Transform how wholesale lending servicing gets doneâ€faster, safer, and with a better client experience. In this role, you will set strategy and drive measurable improvements across servicing performance, controls, and workflow reliability. You will lead high-severity escalations, remove root causes, and reduce operational risk through disciplined governance. You will partner across Operations, Product, Technology, Risk, Compliance, and Legal to deliver sustainable change. You will also develop teams and strengthen the leadership bench.
Job Summary
As an Product Director in Commercial and Investment Banking Digital Lending Services organization, you will lead strategy, execution, and outcomes for key servicing and workflow capabilities, including Servicing Express and the Aurora workflow ecosystem. You will help us improve turnaround time, quality, and client experience while strengthening controls and audit readiness. You will work with partners across functions to resolve critical incidents, reduce repeat failures, and modernize processes through automation and redesign.
Job Responsibilities
- Set strategy and a multi-quarter roadmap to improve turnaround time, quality, and client experience through automation and straight-through processing
- Lead senior escalation management for high-severity servicing events and coordinate cross-functionally to drive resolution and prevent recurrence
- Strengthen risk and controls frameworks, including approvals, evidence and recordkeeping, issue management, and audit readiness
- Drive root-cause reduction through problem management, trend analysis, and process and control redesign
- Own executive-level stakeholder outcomes by translating servicing performance into clear narratives, decisions, and trade-offs
- Oversee the Aurora workflow ecosystem to ensure stability, control integrity, and business outcomes across upstream and downstream dependencies
- Establish workflow governance, including decision rights, change control, release readiness, and configuration standards aligned to policy and regulatory expectations
- Improve platform reliability by reducing workflow breaks, stuck states, manual workarounds, and repeat incidents through monitoring, alerting, and runbooks
- Partner with Product and Technology to define requirements, prioritize enhancements, sponsor automation, and validate value realization with measurable outcomes
- Ensure data integrity through reconciliation controls, exception reporting, remediation playbooks, and guardrails for critical data elements and handoffs
- Lead user acceptance testing and business readiness for releases, including training, communications, and cutover plans with minimal disruption
Required qualifications, capabilities, and skills
- 15+ years of professional experience in transformation, change management, financial services and banking operations relate roles.
- Proven track record leading medium to large projects end-to-end (planning, execution, governance, and delivery) in wholesale lending (commercial lending) or loan servicing/back-office functions supporting lending products.
- Demonstrated experience driving process reengineering, simplification, and operational improvements with measurable outcomes
- Demonstrated ability to operate effectively within complex matrix environments
- Experience strengthening risk and control frameworks, including approvals, evidence/recordkeeping, issue management, and audit readiness
- Excellent communication skills, including ability to present to varied audiences and translate between business and technology teams
- Demonstrated ability to engage and influence senior global stakeholders
- Strong communication skills with clear, structured, executive-ready updates
Preferred qualifications, capabilities, and skills
- Experience in wholesale lending servicing processes and related operating models
- Familiarity with commercial lending platforms such as Loan IQ, Automated Commercial Banking System, Aurora, or similar loan servicing systems
- Experience improving workflow platforms and reducing repeat incidents through monitoring, runbooks, and reliability practices
- Experience driving automation and digitization initiatives with measurable outcomes
- Experience leading and developing high-performing teams, including succession planning and role clarity
- Strong stakeholder management experience with local and global leadership teams
- Demonstrated ability to identify improvement opportunities and implement best practices at scale
