General Manager
Crafty
Director, Commercial Servicing Operations
International Luxury Hotel Association
full-time
Posted on:
Origin: • 🇺🇸 United States • Florida
Visit company websiteSalary
💰 $145,000 - $165,000 per year
Job Level
Lead
About the role
- Lead Primary Servicing and APAC Commercial Operations teams, oversee 20+ employees
- Execute long-term strategic initiatives to enhance operational efficiency, client satisfaction, and profitability
- Advise VP on business planning, risk management, and market positioning
- Champion integration of new servicing products, automation, and AI-driven solutions
- Oversee day-to-day operations, SLA and investor requirement adherence, and 0-60 DPD collections campaigns
- Design scalable operational frameworks: P&Ps, training, scripting, staffing models, and process reengineering
- Develop KPI dashboards, quality assurance, and internal controls
- Manage shared services and third-party vendor relationships
- Lead risk assessment, mitigation, and represent department in regulatory and investor audits
- Mentor and develop global team; oversee workforce planning and succession management
- Serve as senior point of contact for clients, participate in onboarding, and deliver executive reporting
Requirements
- Bachelor’s or Master’s degree in Business, Finance, Real Estate, or related field
- 10+ years of progressive experience in commercial mortgage servicing/servicing operations
- At least 5 years in a leadership/supervisory role
- Proven track record of leading large-scale operational teams and serving as divisional SME in technology initiatives
- Deep understanding of commercial loan servicing agreements, investor requirements, and regulatory frameworks
- Exceptional leadership, presentation, communication, and stakeholder management skills
- Must pass the Company’s background screening and possibly client-specific or Federal/State licensing requirements
