Operations Manager- Operations Group

Huntington National Bank • Columbus, OH • 4h ago

Description

The CLS Core Practice Manager is responsible for leading and optimizing core servicing practices across multiple consumer lending products, including Mortgage, Auto, Personal Loans, HELOCs, and Home Equity Loans. This role ensures consistent execution of servicing standards, regulatory compliance, operational excellence, and continuous improvement across the Financial Institutions Servicing Team.

The CLS Core Practice Manager acts as a strategic connector between operations, risk, compliance, technology, and product partners-driving scalable, compliant, and customer-centric servicing practices while supporting business growth and regulatory expectations.

Key Responsibilities

Practice Leadership & Governance

Own and manage core servicing practices across assigned lending products, ensuring alignment with enterprise standards, policies, and regulatory requirements.

Establish, maintain, and enhance servicing frameworks, operating procedures, and controls across product lines.

Serve as a subject matter expert on end-to-end servicing processes, including onboarding, payment processing, escrow, customer inquiries, loss mitigation, and payoff.

Operational Excellence

Drive consistency, efficiency, and quality across servicing operations by standardizing processes and reducing variability.

Partner with operations leaders to identify process gaps, root causes, and improvement opportunities.

Define and monitor key performance indicators (KPIs), service level agreements (SLAs), and quality metrics.

Lead initiatives focused on automation, simplification, and scalability.

Risk, Compliance & Regulatory Oversight

Ensure servicing practices comply with applicable federal, state, and investor regulations (e.g., CFPB, RESPA, TILA, UDAAP, FCRA, state-specific requirements).

Partner closely with Risk, Compliance, Legal, and Audit teams to support exams, audits, and issue remediation.

Proactively identify and mitigate operational, regulatory, and reputational risks.

Cross-Functional Collaboration

Act as a liaison between servicing operations, product teams, technology, data/analytics, and change management.

Support new product launches, servicing transfers, system implementations, and regulatory changes.

Translate business and regulatory requirements into clear operational practices and documentation.

Change & Continuous Improvement

Lead or support enterprise change initiatives impacting servicing, including policy updates, system enhancements, and regulatory-driven changes.

Develop and deliver training materials and communications to ensure successful adoption of new practices.

Foster a culture of continuous improvement, accountability, and customer advocacy.

Leadership & Influence

Provide guidance and coaching to servicing teams and practice owners.

Influence without direct authority by building strong partnerships across lines of business.

Present insights, recommendations, and risk assessments to senior leadership.

Required Qualifications

Bachelor's degree

10+ years of experience in financial services servicing, operations, or practice management.

Experienced with consumer lending products, particularly Mortgage and Home Equity servicing.

Experienced working in regulated environments with strong risk and compliance expectations.

Experience managing complex, cross-functional initiatives.

Preferred Qualifications

Bachelor's degree in Business, Finance, Operations, or a related field

Experience supporting multiple lending products within a financial institution.

Familiarity with servicing platforms, workflow tools, and process automation.

Experience partnering with Risk, Compliance, Audit, and Regulatory Exam teams.

Background in process improvement methodologies (Lean, Six Sigma, Agile, etc.).

Key Skills & Competencies

Strategic and analytical thinking

Strong written and verbal communication

Stakeholder management and influence

Regulatory and risk awareness

Process design and optimization

Change management and execution

Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)

Yes

Workplace Type:

Office

Our Approach to Office Workplace Type

Certain positions outside our branch network may be eligible for a flexible work arrangement. We're combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.

Huntington is an Equal Opportunity Employer.

Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.

Note to Agency Recruiters: Huntington Bank will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington Bank colleagues, directly or indirectly, will be considered Huntington Bank property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.

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