Commercial Loan Operations Solutions Lead

flagstar; Troy (MI); On-site; USD 110,000 - 140,000; Full time

Job summary

Flagstar Bank in Troy, MI seeks a Commercial Loan Operations Solutions Lead to act as senior SME, resolving complex issues and driving continuous process improvements across Commercial Loan Operations. You will partner across operations, technology, risk, and leadership to develop sustainable solutions and champion operational excellence.

The role involves mentoring staff, leading transformation initiatives, and ensuring data integrity within core loan systems while coordinating with the lending

Qualifications

• 8+ years of commercial/banking lending or related functions.
• 6+ years' experience in commercial loan operations with complex problem resolution and process improvement.
• 6+ years' experience of system configuration within commercial loan platforms such as AFS, ACBS, DNA, and/or LoanIQ.
• 1+ years' experience in coaching and mentoring other operations professionals.

Responsibilities

• Demonstrates understanding of the commercial loan system and oversees data integrity.
• Lead transformation initiatives to modernize processes, systems, and workflows.
• Collaborate with lending team to ensure timely daily work and cross-functional alignment.
• Review reports to ensure loan accounting systems are in sync and accurate.
• Develop, implement, and maintain servicing policies aligned with transformation goals.
• Monitor loan maintenance and lead corrective action in core systems.
• Lead team in processing complex transactions with guidance and oversight.
• Lead RCA on complex or recurring issues and drive sustainable improvements.
• Analyze data trends to identify and resolve process gaps before escalation.
• Provide training and coaching to staff on gaps, new products, and initiatives.

Skills

Lean Six Sigma

Problem solving

Analytical skills

Organizational skills

Presentation skills

Customer service

Education

Bachelor's degree or equivalent

Tools

AFS

ACBS

DNA

LoanIQ

Job description

Position Title

Commercial Loan Operations Solutions Lead

Location

Troy, MI 48098

Job Summary

The Commercial Loan Operations Solutions Lead serves as the senior subject matter expert (SME) responsible for resolving complex operational issues, conducting root cause analysis, and driving continuous process improvement across Commercial Loan Operations. With deep expertise in commercial loan systems and applications, this role partners cross-functionally with operations, technology, data governance, risk and control partners, and leadership to develop sustainable solutions and champion operational excellence. The SME serves as the primary escalation resource, mentoring team members and promoting best practices in problem resolution and continuous improvement.

Job Responsibilities

Application and Project Oversight

• Demonstrates a complete understanding of the commercial loan (core) system and provides operational oversight of system performance and data integrity.
• Lead and drives transformation initiatives within Commercial Loan Operations, identifying opportunities to modernize processes, systems, and workflows.
• Collaborate with the lending team to ensure daily work is processed timely, serving as a key operational partner in cross-functional alignment.
• Review various reports to ensure supporting systems and AFS loan accounting system are in sync, ensuring reconciliation accuracy and accountability.
• Lead the development, implementation, and maintenance of commercial loan servicing policies and procedures, ensuring alignment with transformation goals.
• Monitors ongoing loan maintenance to ensure accuracy of existing loan data within core systems, proactively leading corrective action where needed.
• Lead team members in processing complex transactions, providing real-time guidance, issue resolution, and transaction oversight.

Gap Analysis, Resolution & Process Transformation

• Identify recurring operational trends, recommend preventative actions, and implement sustainable solutions to reduce repeat issues and improve operational performance.
• Lead root cause analysis (RCA) on complex or recurring operational issues within commercial loan systems and processes.
• Analyze data trends and exception reports to proactively identify, prioritize, and resolve process gaps before they escalated.
• Champion and lead the application of Lean Six Sigma methodologies to evaluate process inefficiencies and drive transformational improvements.
• Lead training on process gaps, new products, procedures, and transformation initiatives, ensuring staff are equipped to sustain improvements and drive consistent adoption. Provide coaching, mentoring, and knowledge sharing to support staff development and continuous improvement initiatives.

Customer Engagement & End-to-End Resolution

• Serve as the primary escalation point and lead for complex or unresolved customer and operational servicing issues, managing end-to-end resolution.
• Communicate resolution timelines and outcomes clearly to internal and external customers, ensuring full transparency and documentation throughout the process.
• Acknowledge and respond to escalated customer concerns in a timely manner, leading the process from initial escalation through final resolution.
• Use independent judgment and discretion to make decisions that ensure escalated issues are corrected, documented, and resolved with go-forward changes that mitigate risk - maintaining accountability for the department and bank.

ADDITIONAL ACCOUNTABILITIES

• Performs special projects, and additional duties and responsibilities as required.
• Consistently adheres to regulatory and compliance policies and standards linked to the job as listed and complete required compliance training. Accountable to maintain compliance with applicable federal, state and local laws and regulations.

JOB REQUIREMENTS

Required Qualifications

• Education level required: High School / High School Equivalency (GED, HiSET, TASC) / Foreign Equivalent
• Minimum experience required:
• 8+ years of commercial/banking lending or related functions
• 6+ years' experience in commercial loan operations with demonstrated success in complex problem resolution and process improvement.
• 6+ years' experience of system configuration within commercial loan platforms such as AFS, ACBS, DNA, and/or LoanIQ
• 1+ years' experience in coaching and/or mentoring other operations professionals

Preferred Qualifications

• Undergraduate Degree (4 years or equivalent) in Business, Computer Sciences, Organizational Management or equivalent
• Lean Six Sigma certification or equivalent process improvement experience
• Experience leading transformation projects or process redesign initiatives within a financial services environment

Job Competencies

• Demonstrated ability to apply structured problem-solving methodologies (such as Lean Six Sigma) to improve operational processes.
• Effective analytical, organizational, presentation, problem-solving, and customer service skills, with a