Senior 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 programs.
• Foster a culture of continuous learning, operational excellence, and risk awareness across all levels of the organization.
• May be responsible for talent management functions including employment, performance evaluations, staff development/training, disciplinary actions, succession planning, and ensuring all staff comply with compliance requirements.

Relationship Management & Stakeholder Engagement

• Act as the senior operational liaison between Commercial Banking, Credit Administration, Treasury Management, Finance, Technology, Compliance, Internal Audit, and Risk Management functions.
• Build and maintain executive-level relationships with internal and external stakeholders to advance operational and strategic objectives.
• Lead strategic vendor management programs, oversee critical third-party partnerships, and ensure appropriate service levels and contractual compliance.
• Actively engage with regulators, examiners, and industry organizations as appropriate.
• Represent the Bank through active participation in industry forums, banking associations, regulatory interactions, and community engagement activities.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross-functional insights. Aligns relationship-building efforts with enterprise goals to accelerate performance and drive strategic results.
• Establish a structured and efficient method to collect and analyze business partner satisfaction data to identify opportunities for improvement.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and completes required compliance training. Accountable to maintain compliance with applicable federal, state, and local laws and regulations.
• Sponsors and leads enterprise initiatives supporting Commercial Banking Operations strategy and transformation.
• Participates in enterprise governance committees, operational risk committees, and strategic planning forums.
• Performs other executive-level responsibilities as assigned by senior leadership.
• Represent Flagstar at key industry events and forums

JOB REQUIREMENTS

Required Qualifications:

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent.
• Minimum experience required: 15+ Years of progressive banking experience with significant leadership responsibility in Commercial Loan Operations.
• 10+ years of leadership experience managing large, multi-functional commercial loan/lending operations teams or equally relevant functional area.
• Demonstrated experience leading commercial loan or commercial lending operations within a large regional, super-regional, national bank, or similarly complex financial institution.
• Extensive experience supporting Commercial & Industrial (C&I), Commercial Real Estate (CRE), Syndicated Lending, Construction Finance, and specialty lending products.
• Demonstrated expertise supporting complex commercial lending portfolios and products, including the operational implications of varying loan structures, documentation requirements, servicing complexities, and risk considerations.
• Proven leadership of operational transformation initiatives, including process optimization, workflow enhancement, operating model improvements, technology implementations, and system conversions.
• Significant experience managing regulatory examinations, internal audits, compliance programs, and enterprise operational risk management initiatives.
• Experience leading through mergers, acquisitions, portfolio integrations, and large-scale organizational change programs.

Preferred Qualifications:

• Education level preferred: Undergraduate Degree (4 years or equivalent) in Business Administration, Finance, Accounting, Economics, or a related field.
• Lean Six Sigma certification or equivalent process improvement credentials.
• Experience managing commercial loan operations supporting portfolios exceeding $20 billion in assets.
• Experience with commercial lending platforms, loan origination systems (LOS), loan servicing systems, and workflow automation technologies.
• Familiarity with digital transformation initiatives within a large-scale commercial banking environment.

Job Competencies:

• Executive leadership and enterprise strategic planning with demonstrated ability to translate strategy into measurable operational outcomes.
• Deep expertise in commercial lending operations, loan servicing, collateral management, and quality control across complex product portfolios.
• Enterprise risk management, regulatory governance, and operational control framework development.
• Large-scale organizational leadership, talent development, and succession planning across geographically dispersed teams.
• Financial acumen includes budget management, workforce planning, and operational performance management.
• Operational excellence and large-scale process transformation using Lean, Six Sigma, or equivalent methodologies.
• Vendor and third-party risk management, including contract negotiation and strategic partnership oversight.
• Executive communication and board-level presentation skills with the ability to influence senior stakeholders.
• Strong analytical, problem-solving, facilitation, and process mapping skills applied at an enterprise level.
• Proven ability to lead complex, high-volume operations within highly regulated banking environments.
• Demonstrates a strong ability to build and maintain effective relationships with stakeholders by communicating clearly, engaging in proactive collaboration, and leveraging cross-functional insights. Aligns relationship-building efforts with enterprise goals to accelerate performance and drive strategic results.
• Builds trusted client relationships, whether internal or external, by identifying needs and delivering tailored solutions to enhance the overall client experience.
• Fosters or supports a positive work culture and productive work environment, displaying the importance of effective relationships with customers and stakeholders.
• Physical demands (ADA): No unusual physical exertion is involved.

Flagstar is an Equal Opportunity Employer - Vets/Disabled

We are committed to providing clear and accurate compensation information in accordance with applicable laws. Actual starting base pay will be determined based on location, experience, and other non-discriminatory factors permitted by law. Total compensation may also include variable incentives, bonuses, commissions, or other awards as outlined in the offer of employment. Flagstar provides teammates access to a variety of benefits including medical, dental, vision, life, and disability insurance, as well as a comprehensive leave program. Please click the following link for detailed information: Benefits | Flagstar Bank

Pay Range

$188,062.50 - $303,139.00