Director, Commercial Servicing Operations

The Director, Commercial Servicing Operations leads the Company’s Primary Servicing and APAC Commercial Operations teams. Reporting directly to the Vice President, Commercial Servicing, this position will oversee a team of 20+ employees. Focus will be on creating and executing strategic initiatives for borrower 0-60 DPD loan collections, driving down delinquency rates and streamlining operations through AI and transformative technology. The Director will manage senior-level relationships, provide direction on operational objectives and innovative transformations, ensure regulatory compliance, and deliver Service Excellence to borrowers and clients of performing commercial real estate loans. The Director will also be accountable for risk mitigation, performance optimization, and the development of scalable servicing solutions aligned with corporate initiatives.

Job Functions and Responsibilities:

Strategic Leadership & Transformation

• Execute of long-term strategic initiatives of the division to enhance operational efficiency, client satisfaction, and profitability.
• Serve as a key advisor to the Vice President on business planning, risk management, and market positioning.
• Champion the integration of new servicing products and technologies, ensuring seamless adoption across operations and systems.

Operational Oversight & Innovation

• Oversight of day-to-day operations, ensuring adherence to service level agreements, investor requirements, and regulatory standards.
• Focus on 0-60 DPD collections, creating strategic borrower campaigns for self-serve and data capture and loan covenant monitoring and execution. 
• Lead the design and implementation of scalable operational frameworks – to include P&Ps, User Reference Materials, Scripting, staffing models and staff training, including automation, AI-driven solutions, and process reengineering.
• Oversee the development and refinement of KPI dashboards, quality assurance programs, and internal controls to ensure operational excellence.
• Manage interactions with Shared Services and third-party vendor relationships to optimize service delivery and cost efficiency.
• Collaborate with Legal, Compliance, IT, and Finance to align servicing strategies with corporate goals.

Governance, Risk & Compliance

• Ensure full compliance with all applicable laws, regulations, and investor guidelines through proactive monitoring and internal and external audits.
• Lead risk assessment initiatives and implement mitigation strategies to safeguard the organization’s servicing/subservicing portfolio.
• Represent the department in regulatory reviews, investor audits, and rating agency engagements.

People Leadership & Development

• Lead, mentor, and develop a high-performing global team of 20+ employees from associates to senior managers located in the US and APAC
• Foster a culture of accountability, innovation, and continuous improvement.
• Oversee workforce planning, succession management, and leadership development initiatives.

Client & Stakeholder Engagement

• Serve as a senior point of contact for key clients, investors, and internal stakeholders, ensuring transparency and responsiveness for their span of responsibility.
• Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. 
• Oversee the preparation and delivery of executive-level reporting (monthly business review meetings) and risk assessments.

Qualifications:

• 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, with at least 5 years in a leadership/supervisory role.
• Collaborate and participate in client onboarding and integration efforts, including due diligence, contract negotiation, and operational readiness. 
• Proven track record of leading large-scale operational teams and lead divisional SME in technology initiatives. 
• Deep understanding of commercial loan servicing agreements, investor requirements, and regulatory frameworks.
• Exceptional leadership, presentation, communication, an