Manager, Consumer Lending Systems & Operational Excellence

Hanscom Federal Credit Union•Littleton, MA

9d•$81,381 - $101,726•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 a member-first organization that values integrity, teamwork, innovation, and empathy. We make business decisions with our members at the top of mind, are honest and committed to doing what's best for our members and our company, believe we are in this together and all benefit from our success, and identify new ideas for processes or products that will lead to positive changes and take the initiative to implement the changes. We understand that communication starts by listening, understanding diverse perspectives, and caring about others’ sustained success.

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
Knowledge of regulatory and compliance requirements preferred
Must be authorized to work in the US

Responsibilities

Oversee Consumer Lending Processing Function, including management, workflow coordination, staffing support, training, and performance oversight of Loan Processors.
Ensure loan files are processed accurately, efficiently, and in compliance with established policies, procedures, service standards, and regulatory requirements.
Monitor pipeline flow, identify operational bottlenecks, and partner closely with Underwriting, Loan Servicing, and Lending leadership to maintain service level expectations, improve turnaround times, and enhance the overall member experience.
Drive 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, and 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.