This position is responsible for providing leadership & overall management segments within our Client Contact Center in Chicago. Leading a business that has ambitious long term plans for growth in a highly competitive, complex environment. Additionally, the position will be responsible for day-to-day management of all center resources (i.e., planning, oversight) and will coordinate with leads in the Manila Service Center and global stakeholders. 

As a Loan Servicing Manager in the Middle Office Client Contact Center you will lead a team of specialists who support both internal and external clients across lines of business. As a strategic leader, you will drive change through innovation & transformation, execute the firm’s strategy and modernize the client experience

Job responsibilities

• Handles oversight and administrative functions for loan booking, funding, research and maintenance, payments, advances and terminations. 
• Involved in setting direction, policies, and guidelines for the team.
• Drive change initiatives, business strategy and technology enhancements programs.
• Establishes and implements risk control processes and operational business models.
• Proactively leads the people agenda including resource planning, talent management, professional skills development, succession planning, performance management & diversity. 
• Partner closely with GSC leads to establish consistency and best practices. 
• Sets team performance standards using key metrics and monitors the team’s overall performance against goals set. 

Required qualifications, capabilities, and skills 

• Minimum undergraduate degree from an accredited university, preferably majoring in accounting, finance, economics or math. Related job and industry experience can be accepted as a substitute (5 years).
• Demonstrated leadership success (5 years).
• Excellent verbal, written, interpersonal, presentation, and negotiating skills.
• Must have strong organization skills with the ability to prioritize and manage a variety of tasks.
• Must have strong customer service aptitude with the ability to resolve problems and escalated issues.
• Excellent interpersonal skills, including the ability to influence and lead a diverse group of people.
• Strong analytical, problem solving and judgment skills.

Preferred qualifications, capabilities, and skills 

• Experience with Commercial Loan Operations and proven ability to work independently with excellent judgment.
• Background in reading and interpreting loan documentation or related analytical experience dealing with documentation.

Joining our diverse and innovative global organization will provide you with endless opportunities for career and personal growth.

• Become a part of our many Business Resource Groups, employees who come together on topics such as ethnicity, gender, age, accessibility, special interests and more
• Help the community through expansive volunteer opportunities
• Join one of our focus groups aimed at Innovation and Transformation, creating the future experience for our clients and employees