Oversight and Control Operations Risk Manager - HarborOne Bank

Job Description:

Under the direction of the Vice President of Commercial Servicing, direct the servicing aspects of the Commercial and Small Business Banking from loan approval to liquidation.  Responsible for the efficiency of business risk operational controls and data management of the Commercial Servicing department's activities.

Who We Are:

For over a century, HarborOne has remained steadfast in its mission: total commitment to our customers, our communities, and our colleagues. Founded in 1917 to meet the evolving financial needs of local communities, we continue to honor that legacy by empowering and strengthening the neighborhoods where our customers and employees live and work.

With 30 branches across southeastern Massachusetts and Rhode Island, along with two commercial lending offices in Boston and Providence, HarborOne is dedicated to providing exceptional banking services and building lasting relationships. Our corporate values—accountability, integrity, respect, trust, and teamwork—are at the heart of everything we do. They guide how we manage our business and ensure we consistently deliver value to our customers.

At HarborOne, we believe in the power of opportunity. We offer our employees a fulfilling career with endless potential to learn, grow, and make a meaningful impact. More than just a workplace, we are a community dedicated to making a positive difference in the lives of those we serve.

Responsibilities:

• Drive service quality governance for CML Loan Serving department. Support the VP of CML Loan Servicing and the CML Loan Servicing Managers in assessing and enhancing the department’s Data Risk and Control Framework of Commercial Loans.
• Responsible for standardization and optimization of processes for department. Develop operational model efficiencies to achieve time/cost savings and increase department productivity.
• Oversee quality of policy and procedures across the department. Ensure document cohesiveness and standard adherence. Own guidelines and training manuals. Collaborate across departments to ensure processes are properly documented and published on the departments site.
• Collaborate with department director to document Service Level Agreements for the Lending businesses. Manage Statement of Work Agreements and user access review attestation for department.
• Design and manage department’s SharePoint site and procedure library. Create forms and workflows in SharePoint to streamline processes.
• Responsible for the strategic direction of the department’s operational controls assurance. Enforce process integrity and data control assurance framework (SOX).
• Analyze and report on critical risk indicators to support operational regulatory control compliance and data accuracy across all functions in the department.
• Work with CML Loan Managers in troubleshooting complex credit administration, booking and accounting issues. Document self-identifiable issues and propose remediation on preventive controls to minimize customer impact.
• Manage departments quality output & reporting tools. Develop on demand reconciliation critical tools for key core servicing functions. Implement and oversee transaction reconciliation across department to support business initiatives in the Commercial Loan market. Must demonstrate proficiency in handling complex reporting data and provide recommendations on report coding.
• Operate as a data steward for all key operating systems. Design, propose and implement reporting logic changes. Maintain inbound and outbound data lineage documentation. Collaborate with other departments to create governance of data integrity across the bank.
• Lead and participate in reporting projects. Lead change management initiatives for the department. Act as single point of contact for department for data quality.
• Responsible for managing oversight employees to support CML Middle Office and CML Loan Operations team on project deliverables. Assist on departments’ project prioritization and coordinate new product initiatives under competing deadlines.
• Must drive the design and implementation of metrics, KPI/KRI and scorecard reports to management. Demonstrate proficient presentation and communication skills.
• Lead complex targeted reviews and examinations. Assess data quality output to facilitate reporting to support audits. Demonstrate ability to make recommendation and document remediation. Quarter-back department on audits; coordinate walk-throughs and support sample requests.
• Provide mentorship and training to staff on syndicated commercial loan life cycle, credit administration and settlement market practices.
• Maintain knowledge of relevant regulations that impact loan closing, portfolio management, administration and operations of CML Loan Servicing.
• Lead and collaborate with IT to implement CRM for the department. Work with system administrator to propose changes.
• Manage and document monthly Operational Risk testing to ensure servicing processes are completed timely, accurately and in accordance with the Bank’s lending policy & procedures and compliance with state and federal regulation.

