Manager, Commercial Loan Servicing

Fifth Third Bank • Cincinnati, OH

2d • Onsite

About The Position

The Manager, Commercial Loan Servicing leads the overall Commercial Loan Servicing function, overseeing multiple teams and team leads responsible for post-closing servicing, loan maintenance, and borrower support across the Commercial portfolio. This role provides strategic direction, ensures operational excellence, and drives continuous improvement across all servicing activities. The Manager is accountable for department-wide performance, service delivery, risk management, and talent strategy, while fostering a culture of accountability, collaboration, and innovation. This leader partners closely with senior stakeholders across Credit, Sales, Risk, and Operations to ensure seamless end-to-end servicing and alignment with enterprise priorities.

Requirements

• Bachelor’s degree preferred.
• 8+ years of relevant experience.
• 4+ years of leadership experience managing managers or multiple teams.
• Strong knowledge of commercial loan servicing and operations.
• Strategic leadership, operational excellence, continuous improvement, risk management, talent development, stakeholder management, and decision making.
• Strong analytical skills, ability to balance strategy with execution, effective change leadership, and commitment to innovation and customer outcomes.
• Employees are expected to lead with integrity, accountability, and adherence to all policies and procedures while delivering excellent service.

Responsibilities

• Lead, coach, and develop a team of team leaders responsible for Commercial Loan Servicing operations.
• Establish and execute the strategic vision for the servicing function aligned to business objectives.
• Drive a high-performance culture focused on accountability and development.
• Ensure effective organizational design, workforce planning, and succession management.
• Provide end-to-end oversight of loan servicing operations ensuring accuracy and timeliness.
• Monitor and drive performance against SLAs, quality, productivity, and customer satisfaction metrics.
• Ensure effective escalation and resolution of complex issues.
• Oversee capacity planning and resource allocation.
• Champion a culture of continuous improvement using data and metrics.
• Lead large-scale process improvement and automation initiatives.
• Drive standardization of processes and controls.
• Partner with technology teams to modernize servicing operations.
• Ensure adherence to policies, procedures, and regulatory requirements.
• Establish and maintain effective controls to mitigate risk.
• Monitor audits and ensure timely remediation.
• Promote a strong risk culture.
• Serve as primary contact for senior stakeholders.
• Partner across Credit, Sales, and Risk to ensure alignment.
• Influence cross-functional initiatives.
• Ensure high-quality customer experience.
• Directly manage managers and team leads.
• Provide leadership, coaching, and performance management while ensuring strong engagement and succession planning.

Benefits

• Comprehensive benefits
• Differentiated compensation offerings
• Eligible to participate in an incentive compensation plan
• Extensive benefits programs designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager