Senior Manager, Loan Administration

Brightshore Mortgage•Ocala, FL

21h•Onsite

About The Position

BrightShore Mortgage is seeking a Senior Manager, Loan Administration to provide strategic, collaborative leadership while overseeing key loan administration functions which support the entire mortgage servicing lifecycle. In this role, you'll lead multiple operational teams, strengthen processes and controls, partner across the organization, and help deliver outstanding experiences for borrowers, clients, and investors. The Senior Manager, Loan Administration is responsible for providing strategic leadership and operational oversight for several core servicing administration functions that support the mortgage servicing lifecycle. This role oversees Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room Operations, ensuring each department consistently delivers accurate, timely, compliant, and customer-focused service while supporting BrightShore's operational and financial objectives. Reporting directly to the Senior Vice President, Servicing, the Senior Manager partners closely with Default Operations, Investor Reporting, Cashiering, Compliance, Technology, Borrower Engagement, Client Experience, and other Servicing leaders to ensure operational activities are coordinated, scalable, compliant, and aligned with investor, regulatory, client, and organizational expectations. This position drives operational excellence through disciplined workflow management, continuous process improvement, effective resource planning, and strong operational controls designed to protect borrowers, clients, investors, and the organization. This leader is responsible for maintaining the operational framework supporting the departments under their leadership, ensuring departmental policies, procedures, job aids, workflows, and training materials remain current, accurate, and aligned with investor requirements, regulatory expectations, and operational best practices. The Senior Manager also maintains executive oversight of departmental performance, service quality, operational risk, staffing, vendor performance, and regulatory readiness while fostering a culture of accountability, collaboration, innovation, and continuous improvement. Success in this role requires a leader who combines operational expertise with a passion for developing people, improving processes, leveraging technology, and delivering exceptional service. Through thoughtful leadership and disciplined execution, the Senior Manager, Loan Administration reinforces BrightShore's commitment to Leadership, Raving Fans, Transparency, High Performance, and Tenacity, while helping build a scalable servicing organization designed for long-term operational excellence, client confidence, and sustainable growth.

Requirements

Bachelor's degree in Business Administration, Finance, Accounting, Management, or a related field preferred; equivalent mortgage servicing leadership experience will be considered.
Minimum of 7 years of progressive mortgage servicing experience, including leadership responsibility within servicing operations.
Experience leading operational teams through periods of organizational growth, servicing transfers, system implementations, or significant operational change preferred.
Demonstrated experience leading multiple operational departments while balancing regulatory compliance, investor requirements, operational efficiency, and customer service.
Strong working knowledge of escrow administration, collateral management, post-closing operations, document custody, mail operations, and specialized loan servicing functions.
Thorough understanding of mortgage servicing regulations, agency guidelines, and investor requirements, including FNMA, FHLMC, GNMA, FHA, VA, USDA, and private investor servicing standards.
Experience managing operational controls, quality initiatives, audit preparation, and process improvement efforts within a regulated servicing environment.
Demonstrated success leading organizational change, technology implementations, workflow redesign, and operational improvement initiatives.
Experience developing and maintaining departmental policies, procedures, job aids, workflow documentation, and operational standards.
Proven ability to analyze operational metrics, identify trends, and implement sustainable process improvements that improve quality, efficiency, and customer satisfaction.
Experience managing vendor relationships, operational service level agreements, and third-party performance expectations.
Strong understanding of servicing systems such as FICS Mortgage Servicer, document imaging platforms, workflow management systems, and Microsoft Office applications.
Excellent leadership, organizational, analytical, and decision-making skills with the ability to effectively prioritize multiple operational responsibilities.
Exceptional written and verbal communication skills with demonstrated ability to communicate effectively with executive leadership, clients, investors, regulators, vendors, and employees.
Demonstrated ability to build collaborative relationships across departments while promoting accountability, transparency, and operational excellence.
Experience supporting internal audits, regulatory examinations, investor reviews, operational due diligence requests, and client reviews.
Commitment to continuous learning, professional development, and operational innovation within the mortgage servicing industry.
Demonstrated commitment to BrightShore's pillars of Leadership, Raving Fans, Transparency, High Performance, and Tenacity through servant leadership, operational excellence, integrity, and continuous improvement.
Intermediate in Microsoft Office programs (Word, Excel, PowerPoint)
Word processing (speed and accuracy)
MSP or FICS’ Mortgage Servicer a plus
Email
Internet software
Use typical office equipment (computers, fax, phones, copiers, scanners, etc.)

