownership roles supporting operations technology or workflow at scale.
• Experience with commercial loan lifecycle and servicing, including boarding, payments, advances, and collateral processes.
• Experience with commercial loan accounting or servicing systems, preferably AFSVision and/or FIS ACBS.
• Experience driving process efficiency, automation, and workflow transformation, ideally using platforms like ServiceNow.
• Knowledge of software development best practices and SDLC, including design reviews and production readiness. Practical understanding of integration patterns, including REST APIs, event-based messaging, and batch/file-based interfaces. Solid understanding of data modeling and data flows, including operational vs. analytical use cases.
• Experience managing agile technology delivery teams and driving operational improvements.
• Agile delivery experience (backlog management, quarterly planning, incremental value delivery).
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint, Access, Visio).
• Bachelors Degree

Preferred

• MBA
• Experience modernizing or transforming commercial lending or loan servicing organizations.
• Experience operating at the executive level, influencing senior Operations and Line-of-Business leaders.
• Experience using ServiceNow, RPA, rules engines, data orchestration, or AI-enabled servicing solutions.
• Experience partnering with Risk, Compliance, Audit, and Regulatory teams in highly controlled environments.
• Lean Six Sigma (Green/Black Belt), CSPO/PSPO, or PMI-ACP.
• Experience in a technical product owner, business systems analyst, or engineering-adjacent role.
• Experience with large-scale platform migrations, client conversions, or M&A-driven operational integration.
• Exceptional communication, very organized, and strong problem-solving skills; able to operate independently with urgency and attention to detail.
• Experience with tools such as Azure DevOps, JIRA, Confluence, or similar product and delivery platforms.

Exempt Status: (Yes = not eligible for overtime pay) ( No = eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Compensation Range:

93,000.00 - 189,000.00 Annual

The compensation range represents the low and high end of the base compensation range for this position. Actual compensation will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. Colleagues in this position are also eligible to participate in an applicable incentive compensation plan. In addition, Huntington provides a variety of benefits to colleagues, including health insurance coverage, wellness program, life and disability insurance, retirement savings plan, paid leave programs, paid holidays and paid time off (PTO).

Huntington is an Equal Opportunity Employer.