Associate Director, Product Ownership - Lending Services

Role Overview

Strategic operational leader on the Lending Services team tasked with executing the Mission to deliver seamless, scalable lending solutions that mitigate risk and elevate customer experience. This role owns and optimizes a portfolio of lending processes, driving transformation through automation, digitization, and continuous improvement.

Responsibilities

• Own complete end-to-end design, execution, and optimization of assigned lending processes, establishing operating models for standardization, documentation, and continuous improvement.
• Build, lead, and mentor a team of process owners, setting clear performance expectations and fostering a culture of continuous improvement.
• Lead diagnostic analysis of process performance data, prioritizing and designing business cases for transformation initiatives, especially automation and digital opportunities.
• Define data and metrics strategy, build dashboards and reporting to surface performance trends, and drive improvements against baseline metrics.
• Serve as the primary operational interface between process owners, technology teams, compliance, and business stakeholders, escalating blockers and risks transparently.
• Ensure all processes incorporate appropriate controls aligned with regulatory requirements and risk standards, partnering with Operations Excellence and Compliance.
• Partner with Platform Enablement to plan and execute successful launches of process improvements, including operational readiness, training, and change management.
• Maintain consistent standards for process documentation, tools, communication, and training across the portfolio.
• Collaborate with the Director and peer Associate Directors to identify cross-process dependencies and systemic opportunities that inform the Lending Services product and process strategy.

Must Have Qualifications

• Bachelor’s degree in Business, Finance, Industrial Engineering, Operations Management, or equivalent professional experience.
• 7–10 years of experience in process management, operations management, or business transformation roles with demonstrated success leading teams.
• Strong expertise in lending operations, processes, and business workflows, including deal structures and control requirements.
• Proven ability to lead and develop high-performing teams of operational professionals and drive accountability for performance.
• Strong analytical skills with the ability to interpret operational data, identify trends, and recommend data-driven improvements.
• Excellent written and verbal communication skills; ability to present findings and recommendations to leadership and stakeholders.
• Deep experience designing, optimizing, and reengineering end-to-end processes.
• Proficiency in Microsoft Office Suite (Excel, PowerPoint, Visio) and familiarity with operational analytics and process visualization tools.
• Experience working cross-functionally and managing stakeholder priorities in a matrixed environment.
• Highly collaborative with strong influencing and negotiation skills to partner strategically with senior leadership.

Nice to Have Qualifications

• MBA or advanced degree in Business, Operations, Engineering, or a related field.
• Lean Six Sigma or similar process improvement certification.
• Experience with process automation or robotic process automation (RPA).
• Familiarity with lending regulations and compliance requirements.
• Experience with process mining or advanced analytics tools.
• Background in Financial Services operations or Commercial Banking.
• Project management or program leadership experience.
• Experience leading or implementing technology-enabled transformations.
• Exposure to voice-of-customer programs or design thinking methodologies.

Benefits

• A comprehensive Total Rewards Program including bonuses, flexible benefits, competitive compensation, and commissions where applicable.
• Leadership development through coaching and mentoring opportunities.
• Opportunity to make a lasting impact on clients and communities.
• Dynamic, collaborative, high-performing team environment.
• Flexible work/life balance options.
• Progressive accountabilities and career advancement opportunities.
• Access to a variety of job opportunities across the business.