Nice To Haves

Experience leading operational teams through periods of organizational growth, servicing transfers, system implementations, or significant operational change preferred.
MSP or FICS’ Mortgage Servicer a plus

Responsibilities

Provide strategic leadership and daily oversight for the Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room teams
Develop, mentor, and coach leaders and team members while fostering a culture of accountability, collaboration, and continuous professional development
Establish clear departmental goals, operational priorities, and performance expectations aligned with BrightShore's strategic objectives
Promote cross-training, succession planning, and knowledge sharing to strengthen organizational resiliency and operational continuity
Foster an environment where innovation, ownership, and proactive problem solving are encouraged throughout the departments
Promote exceptional internal and external service by ensuring departments consistently deliver timely, accurate, and professional support
Encourage operational excellence to improve borrower, client, investor, and business partner experiences throughout the servicing lifecycle
Lead teams to identify opportunities that simplify processes, improve responsiveness, and strengthen overall service delivery
Reinforce a culture where every interaction reflects BrightShore's commitment to professionalism, respect, and customer care
Maintain open and transparent communication regarding departmental performance, operational risks, staffing needs, and strategic priorities
Ensure departmental metrics, workflow status, operational issues, and service levels are communicated accurately and timely to leadership
Promote documentation standards that ensure departmental policies, procedures, job aids, workflows, and operational controls remain current and auditable
Encourage honest communication, constructive feedback, and collaboration across all servicing departments
Establish measurable performance standards focused on quality, productivity, timeliness, accuracy, operational efficiency, and customer satisfaction
Monitor departmental metrics, operational trends, quality results, and workflow performance to identify opportunities for continuous improvement
Drive accountability for regulatory compliance, investor requirements, quality standards, and operational execution across all assigned departments
Encourage automation, technology adoption, and process improvements to increase efficiency while reducing operational risk and servicing costs
Ensure operational controls remain effective as servicing volumes, regulatory requirements, and business strategies evolve
Promote a culture of continuous improvement by encouraging employees to identify process enhancements, operational efficiencies, and technology opportunities that strengthen servicing operations
Demonstrate persistence in resolving operational challenges, eliminating process inefficiencies, and driving projects through successful completion
Lead departments through organizational growth, operational change, and technology implementation while maintaining high employee engagement
Foster a culture of resilience, accountability, and continuous improvement by encouraging teams to identify root causes and implement sustainable solutions
Model determination, professionalism, and ownership while maintaining focus on operational excellence and long-term organizational success
Oversee the daily operations of Escrow Administration, Special Loans, Collateral Management, Post Closing, and Mail Room functions, ensuring consistent execution, regulatory compliance, and operational excellence
Ensure all assigned departments operate in accordance with federal and state regulations, investor requirements, agency guidelines, and company policies
Direct operational workflow planning to ensure servicing activities are completed accurately, efficiently, and within established service level expectations
Monitor departmental production, quality, aging, and operational performance, implementing corrective actions where necessary to improve efficiency and service quality
Establish and maintain operational controls that reduce risk, improve consistency, and strengthen overall servicing execution
Ensure departmental policies, procedures, job aids, workflows, forms, and operational documentation remain accurate, current, and aligned with regulatory, investor, and business requirements
Oversee escrow administration activities including escrow analysis, tax and insurance administration, escrow disbursements, shortages, surpluses, and investor reporting requirements
Provide executive oversight of Special Loans operations, ensuring specialized servicing activities are completed accurately, timely, and in accordance with applicable investor and regulatory requirements
Oversee collateral management activities including lien releases, MERS administration, collateral security, document custody, assignments, and shipping functions
Direct Post Closing operations to ensure loan documentation, trailing documents, collateral exceptions, investor delivery requirements, and servicing quality standards are completed timely and accurately
Oversee Mail Room operations, ensuring incoming and outgoing mail, document distribution, imaging support, returned mail processing, operational correspondence, and other collateral items are completed efficiently and accurately
Partner with Technology and Data Integration teams to improve operational workflows, implement automation, and enhance servicing efficiency through technology solutions
Collaborate with Compliance to implement regulatory changes and ensure operational readiness for new laws, investor requirements, and agency guidance
Partner with Operational Integrity and Quality Control teams to review testing results, identify operational trends, and implement sustainable corrective actions
Support internal and external audits, regulatory examinations, investor reviews, and client due diligence activities by ensuring operational documentation, controls, and supporting evidence are complete and readily available
Develop operational reporting and dashboards that provide meaningful insights into departmental performance, productivity, quality, service levels, and operational risks
Monitor vendor performance supporting assigned departments, ensuring service level expectations, quality standards, and contractual obligations are consistently achieved
Identify opportunities to improve operational efficiency, reduce manual processes, strengthen controls, improve quality, and lower servicing costs
Coordinate cross-functional initiatives impacting servicing administration to ensure successful implementation and minimal operational disruption
Assist with business continuity planning, disaster recovery readiness, and operational contingency planning for assigned departments
Support organizational growth through operational planning, resource forecasting, staffing recommendations, and process scalability initiatives
Maintain direct visibility into significant operational issues, escalations, and exception reporting while ensuring timely resolution and appropriate communication to executive leadership
Ensure departmental staffing, workload distribution, and operational capacity remain aligned with servicing volumes and organizational growth
Monitor operational trends and recurring exceptions to proactively identify opportunities for automation, workflow simplification, and technology enhancement.
Partner with department leaders across servicing to improve handoffs, eliminate operational silos, and create a seamless servicing experience for borrowers, clients, and employees.
Perform other duties and strategic initiatives as assigned in support of BrightShore's servicing operations and long-term organizational objectives