Manager, Commercial Loan Servicing

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GENERAL FUNCTION

The Manager, Commercial Loan Servicing leads the overall Commercial Loan Servicing function, overseeing multiple teams and team leads responsible for post-closing servicing, loan maintenance, and borrower support across the Commercial portfolio.

This role provides strategic direction, ensures operational excellence, and drives continuous improvement across all servicing activities. The Manager is accountable for department-wide performance, service delivery, risk management, and talent strategy, while fostering a culture of accountability, collaboration, and innovation.

This leader partners closely with senior stakeholders across Credit, Sales, Risk, and Operations to ensure seamless end-to-end servicing and alignment with enterprise priorities.

ESSENTIAL DUTIES & RESPONSIBILITIES

Department Leadership & Strategy

• Lead, coach, and develop a team of team leaders responsible for Commercial Loan Servicing operations.
• Establish and execute the strategic vision for the servicing function aligned to business objectives.
• Drive a high-performance culture focused on accountability and development.
• Ensure effective organizational design, workforce planning, and succession management.

Operational Oversight & Service Delivery

• Provide end-to-end oversight of loan servicing operations ensuring accuracy and timeliness.
• Monitor and drive performance against SLAs, quality, productivity, and customer satisfaction metrics.
• Ensure effective escalation and resolution of complex issues.
• Oversee capacity planning and resource allocation.

Continuous Improvement & Transformation

• Champion a culture of continuous improvement using data and metrics.
• Lead large-scale process improvement and automation initiatives.
• Drive standardization of processes and controls.
• Partner with technology teams to modernize servicing operations.

Risk Management & Compliance

• Ensure adherence to policies, procedures, and regulatory requirements.
• Establish and maintain effective controls to mitigate risk.
• Monitor audits and ensure timely remediation.
• Promote a strong risk culture.

Stakeholder Engagement & Partnership

• Serve as primary contact for senior stakeholders.
• Partner across Credit, Sales, and Risk to ensure alignment.
• Influence cross-functional initiatives.
• Ensure high-quality customer experience.

SUPERVISORY RESPONSIBILITIES

Directly manage managers and team leads. Provide leadership, coaching, and performance management while ensuring strong engagement and succession planning.

MINIMUM QUALIFICATIONS

Bachelor’s degree preferred. 8+ years of relevant experience. 4+ years of leadership experience managing managers or multiple teams. Strong knowledge of commercial loan servicing and operations.

REQUIRED SKILLS

Strategic leadership, operational excellence, continuous improvement, risk management, talent development, stakeholder management, and decision making.

SKILLS FOR SUCCESS

Strong analytical skills, ability to balance strategy with execution, effective change leadership, and commitment to innovation and customer outcomes.

DOING THE RIGHT THING

Employees are expected to lead with integrity, accountability, and adherence to all policies and procedures while delivering excellent service.

Manager, Commercial Loan Servicing

At Fifth Third, we understand the importance of recognizing our employees for the role they play in improving the lives of our customers, communities and each other. Our Total Rewards include comprehensive benefits and differentiated compensation offerings to give each employee the opportunity to be their best every day.

The base salary for this position is reflective of the range of salary levels for all roles within this pay grade across the U.S. Individual salaries within this range will vary based on factors such as role, relevant skillset, relevant experience, education and geographic location. In addition to the base salary, this role is eligible to participate in an incentive compensation plan, with any such payment based upon company, line of business and/or individual performance.

Our extensive benefits programs are designed to support the individual needs of our employees and their families, encompassing physical, financial, emotional and social well-bei