Director – Operations Lead

BNY

Director, Operations Lead responsible for optimizing client experiences and efficiency in loan operations. Overseeing strategy and operations delivery in a financial services company.

Posted 7/31/2026full-timeHouston • Texas • 🇺🇸 United StatesSenior💰 $130,000 - $256,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive Operations expertise with a focus on optimizing client experience and efficiency through strategic leadership and continuous improvement initiatives. Proficient in managing Operations metrics, implementing digital tools, and fostering collaboration across teams to enhance service delivery.

Highest-signal resume keywords

Operations Strategy DevelopmentAgile Methodology ExperienceData ManagementLeadership and Influencing SkillsSyndicated Loan Operations Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operations ManagementProject DeliveryContinuous ImprovementMetrics ImplementationDigital Tool DeploymentClient Experience OptimizationEfficiency BenchmarkingRisk Indicator ManagementTraining Curriculum DevelopmentPeer Benchmarking

Soft Skills

Problem SolvingCommunication SkillsDecision MakingTrustworthinessAdaptability

Tools & Technologies

ClearParLSTAService CataloguesManual Touch Point Reporting

Industry Keywords

Financial ServicesLoan ServicingOperations PracticeBAU OperationsClient Deliverables

About the role

Key responsibilities & impact

Lead delivery of Operations capabilities for the Platform, partnering with EPO and Engineering to optimize client experience, control effectiveness, and efficiency across Operations Service Delivery Groups (SDGs).
Define the Operations strategy for the Platform in collaboration with EPO and Engineering leadership.
Support Operations services across Pods and SDGs, driving continuous improvement in client experience, unit costs, and control enhancements.
Implement and manage comprehensive Operations metrics including client deliverables, unit costs, efficiency benchmarks, and Key Risk Indicators with associated thresholds.
Provide senior Operations expertise to support Platform mandate delivery, escalating issues to EPO, Operations Practice lead, and governance forums as needed.
Engage directly with external clients to offer insights and advice on improving efficiency, including peer benchmarking.
Identify and recruit Operations talent required within the Platform.
Proactively implement standards, tools, and techniques defined by the Operations Practice, including metrics, Service Catalogues, Manual Touch Point reporting, and Digital Tool deployment in partnership with the Operations Hub.
Champion the rollout of Operations learning within the Platform, partnering with the Operations Practice to enhance and develop training curriculum.
Collaborate with Operations leads across other Platforms to share best practices, streamline hand-offs, and optimize end-to-end transaction flows enterprise-wide.
Develop and execute a communications strategy to keep all Operations staff informed about Platform priorities and their roles in supporting them.

Requirements

What you’ll need

Bachelor’s degree or equivalent experience in a related field.
10-12 years of total work experience with at least 2-3 years of management experience preferred.
Operations experience required, with Agile experience preferred.
Experience with both BAU and larger project / program delivery preferred.
Data management and Digital Tool deployment.
Leadership and influencing skills.
Ability to make hard and fast decisions.
Problem solving.
Passion for changing status quo and driving out-of-the-box ideas.
Non-hierarchical, transparent, trusting, trustworthy.
Eagerness to ‘roll up the sleeves’ in execution and learning.
Able to communicate vision and get others on board.
Prior hands-on syndicated loan experience, familiarity with loans servicing, ClearPar, and LSTA preferred.
Prior loan operations experience in a financial service setting preferred.

Benefits

Comp & perks

Competitive compensation
Health insurance
401(k) plan participation
Paid volunteer time
Generous paid leaves