Consumer Operations Manager

Lead, direct and coordinate assigned booking, funding, servicing and reporting activities of the Loan Operations business unit. Responsibilities include developing and motivating a high performance team committed to delivering an exceptional customer experience to internal and external customers. Support strategic initiatives of all lending units and continue to find opportunities to make banking easier with Rockland Trust. Create a learning culture that focuses on continuous process improvement.

Position Responsibilities:

• Manage the daily loan operations relative to servicing the Bank's, consumer, home equity and residential mortgage loan portfolios. This includes but is not limited to: new bookings, modifications, renewals, extensions, funding, general loan servicing and loan related reporting.
• Ensure continued adherence of servicing guidelines as described in Real Estate Settlement Procedures Act (Regulation X), Truth in Lending Act (Regulation Z), Servicemembers Civil Relief Act, Community Reinvestment Act, GLBA, Biggert-Waters Act, UDAPP, FACT Act, etc.
• Ensure system functionality is used properly and to their fullest capacity in order to optimize efficiency and ensure data quality.
• Accurately interpret complex loan documents and properly reflect all terms and conditions in the Bank's core system.
• Measure performance to established Service Level Agreements for operational tasks that are recognized by supported business units.
• Establish a strong relationship with the various lending units along with other key stakeholders to ensure efficiency, compliance, and an excellent customer experience.
• Monitor and refine Key Performance Indicators and set target goals that align with industry best standards.
• Assist in the preparation of the annual budget and provide variance analysis throughout the year.
• Promote a positive work environment, one that encourages teamwork and creates a learning culture.
• Keep abreast of regulatory changes affecting Loan Operations with a focus on regulatory changes associated with Bank Holding Companies in excess of $10 billion
• Work closely with the Bank's Finance department to ensure appropriate accounting treatment for purchased credit impaired loans and other loan related items.
• Review all reporting and models leveraging loan data for accuracy and completeness.
• Assist in the talent development of colleagues through strong leadership, coaching, mentoring, training, and providing colleagues exposure throughout the bank.

Required Skills and Experience

• Bachelor's Degree
• 5 years' experience in banking operations area(s) required with a minimum of three years in supervisory or managerial role.
• Strong knowledge of the Financial Accounting Standards ASC 310 and associated subtopics.
• Knowledge of state and federal regulations
• Exceptional Microsoft Office skills
• Knowledge of FIS Horizon core banking system desired
• Strong financial and business acumen and ability to communicate clearly across all levels of management
• Solid leadership qualities with an ability to execute strategy
• Strong analytical, decision making, and problem solving skills
• Working with the Assistant Director of Loan Operations, develop and implement Service Level Agreements for operational tasks that are recognized by supported business units.
• Working with the Assistant Director of Loan Operations, build, monitor and refine Key Performance Indicators and Key Risk Indicators. Ensure target goals align with industry best standards.
• Be a catalyst for change by searching out opportunities to innovate and improve.
• Dedicated to continuous process improvement.
• Identify areas of improvement; implement change to deliver quantifiable quality improvements, operational efficiencies and adherence to regulations.
• Promote a positive work environment, one that encourages teamwork and creates a learning culture.
• Strive to build a diverse, well trained and knowledgeable team.
• Assess team members to identify (1) development needs; (2) strengths; talent potential. Build development action plans; mentor and coach team members to attain potential.
• Cross-train team members to optimize results.
• Proactively build strong relationships with business partners and vendors to deliver quantifiable efficiencies.
• Excellent organization skills; focused on meeting deadlines.
• Solid decision-making, critical thinking and problem solving abilities.

Leadership Skills

• Excellent communication skills.
• Results driven
• Positive attitude
• Motivates and inspire teams, colleagues and peers.
• Integrity

Our goal is to offer our colleagues the most generous benefits package possible. We strive to provide colleagues with a comprehensive benefits package and an environment that supports a healthy work-life balance. Colleagues who work 20 hours or more per week are eligible to participate in our health insurance program. Other benefits include: Competitive compensation with performance incentive awards, Dental Insurance, a 401K and DC Plan for your retirement, Life Insurance, Vacation Time, Day Care Reimbursement, Tuition Assistance for graduate and undergraduate programs, an award winning Wellness program and much more!

At Rockland Trust you'll find a respectful and inclusive environment where everyone is given the chance to succeed. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.