Operations Manager

Job Description:

Job Function: Lending Operations Director – Global Capability Center

Role Summary

The Lending Operations Director leads a large, multi-functional operations team at the U.S. Bank Global Capability Center (GCC) supporting the bank's commercial, wholesale, and institutional lending businesses. This leader is accountable for end-to-end service delivery, operational risk management, talent development, and transformation across lending lifecycle functions including loan boarding, servicing, collateral management, documentation, post-close review, and syndications support. The role partners closely with US-based business and operations leaders to ensure seamless execution, regulatory compliance, and continuous process improvement in a follow-the-sun operating model.

Key Responsibilities

Service Delivery & Operational Excellence

• Own end-to-end delivery of lending operations processes migrated to the GCC, ensuring SLA attainment, quality standards, and turnaround times meet or exceed onshore benchmarks.

• Manage daily production across multiple lending functions (boarding, servicing, collateral, documentation, payments, post-close review and insurance monitoring) with transaction volumes in the tens of thousands monthly.

• Establish and monitor KPIs, dashboards, and governance routines; escalate risks and drive root-cause remediation.

• Data-driven, metrics-focused, and disciplined in execution.

• Comfortable leading through ambiguity, transformation, and high-growth environments.

Risk, Controls & Regulatory Compliance

• Ensure adherence to SOX controls, internal audit requirements, and regulatory expectations (OCC, FRB, RBI, and local jurisdiction).

• Maintain a strong control environment, including issue management, RCSAs, and third-party/vendor risk oversight.

• Partner with Compliance, Legal, and Risk teams to address regulatory changes, exam findings, and control gaps.

Transformation, Automation & Innovation

• Champion digital transformation initiatives including intelligent document processing (IDP), workflow automation, AI/ML use cases, and platform modernization.

• Identify and execute process re-engineering opportunities to drive productivity, capacity release, and cost savings.

• Collaborate with Technology and Change Management teams to deliver system enhancements and integration with onshore platforms.

• Translates enterprise strategy into local execution plans.

Talent Leadership & People Management

• Effective across geographies, time zones, and matrixed reporting structures.

• Lead a team of 100+ FTEs (including managers and individual contributors); build succession pipelines and career pathways.

• Drive engagement, retention, and diversity outcomes; own action planning for employee survey results.

• Establish training academies, cross-training programs, and certification frameworks to build deep lending expertise locally.

• Track record of developing leaders and building high-performing teams.

Stakeholder & Business Partnership

• Serve as the senior GCC point of contact for US-based Lending Operations, Business Line partners and functional partners.

• Represent the GCC in executive forums, QBRs, MBRs, and steering committees; deliver executive-ready reporting and insights.

• Manage program agreements, transition roadmaps, and knowledge transfer plans for new work migrations.

• Ability to influence and communicate effectively with US-based C-suite and senior leaders.

Financial Management

• Own cost center budgeting, headcount planning, and financial forecasting for the function.

• Deliver committed productivity and cost-to-serve targets; track and report savings from automation and process improvements.

Qualifications

Required

• Experience: 13+ years in banking or financial services operations, with at least 8+ years in commercial/wholesale lending operations and 8+ years leading large teams.

• Education: Bachelor’s degree in finance, Business, Accounting, related field or related relevant work experience.

• GCC/Captive Experience: Proven track record leading operations at a global capability center or shared services organization supporting a US or European bank.

• Domain Expertise: Deep knowledge of commercial lending lifecycles, bilateral and syndications, specialty lending (commercial real estate, asset-based lending, subscription lending), collateral and insurance monitoring, documentation review, and loan servicing platforms (e.g., nCino, LoanIQ, AFSVision).

• Regulatory Knowledge: Strong understanding of US banking regulations, SOX, BSA/AML, and OCC/FRB expectations.

Preferred

• Experience leading transitions/migrations of work from onshore to offshore locations.

• MBA or advanced degree preferred.

• Six Sigma/Lean certification; PMP or Agile credentials.

• Exposure to intelligent automation, RPA, and AI/ML applications in lending operations.

• Prior experience scaling a GCC function (build-out, hiring ramp, org design).

Experience: 13+ years

Work Location: Chennai

Work Model : 5 days Work from Office

Shift Hours : 9 AM - 6 PM

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