Manager, Consumer Lending Systems & Operational Excellence

Hanscom Federal Credit Union•Littleton, MA

8d•Hybrid

About The Position

As a member of our Consumer Lending Department, you will join a dynamic team of purpose-driven individuals committed to delivering exceptional service to our members. Hanscom Federal Credit Union is committed to fostering career growth and development – when you join our organization it’s not just a job. We look to develop your skills aligned to our business needs and help you progress in your career.

Requirements

5–8+ years of experience in lending operations, systems, or process improvement
High School diploma, with comparable work experience
Strong experience with LOS platforms (e.g., MeridianLink, Origence)
Project management and implementation experience required
Strong analytical and problem-solving skills
Must be authorized to work in the US

Nice To Haves

Knowledge of regulatory and compliance requirements preferred

Responsibilities

Oversee Consumer Lending Processing Function Including management, workflow coordination, staffing support, training, and performance oversight of Loan Processors.
Ensures loan files are processed accurately, efficiently, and in compliance with established policies, procedures, service standards, and regulatory requirements.
Monitors pipeline flow, identifies operational bottlenecks, and partners closely with Underwriting, Loan Servicing, and Lending leadership to maintain service level expectations, improve turnaround times, and enhance the overall member experience.
Drives consistency and accountability within the processing team through ongoing coaching, process optimization, reporting, and procedural guidance.
Serve as primary administrator for the Loan Origination System (LOS) and related lending platforms
Manage system configuration, workflow design, user access, and enhancements
Oversee system updates, testing, and release management
Lead all lending-related projects and implementations, including: New products and programs, System upgrades and enhancements, Workflow and automation initiatives
Develop project plans, timelines, and deliverables
Coordinate cross-functional teams to ensure successful execution and adoption
Map and evaluate end-to-end lending workflows
Identify inefficiencies, bottlenecks, and control gaps
Implement improvements that enhance efficiency, scalability, and member experience
Own development and maintenance of procedures, job aids, and process documentation
Ensure alignment between policy, system configuration, and operational execution
Maintain standards to ensure procedures are updated with all process and system changes
Collaborate with Risk and Compliance to ensure all processes and system changes meet regulatory expectations
Ensure new implementations are reviewed and validated prior to deployment
Translate regulatory requirements and audit findings into operational workflows and system controls
Coordinate internal and external audits and examinations
Manage documentation gathering, response coordination, and issue tracking
Support development and validation of operational controls
Support reporting related to operational performance and process efficiency
Ensure data integrity across lending systems
Provide insights to leadership to support decision-making
Partner with Consumer Lending and Loan Servicing & QC to design and implement efficient, compliant workflows
Facilitate alignment across lending functions for all system and process changes
Performs additional responsibilities and special projects as assigned to support lending operations and organizational objectives