Manager Servicing Operations

Select Portfolio Servicing•Salt Lake City, UT

About The Position

The Manager of Servicing Operations leads day-to-day operations for an assigned department, driving operational excellence, employee engagement, compliance, customer experience, and business performance. The role oversees servicing operations, develops team members and leaders, ensures regulatory compliance, and identifies opportunities to improve processes, controls, and operational efficiency. The manager leads through influence, accountability, and execution while fostering continuous improvement and exceptional customer service. The position uses data, technology, and coaching to drive results and ensure servicing activities are completed accurately, efficiently, and in compliance with company policies and regulatory requirements. It is suited to an operational leader who takes initiative, solves problems, and develops people and processes; it may also suit an emerging leader ready to take the next career step.

Requirements

Bachelor's degree in Business, Finance, Operations Management, or a related field, or equivalent experience.
At least 5 years of leadership experience in operations, customer service, loan servicing, banking, financial services, or a related environment.
Demonstrated success leading teams and delivering operational results.
Strong analytical and problem-solving skills, including the ability to identify root causes and implement effective solutions.
Ability to take initiative, assume increasing responsibilities, and drive positive outcomes.
Experience using operational metrics and reporting to monitor performance and make business decisions.
Strong communication, interpersonal, and leadership skills.
Ability to work effectively in a fast-paced, evolving environment.
Ability to learn quickly, adapt to change, and take ownership of new challenges.

Nice To Haves

Experience in mortgage servicing, consumer lending, auto finance, home equity, or other loan servicing operations.
Understanding of the loan servicing lifecycle and servicing operations.
Knowledge of regulatory and compliance requirements applicable to loan servicing organizations.
Experience leading process improvement initiatives and operational projects.
Experience with servicing platforms, workflow tools, and operational technologies.

Responsibilities

Manage and oversee daily loan servicing operations to meet service, quality, productivity, compliance, and performance objectives.
Monitor operational metrics and key performance indicators, identify trends, address issues, and drive operational excellence.
Ensure timely, accurate, and efficient execution of servicing processes and customer transactions.
Support departmental projects, audits, reporting requirements, and strategic initiatives.
Lead, coach, and develop team members to achieve individual and departmental goals.
Set clear performance expectations and promote accountability, collaboration, and continuous improvement.
Manage talent acquisition, performance management, employee development, and corrective action processes.
Foster employee engagement and support succession planning.
Evaluate and implement process improvements to enhance operational efficiency, customer experience, and service quality.
Use data, reporting, and technology solutions to improve performance and inform decision-making.
Recommend and support automation and continuous improvement initiatives that improve operational effectiveness and strengthen controls.
Oversee loan servicing activities relevant to the department.
Ensure adherence to company policies, investor guidelines, and applicable regulatory requirements.
Partner with Compliance, Risk, Quality Assurance, and Training teams to maintain operational effectiveness and regulatory readiness.
Identify operational and compliance risks and implement appropriate corrective actions.