Mortgage Servicing Process Optimization Lead

East West Bank; El Monte (CA); On-site; USD 100,000 - 170,000; Full time

Job summary

East West Bank is seeking a Default Servicing Process Optimization Lead based in El Monte, California. This role drives operational excellence and process transformation within the mortgage default servicing organization, ensuring high governance effectiveness and collaboration across multiple departments.

The ideal candidate will have at least 7 years of experience in mortgage servicing, combined with proficiency in operational analytics, business transformation, and strong project leadership skills. Competitive compensation is offered, with a base pay range of $100,000 to $170,000 annually.

Qualifications

• 7+ years of experience in mortgage servicing or operational excellence.
• Experience with operational analytics and AI-enabled technologies.
• PMP, Lean Six Sigma, or related certifications are preferred.

Responsibilities

• Conduct comprehensive operational and gap analyses.
• Evaluate emerging technologies to support servicing operations.
• Lead operational excellence initiatives and manage projects.

Skills

Operational excellence

Process engineering

Change management

Project leadership

Analytical skills

Education

Bachelor’s degree in Business, Operations, Information Systems, Finance

MBA

Tools

Excel

Visio

Job description

Overview

The Default Servicing Process Optimization Lead will be responsible for driving operational excellence, process transformation, and governance effectiveness across the mortgage default servicing organization. This role partners closely with Servicing Operations, Risk, Compliance, Technology, Finance, Legal, Vendor Management, and Executive Leadership.

The ideal candidate combines expertise in operational excellence, process engineering, governance, change management, and project leadership within complex mortgage servicing and regulatory environments. This includes deep experience across foreclosure, bankruptcy, collections, loss mitigation, and REO operations, while leveraging automation, analytics, AI-enabled solutions, and operational best practices to modernize servicing processes and improve business performance.

Responsibilities

• Process analysis: Conduct comprehensive SWOT, operational, and gap analyses to identify strategic opportunities, operational risks, and process improvement initiatives.
• Technology tools and applications: Evaluate emerging technologies and operational best practices to support scalable, future-state servicing operations. Champion the use of AI-enabled capabilities, predictive analytics, workflow intelligence, and automation tools.
• Change management: Lead operational excellence and strategic initiatives focused on improving efficiency, scalability, effectiveness, customer and employee experience, and regulatory compliance. Includes small to large-scale initiatives. Manage initiatives through all phases of the project lifecycle including employee readiness.
• Performance tracking: Develop and implement standardized operating models, governance routines, escalation protocols, KPI/KRI frameworks, and servicing performance scorecards. Analyze industry trends, metrics, audit findings, customer impact indicators, and performance data to proactively identify opportunities.
• Reporting: Develop and deliver executive-ready presentations, business cases, implementation roadmaps, and operational recommendations supporting enterprise decision-making.
• Cross-functional leadership and collaboration: Effectively partner with business, technology, analytics, data, and operations teams to identify and implement solutions. Work effectively with all levels of personnel.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree in Business, Operations, Information Systems, Finance, or related field; MBA preferred.
• 7+ years of experience in mortgage servicing, default servicing, operational excellence, business transformation, and/or process optimization.
• Experience leveraging operational analytics, automation solutions, AI-enabled technologies, and process modernization initiatives.
• PMP, Lean Six Sigma, Operational Excellence, or related certifications preferred.
• Advanced proficiency in Excel, process mapping tools (Visio or equivalent), and operational reporting platforms.
• Excellent written, verbal, executive presentation, and stakeholder management skills.

Compensation

Base pay range: USD $100,000.00 / Yr – USD $170,000.00 / Yr. Exact offers will be determined based on job-related knowledge, skills, experience, and location.

Applicants must have legal authorization to work in the United States. We do not offer visa sponsorship at this time.