Assistant Manager, Consumer Lending Portfolio (Consumer Loan Experience)

Navy Federal is seeking a strategic and analytical leader to shape the vision and roadmap for Consumer Lending products, including Auto and Personal Loans. In this role, you will lead initiatives focused on understanding, measuring, and improving the end-to-end experience for key processes throughout the consumer loan lifecycle to strengthen member engagement, satisfaction, and loyalty strategies. 

Leveraging market research, member insights, and deep subject matter expertise you will serve as a liaison between key business stakeholders and technology teams, ensuring alignment of Consumer Lending’s business objectives with the organization's strategic vision and goals. This is a high-impact opportunity for a forward-thinking leader who can translate data into vision, and vision into strategy—helping us deliver meaningful value and best-in-class experiences to the members we proudly serve.

• Assist with developing branch strategy, establish priorities and set goals to include both Loan Originations and Portfolio growth; evaluate and implement standards to ensure alignment with department/organizational objectives and AFPs
• Analyze consumer loan risk performance and statistical data; identify trends and recommend improvements to automated systems, policies, procedures and practices
• Assist with developing and implementing consumer lending risk controls and credit management policies for the business line
• Research and resolve inquiries from both vendors and members
• Establish guidelines for credit risk measures and automation
• Coordinate with Lending Systems support team and ISD during outages to ensure prompt restoration of services; assess the impact on business line production
• Coordinate with Credit Policy and Analytics on all pricing and Custom Scorecard changes
• Develop and implement lending/underwriting criteria/guidelines for the various levels of credit and for approving consumer loan applications
• Monitor completion of quality control audits in conjunction with Lending Operational Risk and Internal Audit to ensure compliance with applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Collaborate with the Contact Center and Branch leadership regarding lending products and promotions
• Collaborate with other business units and Compliance to assess and support organization risk mitigation needs by developing strategies, tactics, and quality review solutions
• Monitor work environment and direct allocation of resources to ensure adequate staffing to meet production and member service standards
• Assist with benchmarking and trend analysis to drive continuous improvement, elevate service performance, increase member experience quality, generate revenue, minimize financial risk, and maintain high operational efficiency
• Identify and resolve operational and performance gaps and obstacles; implement changes and improvements
• Maintain thorough knowledge of applicable federal and state laws, rules, regulations and Navy Federal policies and procedures
• Monitor and analyze changes to applicable federal and state laws, rules and regulations; develop action plans for implementation/dissemination, and coordinate changes with affected branches/divisions
• Assist with developing and implementing new/updated policies, procedures, goals and priorities for the branch as necessitated by demands, changing conditions, volume or management request
• Serve as liaison to internal/external auditors; review and implement recommended/approved procedural changes
• Contribute to the completion, evaluation, and submission of reports to senior management
• Assist with applying change management principles and knowledge to conduct organizational assessments, develop strategies, change roadmaps and plans
• Provide leadership support to large strategic projects and/or programs; ensure effective management of projects from inception through implementation
• Perform supervisory/managerial responsibilities
  • Ensure adequate/skilled staffing; select employees
  • Establish performance goals and priorities
  • Prepare, conduct and review performance appraisals
  • Develop, mentor and counsel staff
  • Provide input and/or prepare budget requirements for Annual Financial Plan (AFP)
  • Ensure section/branch goals and objectives align with division/department strategy
  • Ensure efficiency of operations
• Perform other duties as assigned

• Significant progressively responsible experience in leading and managing a multi-functional, multi-location lending operation, including operational and regulatory risks and controls, preferably for a large financial services organization
• Advanced knowledge of applicable federal and state laws, rules, and regulations that govern consumer lendin