EVP - Head of Servicing Operations

Western Alliance Bank • Westlake Village, CA

1d

About The Position

The Executive Vice President (EVP) of Servicing Operations is a senior leadership role responsible for overseeing all servicing-related activities for the company, with particular focus on the oversight and performance management of the company’s primary mortgage sub servicer. This leader will drive operational excellence and strong customer outcomes across all servicing functions—both outsourced and internal. The EVP leads a high-performing team of approximately 35 professionals who execute core servicing functions adjacent to the sub-servicer’s scope. These internal functions include loan boarding, cash management, complaints management, default servicing, servicing transfers, and non Agency servicing activities. The role requires deep mortgage servicing expertise, strategic leadership, and exceptional collaboration skills across internal stakeholders, investors, regulators, and external partners. Serve as primary vendor relationship owner of the sub-servicer, ensuring adherence to contractual obligations, performance standards, service-level agreements (SLAs), and regulatory requirements. Coordinate with sub-servicer on implementation of new products and services to complement AmeriHome’s strategic initiatives. Establish and maintain governance frameworks, escalation protocols, and issue‑resolution processes. Lead and develop a team of ~35 servicing professionals responsible for complementary functions not performed by the sub-servicer. Oversee internal processes including: Loan boarding and data integrity Cash management, payment application, and investor remittances Complaint and regulatory response management Default servicing oversight Servicing transfers Non-agency and portfolio‑specific servicing activities Drive continuous improvement, process optimization, automation, and operational scalability. Develop and execute a servicing operations strategy aligned with company goals, customer experience standards, and financial performance targets. Partner closely with technology, risk, capital markets, finance, and customer experience teams to deliver end‑to‑end servicing excellence. Lead initiatives related to portfolio growth, servicing transfers, new product servicing design, and operational modernization. Influence enterprise decision‑making with data‑driven insights, operational analytics, and emerging‑risk awareness.

Requirements

• 15+ years of related experience in Loan Servicing or similar field.
• Bachelor's degree in related field required.
• Previous leadership experience required.
• Expert knowledge of residential mortgage industry in Correspondent or Retail Lending, including sales, operations, capital markets and/or other residential mortgage products and services.
• Expert knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.
• Expert analytical skills with high attention to detail and accuracy.
• Expert speaking and writing communication skills.
• May require up to 25% travel.

Responsibilities

• Serve as primary vendor relationship owner of the sub-servicer, ensuring adherence to contractual obligations, performance standards, service-level agreements (SLAs), and regulatory requirements.
• Coordinate with sub-servicer on implementation of new products and services to complement AmeriHome’s strategic initiatives.
• Establish and maintain governance frameworks, escalation protocols, and issue‑resolution processes.
• Lead and develop a team of ~35 servicing professionals responsible for complementary functions not performed by the sub-servicer.
• Oversee internal processes including: Loan boarding and data integrity Cash management, payment application, and investor remittances Complaint and regulatory response management Default servicing oversight Servicing transfers Non-agency and portfolio‑specific servicing activities
• Drive continuous improvement, process optimization, automation, and operational scalability.
• Develop and execute a servicing operations strategy aligned with company goals, customer experience standards, and financial performance targets.
• Partner closely with technology, risk, capital markets, finance, and customer experience teams to deliver end‑to-end servicing excellence.
• Lead initiatives related to portfolio growth, servicing transfers, new product servicing design, and operational modernization.
• Influence enterprise decision‑making with data‑driven insights, operational analytics, and emerging‑risk awareness.

Benefits

• We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program.
• In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands-on experience to help grow your career!

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 501-1,000 employees