Summary
Manages departmental operations for the lending product management and lending data analytics functions, providing leadership and direction to the Lending Product Owner and the Lending Data Analyst. Ensures the lending product catalog, product roadmap, analytics deliverables, policies, projects, and operational priorities are executed accurately and efficiently while meeting federal and state requirements and credit union policies. Aligns team performance with lending and credit union goals by managing resources, monitoring team performance, coaching staff, improving processes, and directing resolution of operational, compliance, and member service issues. Oversees workflow, resource allocation, internal controls, and service delivery, proactively identifying root causes and process improvements to maintain productivity, compliance, and superior member experiences.
Engages with team members to foster accountability, professional development, trust, and a culture of integrity, while collaborating with peer managers, senior leaders, and external partners to support departmental objectives and organizational priorities.
Essential Functions
- Lead, develop, and manage the Lending Product Owner and the Lending Data Analyst, setting clear performance expectations, coaching staff, supporting performance management, and fostering a high performing, fast paced, engaged, and accountable team culture.
- Manager departmental workflow to ensure efficient, accurate, and timely delivery of lending product and analytics deliverables while maintaining compliance with all federal and state regulations, internal controls, and Credit Union policies. Promptly address operational issues.
- Ensure the effective implementation of policies, procedures, and internal control standards; monitor adherence, identify risks in processes, and escalate complex or systemic issues to senior leadership as needed.
- Develop, implement, and maintain lending product training programs, knowledge resources, and employee development initiatives to build organizational expertise, enhance performance, and support succession readiness.
- Monitor key product metrics, portfolio performance, operational KPIs, and team capacity; analyze trends to inform staffing, resource allocation, process improvements and departmental decision-making.
- Collaborate with peers, senior management, and external partners to coordinate cross-functional initiatives, achieve lending goals, share best practices, and enhance the member experience.
- Recommend and implement operational and procedural improvements, including process standardization, technology enhancements, and efficiency initiatives that support departmental goals.
- Serve as primary point of escalation for operational, compliance, and member service issues, providing guidance, resolution, and escalating systemic concerns to leadership.
- Foster a collaborative, team-oriented work environment aligned with Credit Union values, promoting professional growth, accountability, trust, and employee engagement.
- Support departmental goal achievement through coaching, performance management, recognition of team contributions, and consistent communication of priorities and expectations.
- Oversee the development and execution of the lending product roadmap and product catalog, ensuring product rates, fees, and competitive positioning align with Sunward’s vision, strategy, compliance expectations, and member needs.
- Provide direction and prioritization for lending product research, competitive analysis, and data analytics deliverables produced by the team, translating insights into practical recommendations and process improvements.
