Sr. Director Commercial Loan Operations

Position Title

Sr. Director Commercial Loan Operations

Location

Hicksville, NY 11801

Job Summary

• The Senior Director - Commercial Loan Operations is responsible for the overall leadership, strategic direction and execution of the Commercial Loan Operations services that support Flagstar’s $60B commercial, private banking and letter of credit portfolios. The services provided span the lifecycle, including Loan Closing and Booking, Loan Servicing, Collateral and Document Management, Reporting, and Quality Control. The role oversees a diverse portfolio of commercial lending products including C&I, CRE, Syndications and Participations, Builder/Construction Administration, Private Banking, and other specialized lending solutions. Responsible for ensuring operational excellence across the commercial loan lifecycle, the Senior Director will drive continuous improvement of the risk and control environment, strengthen governance frameworks, and ensure compliance with regulatory requirements and internal policies.
• This leader partners closely with Commercial Banking, Credit, Risk, Technology, and other key stakeholders to support business objectives while balancing service, risk, and operational efficiency. This leader will drive large-scale operational transformation initiatives, technology modernization, process automation, system conversions, and organizational effectiveness across a complex, high-volume commercial lending portfolio.
• Success in the role requires a strong understanding of commercial loan structures, product complexity, operational risk management, and the ability to scale processes and controls to support portfolio growth. The Senior Director is responsible for developing and executing business plans, enhancing operational capabilities, establishing workforce strategies, and ensuring the delivery of high-quality products and services that support the Bank's long-term growth objectives. Equally important is building a trusted and effective working relationship with business partners to drive best-in-class service.

Job Responsibilities:

Executive Leadership & Strategic Direction

• •Develop and execute the enterprise-wide vision, strategy, and operating model for Commercial Loan Operations in alignment with the Bank's growth objectives, risk appetite, and profitability goals.
• •Serve as a key executive leader within Commercial Loan Operations, influencing enterprise strategy and contributing to bank-wide initiatives and governance committees.
• •Partner with Executive Leadership to align operational capabilities with strategic priorities, including portfolio growth, product expansion, and client experience optimization.
• •Lead organizational readiness efforts supporting mergers, acquisitions, portfolio transfers, and large-scale system conversions and transformation initiatives.
• •Establish short- and long-term strategic priorities to optimize operational performance, scalability, and service delivery.
• •Evaluate industry trends, emerging technologies, and regulatory developments to continuously enhance operational effectiveness and competitive positioning. This can include benchmarking performance against peers to identify opportunities to differentiate customer experience.

Commercial Loan Operations Oversight and Management

• •Provide executive oversight for all Commercial Loan Operations functions, including Commercial & Industrial (C&I) Lending, Commercial Real Estate (CRE), Syndicated Lending, Construction and Builder Finance, Healthcare and Specialty Lending, Loan Boarding and Funding, Loan Servicing, Collateral and Documentation Management, Reporting and Metrics, and Quality Control.
• •Ensure operational readiness and support for complex lending structures and specialized commercial products across the enterprise.
• •Establish, monitor, and enforce enterprise service level standards (SLAs), key performance indicators (KPIs), and operational performance objectives.
• •Drive continuous process improvement, workflow optimization, and capacity planning across all operational teams.
• •Lead operational support for high-growth lending initiatives while maintaining appropriate controls, risk disciplines, and quality standards.
• •Ensure high standards of technical and operational quality across all functions and product lines.
• •Continuously evaluate/oversee suppliers, vendors and managed service partners to monitor performance, services provided as well as compliance with service levels and contractual agreements.

Risk Management, Compliance & Governance

• •Serve as the senior operational executive accountable for regulatory compliance, operational risk management, audit readiness, and control effectiveness across Commercial Loan Operations.
• •Partner with Regulatory Affairs, Compliance, Internal Audit, and Enterprise Risk Management to ensure adherence to all applicable federal and state regulations, including OCC, FDIC, Federal Reserve, and CFPB requirements, and applicable safety and soundness standards.
• •Provide executive leadership during regulatory examinations, internal audits, compliance reviews, and issue remediation programs.
• •Establish and maintain robust governance frameworks, key risk indicators (KRIs), operational risk assessments, and control monitoring programs.
• •Proactively identify, document, and communicate operational risk exposures and internal control weaknesses; implement corrective action plans as required.
• •Ensure full compliance with the Bank's Information Security, Cybersecurity, Data Governance, and Third-Party Risk Management policies and programs.

Operational Excellence & Transformation

• •Lead enterprise-wide transformation initiatives focused on automation, digitization, workflow reengineering, and operational scalability.
• •Champion continuous improvement methodologies to drive efficiencies, reduce operational risk, and improve client outcomes.
• •Sponsor and oversee implementation of new technologies, commercial loan servicing platforms, workflow automation tools, and digital solutions, including leveraging and deploying AI technology.
• •Direct commercial loan system migrations, core banking conversions, and large-scale technology implementations from planning through execution.
• •Develop operational frameworks and infrastructure to support future growth, evolving product strategies, and changing client expectations.
• •Leverage performance metrics, analytics, and industry benchmarking data to drive data-informed decision-making and operational improvements.

Financial & Performance Management

• •Develop and manage departmental budgets, workforce planning strategies, and vendor expenditures in alignment with financial objectives.
• •Establish comprehensive KPI, KRI, productivity, quality, and financial reporting frameworks for executive and board-level audiences.
• •Monitor operational expenses and identify opportunities to improve cost efficiency while maintaining service quality and risk standards.
• •Provide executive reporting and presentations to Senior Leadership, Executive Committees, Operational Risk Committees, and Board-level forums as required.
• •Ensure consistent achievement of operational performance targets, business objectives, and strategic milestones.
• •Uses independent judgment and discretion to make enterprise-level decisions regarding operational strategy, resource allocation, and risk management.

Leadership & Talent Development

• •Lead a large, geographically dispersed management organization consisting of Directors, Senior Managers, Managers, Team Leads, and Operations professionals.
• •Build a high-performing, diverse, and inclusive culture focused on accountability, engagement, innovation, and exceptional client service.
• •Develop and maintain succession plans and leadership pipelines to support future organizational growth and business continuity.
• •Champion employee development through coaching, mentoring, talent reviews, performance management, and leadership development progra