Head of Operations & Business Management

Bank, we’re on a journey to do our best. Helping the customers and businesses we serve to make better and smarter financial decisions and enabling the communities we support to grow and succeed. Bank gives you a wide, ever-growing range of opportunities to discover what makes you thrive at every stage of your career. Try new things, learn new skills and discover what you excel at—all from Day One.

Manages and coordinates operational activities for the collateralized loan obligation (CLO) loan administration team, ensuring quality service and effective operations support for assigned internal and external customers. The role supports loan administration activities including interpreting loan notices, processing loan activity, reconciling data breaks and incoming wires, and handling restructures, refinancings, amendments, and daily control reporting. The role is focused on volume management, escalation resolution, accountability, team leadership, and effective operations support in a fast-paced, high-volume environment.

Manage and coordinate operational activities for assigned functional areas/regions.

Ensure quality service and effective operations support for assigned internal and external customers.

Accomplish results through the effective management of staff.

Administer corporate policies and procedures and ensure compliance with applicable laws and regulations.

Participate in the review and recommendation of operational systems and procedures affecting assigned units.

Resolve escalations, manage volume, review outliers and aged exceptions, and hold the team accountable for outstanding or past-due items.

Support issue resolution, task resolution, training conversations, work assignment, capacity modeling, and procedure review.

Partner with offshore teams and support project work, including enhancements and testing.

Manage team performance against SLAs, daily goals, communication expectations, escalation expectations, service metrics, overtime management, innovation/tool adoption, process improvement, service, and people management goals.

Bachelor’s degree, or equivalent work experience

Experience leading others, including management, supervisory, team lead, or direct report management experience.

Banking background, ideally with exposure to loans, cash management, or issue resolution.

Thorough knowledge of applicable products, programs, financial analysis and related documentation as applicable

Excellent organizational and project management skills, with the ability to manage multiple tasks.

Proven ability to manage competing priorities in a fast-paced, high-volume environment while using sound judgment, critical thinking, and problem-resolution skills.

Well-developed customer relations skills and excellent interpersonal, verbal, and written communication skills.

Experience with Excel, AI, Python, or other technology tools helpful but not required.

Bank location three (3) or more days per week.

If there’s anything we can do to accommodate a disability during any portion of the application or hiring process, please refer to our disability accommodations for applicants.

That's why our benefits are designed to help you and your family boost your health, protect your financial security and give you peace of mind. Healthcare (medical, dental, vision)

Basic term and optional term life insurance

Short-term and long-term disability

Pregnancy disability and parental leave

401(k) and employer-funded retirement plan

Up to 11 paid holiday opportunities

We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability or veteran status, and other factors protected under applicable law.

Department of Homeland Security E-Verify program in all facilities located in the United States and certain U.Citizenship and Immigration Services. Bank offers a comprehensive benefits package, including incentive and recognition programs, equity stock purchase 401(k) contribution and pension (all benefits are subject to eligibility requirements). Bank conducts background checks consistent with applicable local laws, including the Los Angeles County Fair Chance Ordinance and the California Fair Chance Act as well as the San Francisco Fair Chance Ordinance. Bank is subject to, and conducts background checks consistent with the requirements of Section 19 of the Federal Deposit Insurance Act (FDIA). In addition, certain positions may also be subject to the requirements of FINRA, NMLS registration, Reg Z, Reg G, OFAC, the NFA, the FCPA, the Bank Secrecy Act, the SAFE Act, and/or federal guidelines applicable to an agreement, such as those related to ethics, safety, or operational procedures.

Bank policies and procedures including the Code of Ethics and Business Conduct and related workplace conduct and safety policies.