Secondary Responsibilities 

• Maintain knowledge of commercial servicing systems including but not limited to Core System, document production system, insurance and tax tracking systems.
• Management of individual and teams. Focus on development and performance including but not limited to hiring and promotion, performance appraisal, development, career planning, succession planning, coaching and mentoring, rewards and recognition and retention.  Leverage the diversity, talents, and ideas of the people in the organization to deliver the highest output.  Implement programs that support the staff and foster teamwork.
• Assist managers and supervisors with commercial administration of all commercial loans including pre & post-closing activities (after loan approval) and operations. Includes archiving of paid in full loans including preparation of mortgage discharges and UCC termination for accuracy and adherence to state and federal regulations.
• Accurately assist department in processing new commercial loans, modifications and renewal requests. Work directly with Lenders to ensure all required documents is obtained for each loan request.
• Any commercial loan related task as needed and other duties that may be assigned.
• Provide backup support in the preparation of commercial loan documentation for closings. Review executed loan documentation as dictated by loan policy and complete proper post-closing functions to include regulatory compliance and tickler tracking.
• Oversee loan file process after approval, including take ownership of credit file security and maintenance, inclusive of withdrawn/Declined files when needed.
• Provide SME support to staff of commercial lending database to facilitate the collection of insurance and financial statements.
• Research financial requests in accordance with commercial loan servicing. Including but not limited to Interest Accruals, fees, product coding and SWAPS when needed.
• Assist department director to oversee the departments quality of service for incoming customer inquiries and problem resolution, both internal and external.
• Maintain a complete knowledge of Equal Credit Opportunity Act, Real Estate Settlement Procedures Act, Regulation Z, Truth in Lending, and all other applicable state and/or federal laws.
• Receive direction from the VP Commercial Servicing Officer and perform other duties and projects as assigned.

Required Qualifications:

• Bachelor's degree in Finance, Business Administration, Data Science or Management from four-year College or University preferred. Master’s degree a plus.
• 10-12 years of Operational Risk and/or Data Management in Commercial Loans department.
• 6-8 years’ experience in working with syndicated Commercial Loans within a Financial Institution.
• Middle Office and credit/portfolio administration is a plus. 
• 5 years team management experience, audits, issue management, process workflow, designing controls and procedures.
• Strong analytical reporting skills and ability to communicate results to stakeholders.
• Ability to effectively lead a team and manage a growing loan-servicing portfolio; proven ability to effectively partner with the originators, credit administration and other business partners.
• Proven proficiency in managing reports in commercial servicing operations.
• Strong communications and presentation skills.
• Experience with Insight / COCC is a plus.
• Ability to read, analyse, and interpret technical journals, financial reports, and legal documents.
• Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
• Ability to effectively present information to top management, public groups, and/or boards of directors.
• Maintain an excellent understanding of applicable regulations and laws including but not limited to; Bank Secrecy Act; Privacy; and Fair Lending.
• Maintain an up to date understanding of bank policies and procedures as they relate to compliance. 
• Complete appropriate compliance training and ensure staff complete all relevant compliance training and have an understanding of procedures related to their position.
• Manages employees in multiple locations.  Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
• Ability to work with mathematical concepts such as probability and statistical inference.
• Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Compensation:

Offers will be determined based on job-related knowledge, skills, experience, and location.

Benefits:

At HarborOne, we value our employees and are committed to supporting their well-being both inside and outside of work. Our comprehensive benefits package is designed to help you thrive personally and professionally. Depending on your role, you may be eligible for:

• Paid vacation and sick time to support work-life balance
• Medical, Dental, and Vision insurance for you and your family
• Health Reimbursement Account (HRA) and Health Savings Account (HSA) options
• Healthcare Flexible Spending plans to cover medical expenses
• 401(k) plan with company contributions to help you save for the future
• Employee Stock Ownership Plan (ESOP) to invest in the company’s success
• Dependent Care Flexible Spending with a company contribution to support you and your family’s needs
• Company-paid Basic Life and Disability Insurance for added peace of mind
• Tuition reimbursement and tuition assistance programs to support your educational and career growth

Join HarborOne and take advantage of a benefits package that helps you achieve your personal and professional goals while making a difference in the communities we serve.

We are an equal opportunity employer. Applicants and employees are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other protected Federal, State or Local status unrelated to the performance of the work involved.